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Browsing by Advisor Chan, Wyean

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    • A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
    Authors: Ta, Thuy Anh;  Advisor: Chan, Wyean; Bastin, Fabian; L’Ecuyer, Pierre;  Co-Author: - (2021)

    We study a solution approach for a staffing problem in multi-skill call centers. The objective is to find a minimal-cost staffing solution while meeting a target level for the quality of service to customers. We consider a common situation in which the arrival rates are unobserved random variables for which preliminary forecasts are available in a first stage when making the initial staffing decision. In a second stage, more accurate forecasts are obtained and the staffing may have to be modified at a cost, to meet the constraints. This leads to a challenging two-stage stochastic optimization problem in which the quantities involved in the (nonlinear) constraints can only be estimated...