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A research on shift scheduling problem in multi-skill call center

Shift scheduling is the connection between the predicted workload calculation and the staff allocation. Obviously, the predicted workload calculation and staff allocation will become meaningless with bad shifts. Considering the characteristics of the multi-skill call center, a new viewpoint of understanding multi-skill was generated. Based on the new viewpoint and a reasonable assumption, a linear programming model, which is easy to implement and has short computation time, was built to solve the shift scheduling problem. A numerical experiment was presented to testify the effectivity of the model.