TY - JOUR AU - Fukunaga, Alex AU - Hamilton, Ed AU - Fama, Jason AU - Andre, David AU - Matan, Ofer AU - Nourbakhsh, Illah PY - 2002/03/15 Y2 - 2024/03/28 TI - Staff Scheduling for Inbound Call and Customer Contact Centers JF - AI Magazine JA - AIMag VL - 23 IS - 4 SE - Articles DO - 10.1609/aimag.v23i4.1667 UR - https://ojs.aaai.org/aimagazine/index.php/aimagazine/article/view/1667 SP - 30 AB - The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article describes DIRECTOR, a staff scheduling system for contact centers. DIRECTOR is a constraint-based system that uses AI search techniques to generate schedules that satisfy and optimize a wide range of constraints and service-quality metrics. DIRECTOR has successfully been deployed at more than 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this article. ER -