# Topics in Workforce management, in a contact center context.

Pre-defense Seminar

Göran Svensson will give a preview of his thesis that will be defended on the 27th of September

**Time: **
Fri 2019-09-20 11.00 - 12.00

**Location: **
F11

**Lecturer: **
Göran Svensson

**Abstract**

A multiclass and multiserver queuing network with independent queues and a common budget constraint is modelled and analyzed. The multiobjective optimization problem of minimizing server costs while delivering a high quality of service is solved using the marginal allocation algorithm. The quality of service measures used to quantify customer satisfaction is the conditional value-at-risk measure and the fraction of abandoning customers. It is proved that the conditional value-at-risk measure is integer convex in terms of the number of servers when the customer waiting time is taken as the loss function.

A limited state dependent server sharing system is considered in the context of chat based communication systems. The proposed model is an extension of the Markov queuing model applied to telephone based communication systems, where the agents may serve several customers concurrently. The service intensity provided depend on how many concurrent customers an agent serves which increases the complexity of the model. It is shown how agents of similar performance can be categorised together into groups and thus be handled separately. Several results pertaining to solving such a system are introduced and exemplified.

The process of determining the model parameters is strongly data dependent, i.e., data driven.Some estimation procedures using frequentist and Bayesian strategies are considered.

Some comments on contact center inter-agent fairness are also presented.