Abraham, Jon P.
Heinricher, Arthur C.
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.
Worcester Polytechnic Institute
Major Qualifying Project
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