Faculty Advisor

Abraham, Jon P.

Faculty Advisor

Heinricher, Arthur C.

Abstract

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.

Publisher

Worcester Polytechnic Institute

Date Accepted

May 2014

Major

Mathematical Sciences

Major

Actuarial Mathematics

Project Type

Major Qualifying Project

Accessibility

Unrestricted

Advisor Department

Mathematical Sciences

Advisor Program

Mathematical Sciences

Your accessibility may vary due to other restrictions.

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