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This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with dierent qualifications serve multiple customer classes with dif- ferent needs. We assume that customers are impatient, abandon if they have to wait, and that they may retry. A discrete-time modeling approach is used to capture the dynamics of the system due to time-dependent arrival rates. Stang levels and shift schedules are simultaneously optimized over a set of dierent approximate realizations of the underlying stochastic processes to consider the randomness of the system. The numerical results indicate that the presented approach works best for medium-sized and large contact centers with skills-based routing of customers for which stochastic queueing models are rarely applicable.

Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials