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This tool generates shifts automatically, such that the shifts match with the daily workload.
The optimizer takes fluctuations in the workload and the typical daily pattern of arriving workload into account.
We give a brief description of this tool.
The main input consists of the required staffing levels in each period of the day.
Furthermore, it requires the following parameters:
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the minimum and maximum allowed length of a shift,
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the number of employees/agents that is required during each interval,
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the fixed price per shift and the price per interval of an agent.
The result is a set of shifts that satisfies these requirements and minimizes a cost function, which is defined as the duration of all shifts multiplied by the cost per interval plus the total number of shifts times the fixed cost.
We remark that this calculator returns only one of the many optimal solutions.
Therefore, it is possible to make afterwards adjustments to the solution without loss of quality.
This can be done in a spreadsheet program, like Excel.
Alltogether, this forms in our opinion a good start for workforce management.
At the moment the online version of the automatic scheduling tool is restricted to solve problems with at most 25 intervals and 25 shifts.
However, it would not be a problem to solve models with hundreds of intervals.
Breaks and multiple skills are implemented in other versions of this tool.
Step 1
The figure below shows the screen on which the parameters of the shifts can be filled in.
Step 2
Next, the screen is displayed on which the staffing level per time interval can be filled in.
The total number of intervals is taken from the previous screen.
A graphical representation of the staffing levels is given below.
We assume that each interval has a duration of one hour and the first interval starts at 08:00 AM.
Step 3
On the final screens, the optimal set of shifts is presented.
The offset denotes the interval at which the shift starts and the length gives the total duration of the shift.
The last column gives the number of times that the shift was present in the optimal solution that was found.
A graphical representation of the optimal solution is given below.
To obtain the Excel-version
(screenshot)
send an EMAIL.
In addition to calls, the Excel-version is capable of scheduling breaks and agents that work, next to calls, also on emails and faxes.
It is assumed that during a time interval agents work either on calls or on faxes and emails.
An extension to a model with call blending is easily possible.
Notes
A multi-skill version of the shift scheduling tool has also been developed.
The model is explained in the following paper:
Simple methods for shift scheduling in multi-skill call centers
(Sandjai Bhulai, Ger Koole, and Auke Pot)
Take a look at a screenshot.
Please send me an email if you are interested.
This tool is developed for call centers, but may also be useful in other application fields.
Concerning call centers, the contribution of this tool is explained next.
In the scheduling process of agents we can often distinguish several steps.
In the first place the staffing levels are determined (with Erlang C and other models).
Next, a set of shifts is composed that meets these staffing levels, and in such a way that it requires as little agents as possible, since agents are expensive.
Eventually, these shifts are assigned to agents and in such a way that the individual preferences of the agents are taken into account.
This tool is developed for the second step.
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