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Optimization of Call Centre Scheduling using the Cross-Entropy Method.
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
2014 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
##### Abstract [en]

This thesis project investigates how the cross-entropy method can be applied to the optimization of scheduling problems. It is an important question because lower staffing leads to lower operating cost. Scheduling problems cannot be solved exactly in reasonable time, and finding methods to solve them efficiently is of great importance.

The cross-entropy method has been used with good results for other problems with time-consuming properties. The idea behind the cross-entropy method is to generate a random sample with possible solutions, and calculate how well they performed. Then that information is used to generate a new random sample with greater probabilities around good solutions. The method provides a formula how to update the probability distributions from which the random samples are generated.

The method can be applied to create a schedule for a call centre. However, it is uncertain how good the solutions are, what complexity the method has, and how differences in the problem specification will affect the method’s performance.

##### Abstract [sv]

Detta kandidatexamensarbete utreder om “The Cross-Entropy method” kan tillämpas för att schemalägga personal i ett call centre (teletjänstcentral). Det är intressant eftersom mindre personalkostnader ofta leder till stora besparingar. Schemaläggningsproblem kan inte lösas deterministiskt inom en rimlig tidsram, därför är det ytterst intressant att hitta metoder för att lösa dem snabbare och bättre.

The Cross-Entropy method har tidigare använts för andra problem som också är väldigt tidskrävande, varför den möjligtvis skulle kunna användas på schemaläggning. Idén bakom metoden  är att, utifrån en given sannolikhetsfördelning, generera möjliga lösningar och beräkna hur bra de är. Därefter genereras nya lösningar, fast denna gång med högre sannolikhet där de bra lösningarna var. Metoden ger också formler för hur dessa sannolikhetsfördelningar skall uppdateras.

Metoden kan användas för schemaläggning av ett call centre. Dock är det osäkert hur bra lösningarna är, vilken komplexitet problemet har och hur skillnader i problemspecifikationen påverkar resultatet.

2014. , 26 p.
##### National Category
Engineering and Technology
##### Identifiers
OAI: oai:DiVA.org:kth-147849DiVA: diva2:732633
##### Supervisors
Available from: 2014-07-04 Created: 2014-07-04 Last updated: 2014-07-04Bibliographically approved

#### Open Access in DiVA

Hjalmar Heimbürger & Pontus Resare kandidatexamensarbete(699 kB)130 downloads
##### File information
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Type fulltextMimetype application/pdf
##### By organisation
Optimization and Systems Theory
##### On the subject
Engineering and Technology

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Cite
Citation style
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