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Intelligent Procedures For Intra-Day Updating Of Call Center Agent Schedules, Vijay Mehrotra, O. Ozluk, R. Saltzman

Business Analytics and Information Systems

For nearly all call centers, agent schedules are typically created several days or weeks prior to the time that agents report to work. After schedules are created, call center resource managers receive additional information that can affect forecasted workload and resource availability. In particular, there is significant evidence, both among practitioners and in the research literature, suggesting that actual call arrival volumes early in a scheduling period (typically an individual day or week) can provide valuable information about the call arrival pattern later in the same scheduling period. In this paper, we develop a flexible and powerful heuristic framework for …