中文摘要：

云服务环境下，联络中心能通过排班使坐席满意度达到最优。考虑从提高坐席满意度角度对云联络中心进行坐席排班，以不同区域不同班组之间坐席工作疲劳度差值最小为目标建立模型，保证坐席间的工作疲劳程度的相似性，进而减少员工之间由于不同疲劳度带来的不公平感，并结合案例及LINGO仿真运算验证模型的可行性，该模型为联络中心在云情境下的坐席排班提供了参考。

英文摘要：

Under the environment of cloud service,contact center can make agents reach the best satisfaction bysuitable scheduling.In this paper,we established a shift scheduling model about agents by consideringthe agent satisfaction in cloud contact centers,the objective of which is minimum in the difference of theagent’s fatigue between different working groups in different areas to ensure the work fatigue degree’ssimilarity of agents and reduce the injustice caused by the different fatigue.Finally,we validated thefeasibility of the model by a case and using LINGO software.The model provides a reference for shiftscheduling of contact centers under the cloud situation.