Solving a real bi-objective skilled agent assignment problem in the service-to-business domain, considering both economic efficiency and agent satisfaction

摘要

In this article, we introduce a mixed integer linear programming (MILP) model for a real bi-objective agent assignment problem in the service-to-business domain. Agents with different skill types, skill levels and work contract types have to be assigned to tasks required by clients. Tasks usually require a big number of agents but this number is stable over time. Choosing the assignment, the company has two important objectives to attain including minimizing the global travel costs and maximizing the satisfaction level of its agents related to their average work trip duration. Based on the MILP model proposed, we perform some experiments on a real database provided by a Brazilian partner. These experiments allow us to study the interactions between the objectives, and the impact of some important characteristics on the solutions of the problem.