Related papers: Call-Center Staff Scheduling Considering Performan…
Staff scheduling is a well-known problem in operations research and finds its application at hospitals, airports, supermarkets, and many others. Its goal is to assign shifts to staff members such that a certain objective function, e.g.…
Stress is a pervasive challenge that significantly impacts worker health and well-being. Workplace stress is driven by various factors, ranging from organizational changes to poor workplace design. Although individual stress management…
Shift planning plays a key role for the health and well-being of healthcare workers. It determines when they work and when they can take time off to recover or engage in social activities. Current computer-support in shift planning is…
Detecting psychological stress from speech is critical in high-pressure settings. While prior work has leveraged acoustic features for stress detection, most treat stress as a static label. In this work, we model stress as a temporally…
This paper deals with operational models for integrated shift and task scheduling problem. Staff scheduling problem is a special case of this with staff requirements as given input to the problem. Both problems become hard to solve when the…
Modern business models have enabled service systems to leverage a large pool of casual employees with flexible hours, paid based on piece rates, to fulfill on-demand work. These systems have been successfully implemented in sectors such as…
A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and the decision becomes especially difficult in large systems…
Shift scheduling impacts healthcare workers' well-being because it sets the frame for their social life and recreational activities. Since it is complex and time-consuming, it has become a target for automation. However, existing systems…
Because stress is subjective and is expressed differently from one person to another, generic stress prediction models (i.e., models that predict the stress of any person) perform crudely. Only person-specific ones (i.e., models that…
The manpower scheduling problem is a critical research field in the resource management area. Based on the existing studies on scheduling problem solutions, this paper transforms the manpower scheduling problem into a combinational…
Employee well-being is a critical concern in the contemporary workplace, as highlighted by the American Psychological Association's 2021 report, indicating that 71% of employees experience stress or tension. This stress contributes…
This paper presents a novel methodology to develop scheduling algorithms. The scheduling problem is phrased as a control problem, and control-theoretical techniques are used to design a scheduling algorithm that meets specific requirements.…
While increasing research focuses on the emotional well-being of agile team members, a significant gap remains in emotion monitoring studies for Scrum Masters and meeting organizers, whose impact on team dynamics is crucial. This paper…
Psychological stress detection is an important task for mental healthcare research, but there has been little prior work investigating the effectiveness of psychological stress models on minority individuals, who are especially vulnerable…
Co-scheduling of jobs in data-centers is a challenging scenario, where jobs can compete for resources yielding to severe slowdowns or failed executions. Efficient job placement on environments where resources are shared requires awareness…
Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer…
In this paper, we design an analytically and experimentally better online energy and job scheduling algorithm with the objective of maximizing net profit for a service provider in green data centers. We first study the previously known…
The strains associated with shift work decrease healthcare workers' well-being. However, shift schedules adapted to their individual needs can partially mitigate these problems. From a computing perspective, shift scheduling was so far…
We give an overview of the practice and science of call center workforce planning, where we evaluate the commonly used methods by their quality and the theory by its applicability. As such this paper is useful for developers and consultants…
Staff scheduling is a universal problem that can be encountered in many organizations, such as call centers, educational institution, industry, hospital, and any other public services. It is one of the most important aspects of workforce…