Multi-objective scheduling optimization in contact centers using a mixed integer scheduling (mip) model

Abstract

ABSTRACT A method for multi-objective scheduling optimization in contact centers using a mixed-integer scheduling model includes determining, by means of a computer system, the mixed-integer scheduling model based on a plurality of constraints and a plurality of optimization objectives, receiving, by means of the computer system, an activity rule from a queue of activity rules to be scheduled, and scheduling, by means of the computer system, a plurality of contact center agents for one or more activity sessions based on the activity rule by searching for an optimal solution to a generated mixed-integer scheduling problem based on the mixed-integer scheduling model and the activity rule.