Research on shift scheduling on fairness in cloud contact centers

王晓娜; 李军祥

doi:10.13992/j.cnki.tetas.2017.02.022

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Research on shift scheduling on fairness in cloud contact centers

更新时间：2026-04-20

- Research on shift scheduling on fairness in cloud contact centers
- Vol. 30, Issue 2, Pages: 81-84(2017)
- 作者机构：
  
  上海理工大学
- 作者简介：
- 基金信息：
- DOI：10.13992/j.cnki.tetas.2017.02.022
  CLC： F272.92
- Published：2017
- 稿件说明：
移动端阅览
[1]王晓娜,李军祥.基于公平性的云联络中心排班模型研究[J].电信工程技术与标准化,2017,30(02):81-84.

王晓娜, 李军祥. Research on shift scheduling on fairness in cloud contact centers[J]. 2017, 30(2): 81-84.
[1]王晓娜,李军祥.基于公平性的云联络中心排班模型研究[J].电信工程技术与标准化,2017,30(02):81-84. DOI： 10.13992/j.cnki.tetas.2017.02.022.

王晓娜, 李军祥. Research on shift scheduling on fairness in cloud contact centers[J]. 2017, 30(2): 81-84. DOI： 10.13992/j.cnki.tetas.2017.02.022.

摘要

云服务环境下

联络中心能通过排班使坐席满意度达到最优。考虑从提高坐席满意度角度对云联络中心进行坐席排班

以不同区域不同班组之间坐席工作疲劳度差值最小为目标建立模型

保证坐席间的工作疲劳程度的相似性

进而减少员工之间由于不同疲劳度带来的不公平感

并结合案例及LINGO仿真运算验证模型的可行性

该模型为联络中心在云情境下的坐席排班提供了参考。

Abstract

Under the environment of cloud service

contact center can make agents reach the best satisfaction by suitable scheduling. In this paper

we established a shift scheduling model about agents by considering the agent satisfaction in cloud contact centers

the objective of which is minimum in the difference of the agent’s fatigue between different working groups in different areas to ensure the work fatigue degree’s similarity of agents and reduce the injustice caused by the different fatigue. Finally

we validated the feasibility of the model by a case and using LINGO software. The model provides a reference for shift scheduling of contact centers under the cloud situation.

关键词

Keywords

references

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