# A practice-oriented overview of call center workforce planning

arXiv: https://arxiv.org/abs/2101.10122 · HTML: https://mlsanity.com/paper/2101.10122/

## Key facts

- Cited by 3 papers in the map (data through 14 Oct 2026).
- First posted on arXiv 21 Jan 2021.

## Built on by (most cited first, 3 of 3)

- [Efficient Customer Service Combining Human Operators and Virtual Agents](https://mlsanity.com/paper/2209.05226/) (2022)
- [Dynamic Scheduling of a Multiclass Queue in the Halfin-Whitt Regime: A Computational Approach for High-Dimensional Problems](https://mlsanity.com/paper/2311.18128/) (2023)
- [Optimized Agent Shift Scheduling Using Multi-Phase Allocation Approach](https://mlsanity.com/paper/2511.22632/) (2025)

## Abstract (arXiv)

We give an overview of the practice and science of call center workforce planning, where we evaluate the commonly used methods by their quality and the theory by its applicability. As such this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management, and for researchers interested in practically relevant science.