考虑等待提示机制的呼叫中心联合排班方法

doi:10.16182/j.issn1004731x.joss.21-0273

系统仿真学报 ›› 2022, Vol. 34 ›› Issue (7): 1651-1661.doi: 10.16182/j.issn1004731x.joss.21-0273

• 国民经济仿真 • 上一篇

考虑等待提示机制的呼叫中心联合排班方法

于淼¹(), 李曼茹², 赵愈¹

^1.沈阳建筑大学管理学院，辽宁沈阳 110168
^2.中国移动通信集团辽宁有限公司，辽宁鞍山 114001

收稿日期:2021-03-31 修回日期:2021-05-20 出版日期:2022-07-30 发布日期:2022-07-20
作者简介:于淼（1987-），女，博士，副教授，研究方向为服务运作管理，排队优化。E-mail：yumiao1213@126.com
基金资助:
国家自然科学基金(71701137);辽宁省自然科学基金(2019-ZD-0296);辽宁省教育厅青年科技人才育苗项目(lnqn202029)

Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information

Miao Yu¹(), Manru Li², Yu Zhao¹

^1.School of Management, Shenyang Jianzhu University, Shenyang 110168, China
^2.China Mobile's Liaoning branch, Anshan 114001, China

Received:2021-03-31 Revised:2021-05-20 Online:2022-07-30 Published:2022-07-20

摘要/Abstract

摘要：

针对带有等待提示的呼叫中心进行联合排班方法研究，针对带等待提示的呼叫排队模型，根据顾客耐心及其放弃行为的影响规律，预测顾客等待时间，从而建立呼叫中心等待提示机制；考虑非平稳到达等因素的影响，结合等待提示的评估方法，利用离散事件调度法建立呼叫中心排班模型，提出基于改进遗传算法的联合排班方法。依据某呼叫中心的实际数据，与传统的两阶段方法进行对比分析，从而验证所提出方法对于解决排班问题的优越性及显著的应用价值。

关键词: 等待提示, 仿真优化, 两阶段排班, 联合排班, 改进遗传算法

Abstract:

A joint shift scheduling method is studied for call center with delay information. According to the queue model of call center with delay information, the influence rule of the customer's patience and abandonment behavior is addressed, and a mechanism of delay information is proposed to estimate the waiting time of customers. Considering the influence of non-stationary arrival and other factors, the scheduling model of the call centers is established by the discrete Event-Scheduling approach. Based on the proposed evaluation method of delay information, the joint shift scheduling method by simulation optimization is designed to solve the scheduling problem with improved genetic algorithm. Based on the actual operation data of a call center, a comparative analysis with the traditional two-stage method is conducted to verify the superiority and significant application value of the proposed method for solving the scheduling problem.

Key words: delay information, simulation optimization, two-stages method, joint scheduling method, improved genetic algorithm

中图分类号:

N945

于淼, 李曼茹, 赵愈. 考虑等待提示机制的呼叫中心联合排班方法[J]. 系统仿真学报, 2022, 34(7): 1651-1661.

Miao Yu, Manru Li, Yu Zhao. Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information[J]. Journal of System Simulation, 2022, 34(7): 1651-1661.

图/表 13

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参考文献 16

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班次	工作时间	班次	工作时间
1	09:00—12:00，13:00—16:00	6	14:00—17:00，18:00—21:00
2	10:00—13:00，14:00—17:00	7	09:00—13:00，14:00—18:00
3	11:00—14:00，15:00—18:00	8	10:00—14:00，15:00—19:00
4	12:00—15:00，16:00—19:00	9	11:00—15:00，16:00—20:00
5	13:00—16:00，17:00—20:00	10	12:00—16:00，17:00—21:00

重拨概率	接受服务概率约束值/%	服务率	初始耐心时间参数	新耐心时间参数	直接放弃率	重拨延迟	种群规模	交叉概率	变异概率	保留精英个体数目
$τ$	$l$	$μ$	$γ$	$γ'$	$α 0$	$δ$	$n$	$p c$	$p m$	$s$
0.2	85	0.5	0.8	0.26	0.05	0.5	100	0.65	0.25	30

$λ ¯$	方法	4个班次			6个班次			10个班次
$λ ¯$	方法	$Δ p s / %$	$Δ t p$	$Δ x$ $/ %$	$Δ p s / %$	$Δ t p$	$Δ x$ $/ %$	$Δ p s / %$	$Δ t p$	$Δ x$ $/ %$
1	两阶段	0	0	-8.33	0	0	-6.25	0	0	0
1	联合	0	0	-8.33	0	0	-6.25	0	0	0
3	两阶段	0	0	-7.14	0	0	-5.41	0	0	0
3	联合	0	0	-7.14	0	0	-5.41	0	0	0
5	两阶段	1.39	1	0	1.42	1	-3.5	1.84	1	0
5	联合	0	0	0	0	0	-3.5	0	0	0
7	两阶段	2.01	2	-1.72	3.36	3	0	3.16	2	5.45
7	联合	0	0	-1.72	0	0	0	0	0	5.45
9	两阶段	3.67	3	-1.369	4.32	3	1.06	4.77	3	4.29
9	联合	0	0	-1.369	0	0	1.06	0	0	4.29
11	两阶段	1.05	2	0	4.52	3	2.65	4.85	3	5.95
11	联合	0	0	0	0	0	2.65	0	0	5.95
13	两阶段	1.43	2	0	5.83	3	3.03	6.15	3	9.09
13	联合	0	0	0	0	0	3.03	0	0	9.09
15	两阶段	1.38	2	0	7.03	3	1.32	6.96	3	7.96
15	联合	0	0	0	0	0	1.32	0	0	7.96

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考虑等待提示机制的呼叫中心联合排班方法

Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information

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