假設客服中心的營運時間為 8:30 至 18:00，由四個服務專員支援多種語言的通話。可能的代理程式有三種可能指派的情況：8:30-16:30、9:00-17:00 和 10:00-18:00。從之前的預測中，您知道每種語言的需求因星期幾而異。星期一的通話通常以英文和葡萄牙文提供服務，因此至少要有一位具有這些語言的代理程式。每個週二通常使用西班牙文和法文，因此每種語言都至少要有一位服務專員精通。無論何種語言，一律至少要有兩個可用代理程式。
每天調節幾次
在這個客服中心範例中，每天有三次異動，且規劃期間橫跨兩天。例如，特定星期一的 8:30-16:30 位移會表示如下：
{
"shifts": [
{
"id": "Monday-2024-7-1 8:30-16:30",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 16,
"minutes": 30
}
}
]
}
含有六位位移的範例
{
"shifts": [
{
"id": "Monday-2024-7-1 8:30-16:30",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 16,
"minutes": 30
}
},
{
"id": "Monday-2024-7-1 9:00-17:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 9
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 17
}
},
{
"id": "Monday-2024-7-1 10:00-18:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 10
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 18
}
},
{
"id": "Tuesday-2024-7-2 8:30-16:30",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 16,
"minutes": 30
}
},
{
"id": "Tuesday-2024-7-2 9:00-17:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 9
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 17
}
},
{
"id": "Tuesday-2024-7-2 10:00-18:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 10
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 18
}
}
]
}
員工技能語言
服務專員熟悉的語言會以 skill 表示。第一位專員 Lauren 熟悉西班牙文和葡萄牙文，其組成方式如下：
{
"employees": [
{
"id": "Lauren",
"role_ids": [
"Agent"
],
"skill_ids": [
"ES",
"PR"
]
}
]
}
也可以按照其他範例所述，新增其他類型的排程限制、轉移要求和員工偏好設定。
四名員工共襄盛舉的範例
{
"employees": [
{
"id": "Lauren",
"role_ids": [
"Agent"
],
"skill_ids": [
"ES",
"PR"
]
},
{
"id": "Markus",
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"PR"
]
},
{
"id": "Hans",
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"ES"
],
"shiftRequests": [
{
"shiftIds": [
"Monday-2024-7-1 10:00-18:00"
],
"type": "STATUS_NOT_WORK"
}
]
},
{
"id": "Peter",
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"FR"
],
"shiftPreferences": [
{
"shiftId": "Monday-2024-7-1 10:00-18:00",
"preference": 1
}
]
}
]
}
服務專員和語言的需求涵蓋範圍
代理程式或特定語言的需求取決於「服務涵蓋範圍規定」。兩個代理程式的需求是在 roleRequirements 中指定，而 skillRequirements 中已指定語言的需求。週一和週二的涵蓋範圍要求以下列形式表示：
{
"coverageRequirements": [
{
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 18
},
"roleRequirements": [
{
"role_id": "Agent",
"target_employee_count": 1,
"priority": "PRIORITY_HIGH"
}
],
"skillRequirements": [
{
"skill_id": "EN",
"target_employee_count": 1
},
{
"skill_id": "PR",
"target_employee_count": 1
}
]
},
{
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 18,
"minutes": 0
},
"roleRequirements": [
{
"role_id": "Agent",
"target_employee_count": 1,
"priority": "PRIORITY_HIGH"
}
],
"skillRequirements": [
{
"skill_id": "ES",
"target_employee_count": 1
},
{
"skill_id": "FR",
"target_employee_count": 1
}
]
}
],
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"ES",
"FR",
"PR"
]
}
請注意，您必須在要求中定義所有角色和技能 ID。這些欄位必須與用來定義員工的 ID 相符。
完整要求範例
{
{
"requestId": "contact_center_examples",
"solve_parameters": {
"time_limit": {
"seconds": 60
}
},
"employees": [
{
"id": "Lauren",
"role_ids": [
"Agent"
],
"skill_ids": [
"ES",
"PR"
]
},
{
"id": "Markus",
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"PR"
]
},
{
"id": "Hans",
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"ES"
],
"shiftRequests": [
{
"shiftIds": [
"Monday-2024-7-1 10:00-18:00"
],
"type": "STATUS_NOT_WORK"
}
]
},
{
"id": "Peter",
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"FR"
],
"shiftPreferences": [
{
"shiftId": "Monday-2024-7-1 10:00-18:00",
"preference": 1
}
]
}
],
"shifts": [
{
"id": "Monday-2024-7-1 8:30-16:30",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 16,
"minutes": 30
}
},
{
"id": "Monday-2024-7-1 9:00-17:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 9
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 17
}
},
{
"id": "Monday-2024-7-1 10:00-18:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 10
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 18
}
},
{
"id": "Tuesday-2024-7-2 8:30-16:30",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 16,
"minutes": 30
}
},
{
"id": "Tuesday-2024-7-2 9:00-17:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 9
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 17
}
},
{
"id": "Tuesday-2024-7-2 10:00-18:00",
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 10
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 18
}
}
],
"coverageRequirements": [
{
"startDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 1,
"hours": 18
},
"roleRequirements": [
{
"role_id": "Agent",
"target_employee_count": 1,
"priority": "PRIORITY_HIGH"
}
],
"skillRequirements": [
{
"skill_id": "EN",
"target_employee_count": 1
},
{
"skill_id": "PR",
"target_employee_count": 1
}
]
},
{
"startDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 8,
"minutes": 30
},
"endDateTime": {
"year": 2024,
"month": 7,
"day": 2,
"hours": 18,
"minutes": 0
},
"roleRequirements": [
{
"role_id": "Agent",
"target_employee_count": 1,
"priority": "PRIORITY_HIGH"
}
],
"skillRequirements": [
{
"skill_id": "ES",
"target_employee_count": 1
},
{
"skill_id": "FR",
"target_employee_count": 1
}
]
}
],
"role_ids": [
"Agent"
],
"skill_ids": [
"EN",
"ES",
"FR",
"PR"
]
}
}
回應範例
解題工具的回應包含要轉移的代理程式分配，以及最佳化程序的狀態。
以下範例顯示已指派的位移：
{
"solutionStatus": "OPTIMAL",
"shiftAssignments": [
{
"employeeId": "Lauren",
"shiftId": "Tuesday-2024-7-2 10:00-18:00",
"roleId": "Agent"
},
{
"employeeId": "Markus",
"shiftId": "Monday-2024-7-1 8:30-16:30",
"roleId": "Agent"
},
{
"employeeId": "Peter",
"shiftId": "Monday-2024-7-1 10:00-18:00",
"roleId": "Agent"
},
{
"employeeId": "Peter",
"shiftId": "Tuesday-2024-7-2 8:30-16:30",
"roleId": "Agent"
}
],
"requestId": "contact_center_examples"
}