AI Magazine · 2002 · 16 citations · 5 references
ManagementIndustrial EngineeringOperations ManagementArtificial IntelligenceOperations ResearchSchedulingCall Center OperationsConstraint-based SchedulingJob SchedulingScheduling OptimizationScheduling TheoryService SchedulingAutomated Scheduling SystemsCall Center QueueingCall Center SchedulingCustomer Contact Center ManagementInbound Call Center OperationsScheduling Under Staffing ConstraintsService Quality MetricsStaff Scheduling Systems
The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article describes DIRECTOR, a staff scheduling system for contact centers. DIRECTOR is a constraint-based system that uses AI search techniques to generate schedules that satisfy and optimize a wide range of constraints and service-quality metrics. DIRECTOR has successfully been deployed at more than 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this article.
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Agents that reduce work and information overload
Pattie Maes · Communications of the ACM · 1994 · 2.3K citations