Title: USING GENETIC ALGORITHMS WITH SIMULATION IN VALUE BASED ROUTING IN CONTACT CENTERS

Year of Publication: Jul - 2013
Page Numbers: 200-207
Authors: Ehsan Mohammady, Shahriar Mohammadi
Conference Name: The Fourth International Conference on e-Learning (ICEL2013)
- Czech Republic

Abstract:


Customer contact centers, usually handle several types of customer service requests (calls). Customer service representatives (Agents) have different skills to handle different requests. Contact centers usually use skill-based routing (SBR) as routing algorithm, to assign calls to appropriate agent. Enterprise contact centers use value-based routing (VBR) as a routing algorithm, to maximize expected value accrued from having the agent handle the call. There are several VBR algorithms, they usually use stochastic models for arrivals of call types and their service-time distributions, or use linear programming algorithms. In this paper, genetic algorithm is introduced with computer simulation with the aim of finding best expected value. The main advantage of this algorithm is easy implementation, and does not need to resolve complex linear programming. Finally, with linear programming efficiently of the algorithm will be evaluated with several samples.