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    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/8476


    Title: CONSTRAIN-BASED PARTICLE SWARM OPTIMIZATION (CBPSO) FOR CALL CENTER SCHEDULING
    Authors: Chiu, CC;Chiu, Chaochang;Wu, MJJ;Wu, Michael Jien-Jarn;Tsai, YT;Tsai, Yaow-Tsarn;Chiu, NH;Chiu, Nan-Hsing;Ho, MSH;Ho, Michael Shan-Hui;Shyu, HJ;Shyu, Horng-Jeng
    Contributors: Department of Healthcare Administration
    Keywords: Particle swarm optimization (PSO);Constraint-based reasoning;Call center scheduling
    Date: 2009-12
    Issue Date: 2010-03-26 10:52:37 (UTC+8)
    Publisher: Asia University
    Abstract: Achieving efficient and optimized call center scheduling is a critical issue to corporate customer services when considering limited resources and complex constraints. This study combines constraint-based reasoning (CDR) mechanisms and particle swarm optimization (PSO) (CBPSO) to solve timetables scheduling problems for customer service department. When PSO searches for solution space, CBR mechanism can be used to reduce invalid solution space of particle search, and to improve solving efficiency. The experimental results showed that CBPSO is able to overcome the efficiency and flexibly concern under constraints in developing work-force timetables. The produced scheduling timetables can also address the labor cost minimization and fairness maximization.
    Relation: INTERNATIONAL JOURNAL OF INNOVATIVE COMPUTING INFORMATION AND CONTROL, 5(12A):4541-4549
    Appears in Collections:[健康產業管理學系] 期刊論文

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