Scheduling Optimization Design And Application Of Multi-skill Csball System Based On Set Coverage Algorithm

The difficulty of the call system currently running in enterprises and institutions is how to achieve further development in the service level and service efficiency,and how to further improve the income and operation efficiency of the call center and the user satisfaction through a more reasonable and reasonable shift design.With the segmentation of the business skills,the problem of expanding the customer's needs will become more serious,how to improve the service efficiency,shorten the average queue length of the call and the waiting time for the service processing needs to be solved as soon as possible.In the multi-service-skill call system,the traditional single-skill scheduling theory cannot effectively solve the multi-skill call due to the cross-covering of the business skills among the different agents Call the central scheduling optimization problem.This thesis analyzes in detail the difficulties faced by multi-skill call center scheduling management,including manpower demand prediction,how to find the best routing strategy under the condition of multi-skill seats,the evaluation of system service level in multi-skill scheduling model,how to find the best seat allocation strategy to reduce the manpower cost,etc.In order to solve the above problems,this thesis carries out the optimization research of call center seat scheduling problem based on set coverage model.The main work of this thesis is as follows:The scheduling model based on the set covering theory is based on the original M/ M/ N model for the routing problem of the schedule,and the factors such as the user waiting time and the user's endurance time are also included in the index to measure the quality of the system,so that the manpower demand forecast is more realistic.In view of the complex diversity of the multi-skill call center scheduling problem of the set covering theory,the exact polynomial time algorithm is not present,and the optimal solution cannot be obtained.In this thesis,a genetic algorithm is introduced,and all the agents are divided into a working group,the customer service with different business skills is combined into different groups according to the limited number,the flexibility of the scheduling assignment is improved,and each scheduling scheme is encoded into one chromosome when the coding is solved,By using genetic algorithm,the best scheduling scheme is selected by the choice of the elite and the roulette selection strategy.The scheduling system is designed and implemented,the main functional modules of the system are described,the database design of the system is introduced,and finally the system is tested.This thesis introduces more factors to the traditional scheduling model based on set coverage theory,and aims at the set.The problem that the optimal solution can not be obtained by coverage theory is optimized by genetic algorithm.A scheduling model based on genetic algorithm is designed.Based on this model,the optimized scheduling system is designed and implemented.After the system test,the system is helpful to improve the accuracy of human resource allocation,and the service efficiency is improved obviously.