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Scheduling agents using forecast call arrivals at Hydro-Quebec's call centers

Abstract : The call center managers at Hydro-Québec (HQ) need to deliver both low operating costs and high service quality. Their task is especially difficult because they need to handle a large workforce (more than 500 employees) while satisfying an incoming demand that is typically both time-varying and uncertain. The current techniques for determining the schedule of each employee according to the forecast call volumes at HQ are often unreliable, and there is a need for more accurate methods. In this paper, we address the concerns of the call center managers at HQ by modeling the problem of multi-activity shift scheduling. This model has been implemented and tested using real-life call center data provided by HQ.The main contribution of this paper is to demonstrate that a constraint programming (CP) model with regular language encoding can solve large problems in an industrial context. Furthermore, we show that our CP-based formulation has considerably better performance than a well-known commercial software package.
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Contributor : Yassine Hadjadj Aoul Connect in order to contact the contributor
Submitted on : Tuesday, February 3, 2015 - 1:09:30 PM
Last modification on : Wednesday, April 27, 2022 - 3:42:56 AM



Marie Pelleau, Louis-Martin Rousseau, Pierre L'Ecuyer, Walid Zegal, Louis Delorme. Scheduling agents using forecast call arrivals at Hydro-Quebec's call centers. 20th International Conference on Principles and Practice of Constraint Programming (CP 2014), Sep 2014, Lyon, France. pp.862-869, ⟨10.1007/978-3-319-10428-7_61⟩. ⟨hal-01112635⟩



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