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Modèles de dimensionnement et de planification dans un centre d'appels

Abstract : We address in this thesis dimensioning and planning issues in a call center. The purpose is to guarantee a high quality of service at a minimum cost for the company. In the literature, theses issues are generally modeled using the shift-scheduling problem. In this thesis we introduce what we call the activity series paradigm. This paradigm allows dealing with the great diversity of call center constraints and environments. It was used to model and solve the planning and dimensioning problems with an integer linear program. We also, develop a method to optimize a non-linear quality of service in the shift-scheduling problem.
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Submitted on : Friday, April 25, 2008 - 2:47:00 PM
Last modification on : Wednesday, July 15, 2020 - 10:36:10 AM
Long-term archiving on: : Friday, May 28, 2010 - 5:45:13 PM


  • HAL Id : tel-00275832, version 1



Rabie Nait-Abdallah. Modèles de dimensionnement et de planification dans un centre d'appels. Sciences de l'ingénieur [physics]. Ecole Centrale Paris, 2008. Français. ⟨tel-00275832⟩



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