Optimized Agent Shift Scheduling Using Multi-Phase Allocation Approach

• URL: http://arxiv.org/abs/2511.22632v1
• Date: Thu, 27 Nov 2025 17:10:59 GMT
• Title: Optimized Agent Shift Scheduling Using Multi-Phase Allocation Approach
• Authors: Sanalkumar K, Koushik Dey, Swati Meena,
• Abstract summary: We present a multi-phase allocation method that addresses scalability and accuracy by dividing the problem into smaller sub-problems of day and shift allocation.<n>We then apply the proposed method, using a multi-objective framework, to address the difficulties posed by peak demand scenarios such as holiday rushes.
• Score: 0.0
• License: http://creativecommons.org/licenses/by-nc-nd/4.0/
• Abstract: Effective agent shift scheduling is crucial for businesses, especially in the Contact Center as a Service (CCaaS) industry, to ensure seamless operations and fulfill employee needs. Most studies utilizing mathematical model-based solutions approach the problem as a single-step process, often resulting in inefficiencies and high computational demands. In contrast, we present a multi-phase allocation method that addresses scalability and accuracy by dividing the problem into smaller sub-problems of day and shift allocation, which significantly reduces number of computational variables and allows for targeted objective functions, ultimately enhancing both efficiency and accuracy. Each subproblem is modeled as a Integer Programming Problem (IPP), with solutions sequentially feeding into the subsequent subproblem. We then apply the proposed method, using a multi-objective framework, to address the difficulties posed by peak demand scenarios such as holiday rushes, where maintaining service levels is essential despite having limited number of employees

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