A simulation based scheduling model for call centers with uncertain arrival rates

In this paper we develop a two stage algorithm for scheduling call centers with strict SLAs and arrival rate uncertainty. The first cut schedule can be developed in less than a minute using a constructive heuristic. The schedule is then refined via a simulation based optimization approach. We find that when allowed to run for five minutes or less this two stage process can create a schedule with a total expected cost within a few percentage points of schedules generated using much more computationally intensive methods. This rapid scheduling process is designed to support front line managers who wish to evaluate multiple scheduling options in a what if analysis mode.