SATMAP Inc., a global call management software company, aims to investigate a call center structure where a variety of customer inquiries can be handled by an arrangement of agents who individually are trained on various subsets of the possible inquiry types. This problem boils down to a complicated application of queuing theory and optimizations research. For this project, we devised several objective functions for call-agent matching techniques in order to maximize revenue under this framework. In order to expand their current Linear Programming approach of agent assignment, we researched Quadratic Programming and Lagrange Multipliers as possible solutions. After several mathematical and implementation issues, we returned to Linear Programming from a different perspective.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Andrei, Mihnea Stefan
• Elmore, James Edward

Contributors

• Kan, Ittai

Publisher

• Worcester Polytechnic Institute

Identifier

• E-project-050114-144530

Advisor

• Heinricher, Arthur C.
• Abraham, Jon P.

Year

• 2014

Sponsor

• SatMap Inc.

Date created

• 2014-05-01

Resource type

• Major Qualifying Project

Major

• Actuarial Mathematics
• Mathematical Sciences

Rights statement

• In Copyright