New Proposed Mobile Telecommunication Customer Call Center Roster Scheduling Under the Graph Coloring Approach

The call center roster scheduling is one of the significant problem in the mobile telecommunication roster management systems today; especially, creates work plan and allocates working hours for the whole day under the three shifts creates big challenge for the administrators who responsible for creating roster time tables. As a result of assigning employees into roster timetables under the manual scheduling systems create this problem more complicated. This new proposed automated roster scheduling approach developed under the two stages. As an initially, Enhanced Greedy Optimization algorithm is implemented to optimize the hotline roster and compared with other optimization algorithms (Simulated Annealing and Genetic Algorithm). In the Second stage, client server based framework introduced to access and update roster timetables for administrators as well as employees with different access levels.

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