# Optimized Agent Shift Scheduling Using Multi-Phase Allocation Approach

arXiv: https://arxiv.org/abs/2511.22632 · HTML: https://mlsanity.com/paper/2511.22632/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 1 of its 12 references that are in the map.
- First posted on arXiv 27 Nov 2025.

## Builds on (most cited first, 1 of 1)

- [A practice-oriented overview of call center workforce planning](https://mlsanity.com/paper/2101.10122/) (2021)

## Abstract (arXiv)

Effective agent shift scheduling is crucial for businesses, especially in the Contact Center as a Service (CCaaS) industry, to ensure seamless operations and fulfill employee needs. Most studies utilizing mathematical model-based solutions approach the problem as a single-step process, often resulting in inefficiencies and high computational demands. In contrast, we present a multi-phase allocation method that addresses scalability and accuracy by dividing the problem into smaller sub-problems of day and shift allocation, which significantly reduces number of computational variables and allows for targeted objective functions, ultimately enhancing both efficiency and accuracy. Each subproblem is modeled as a Integer Programming Problem (IPP), with solutions sequentially feeding into the subsequent subproblem. We then apply the proposed method, using a multi-objective framework, to address the difficulties posed by peak demand scenarios such as holiday rushes, where maintaining service levels is essential despite having limited number of employees