Two-stage chance-constrained staffing with agent recourse for multi-skill call centers

@article{Chan2016TwostageCS,
  title={Two-stage chance-constrained staffing with agent recourse for multi-skill call centers},
  author={Wyean Chan and Thuy Anh Ta and Pierre L'Ecuyer and Fabian Bastin},
  journal={2016 Winter Simulation Conference (WSC)},
  year={2016},
  pages={3189-3200}
}
We consider a stochastic staffing problem with uncertain arrival rates. The objective is to minimize the total cost of agents under some chance constraints, defined over the randomness of the service level in a given time period. In the first stage, an initial staffing must be determined in advance based on imperfect forecast of the arrival rates. At a later time, when the forecast becomes more accurate, this staffing can be corrected with recourse actions, by adding or removing agents at the… CONTINUE READING