MULTI-OBJECTIVE SCHEDULE OPTIMIZATION IN CONTACT CENTERS UTILIZING A MIXED INTEGER PROGRAMMING (MIP) MODEL

1 . A method for multi-objective schedule optimization in contact centers utilizing a mixed integer programming model, the method comprising:

determining, by a computing system, the mixed integer programming model based on a plurality of constraints and a plurality of optimization objectives;

receiving, by the computing system, an activity rule from a rule queue of activity rules to be scheduled; and

scheduling, by the computing system, a plurality of contact center agents to one or more activity sessions based on the activity rule by finding an optimal solution to a mixed integer programming problem generated based on the mixed integer programming model and the activity rule.

2 . The method of claim 1 , further comprising:

receiving, by the computing system, schedule information for the contact center;

finding, by the computing system, possible candidate sessions based on the schedule information;

estimating, by the computing system, contributions of each of the plurality of contact center agents and facilitators to each of a plurality of planning groups of the contact center;

identifying, by the computing system, concurrent sessions based on the possible candidate sessions;

identifying, by the computing system, incompatible sessions based on the possible candidate sessions; and

determining, by the computing system, overstaffing with respect to minimum staffing requirements for each of the plurality of planning groups of the contact center.

3 . The method of claim 1 , wherein the plurality of optimization objectives comprises an optimization objective to minimize unassigned contact center agents.

4 . The method of claim 1 , wherein the plurality of optimization objectives comprises an optimization objective to minimize understaffing caused by scheduling the one or more activity sessions.

5 . The method of claim 1 , wherein the plurality of optimization objectives comprises an optimization objective to minimize interrupted activity sessions.

6 . The method of claim 1 , wherein the plurality of optimization objectives comprises an objective to minimize a percentage of opened sessions.

7 . The method of claim 1 , wherein the plurality of constraints comprises a constraint that agents must be either unassigned or assigned to one session.

8 . The method of claim 1 , wherein the plurality of constraints comprises at least one constraint that a number of contact center agents assigned to a scheduled session must be at least a minimum group size and no greater than a maximum group size.

9 . The method of claim 1 , wherein the plurality of constraints comprises a constraint that previously scheduled sessions cannot be unscheduled.

10 . The method of claim 1 , wherein the plurality of constraints comprises a constraint that a number of total sessions scheduled is no greater than a maximum total session count.

11 . The method of claim 1 , wherein the plurality of constraints comprises a constraint that a number of concurrent sessions must be no greater than a maximum number of concurrent sessions.

12 . The method of claim 1 , wherein the plurality of constraints comprises a constraint that only one of two incompatible sessions can be scheduled.

13 . The method of claim 1 , wherein the plurality of constraints comprises a constraint that defines whether understaffing below minimum staffing requirements for respective planning groups is permitted.

14 . The method of claim 1 , further comprising:

updating, by the computing system, the activity rule in response to scheduling the activity rule based on one or more recurrence settings of the activity rule; and

adding, by the computing system, the updated activity rule to the rule queue.

15 . The method of claim 1 , further comprising adding, by the computing system, an initial set of activity rules to the rule queue; and

wherein receiving the activity rule from the rule queue occurs subsequently to adding the initial set of activity rules to the rule queue.

16 . A computing system for multi-objective schedule optimization in contact centers utilizing a mixed integer programming model, the system comprising:

at least one processor; and

at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the computing system to:

determine the mixed integer programming model based on a plurality of constraints and a plurality of optimization objectives;

receive an activity rule from a rule queue of activity rules to be scheduled; and

schedule a plurality of contact center agents to one or more activity sessions based on the activity rule by finding an optimal solution to a mixed integer programming problem generated based on the mixed integer programming model and the activity rule.

17 . The computing system of claim 16 , wherein the plurality of instructions further causes the computing system to:

receive schedule information for the contact center;

find possible candidate sessions based on the schedule information;

estimate contributions of each of the plurality of contact center agents and facilitators to each of a plurality of planning groups of the contact center;

identify concurrent sessions based on the possible candidate sessions;

identify incompatible sessions based on the possible candidate sessions; and

determine overstaffing with respect to minimum staffing requirements for each of the plurality of planning groups of the contact center.

18 . The computing system of claim 16 , wherein the plurality of optimization objectives comprises:

a first optimization objective to minimize unassigned contact center agents;

a second optimization objective to minimize understaffing caused by scheduling the one or more activity sessions;

a third optimization objective to minimize interrupted activity sessions; and

a fourth optimization objective to minimize a percentage of opened sessions.

19 . The computing system of claim 16 , wherein the plurality of constraints comprises:

a first constraint that contact center agents must be either unassigned or assigned to one session;

a second constraint that a number of contact center agents assigned to a scheduled session must be at least a minimum group size;

a third constraint that the number of contact center agents assigned to the scheduled session must be no greater than a maximum group size;

a fourth constraint that previously scheduled sessions cannot be unscheduled;

a fifth constraint that a number of total sessions scheduled is no greater than a maximum total session count;

a sixth constraint that a number of concurrent sessions must be no greater than a maximum number of concurrent sessions;

a seventh constraint that only one of two incompatible sessions can be scheduled; and

an eighth constraint that defines whether understaffing below minimum staffing requirements for respective planning groups is permitted.

20 . The computing system of claim 16 , wherein the plurality of instructions further causes the computing system to:

update the activity rule in response to scheduling the activity rule based on one or more recurrence settings of the activity rule; and

add the updated activity rule to the rule queue.