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中文摘要：
联络中心是对呼叫中心的发展,排班问题是联络中心的核心问题。针对联络中心的排班问题,考虑班次和人力资源分配等限制条件,采用Erlang-C模型计算人力需求,应用动态集合覆盖算法建立了相应的数学模型,并结合某联络中心的数据验证了算法的计算效率和优化结果。
英文摘要：
Contact Center is the development of call center and the scheduling problem is the core issue of contact center.For scheduling problem of contact center,the Erlang- C model is used to calculate the staff requirements. According to dynamic set covering algorithm,programming model was established under the constraint of the scheduling and labor sources allocateon. By combining the data of a contact center,computational efficiency and optimization results of the algorithm were verified.
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