1. Federal Reserve Bank of Dallas Alex Grosjean & Brianna Bauer

2. Federal Reserve Bank of Dallas About the Problem Every month, the U.S. Treasury sends out checks via snail mail for social security payments It costs about $1 to write and send each check Trying to implement Direct Deposit to eliminate high costs Cost is about 9 cents per Direct Deposit (91 cents savings) www.godirect.org ROI of 10 Years Call Center Scheduling

3. Federal Reserve Bank of Dallas How to Convert to Direct Deposit Online About 25% convert online Problem: dealing with seniors, who are wary of entering private information onto a website Call Center More comforting for seniors changing where their SSN gets deposited Problem: must staff employees to answer phone calls Call Center Scheduling

4. Federal Reserve Bank of Dallas More Information on the Call Center Must convert 5.3 million clients in 2 years to Direct Deposit March 1 st 2013 is the deadline Most of the business is in the first week of the month SSN checks are sent out first week of the month The Call Center contains 325 seats Permanent and Temporary employees 2 days to train new employees Call Center Scheduling

5. Federal Reserve Bank of Dallas More Information on the Call Center Currently have 17 Permanent Employees Plan to bring in an additional 20 permanents over the next month Temporary Employees are outsourced In the past, temporary employees had the same schedules as permanent employees. They plan to start doing 5 hour shifts, from 11:00 am to 4:00 pm. Call Center Scheduling

6. Federal Reserve Bank of Dallas Current Staffing Models Used Use historical data and gut feelings to predict: Call Curves on a Given Day Forecasting of calls per day in future months Everything done in excel Also used SSA to manipulate historical data Take this data, and hire temporary employees No optimization method used Call Center Scheduling

7. Federal Reserve Bank of Dallas Call Center Scheduling Monthly Call curve is downward sloping Peaks on Wednesdays and Thursday when pamphlets are sent Daily Calls peak between 10:00 AM and 4:00 PM

8. Federal Reserve Bank of Dallas Call Center Scheduling 7:008:009:00 10:15 3:454:455:457:00 11:004:00 Full Time Employees (Perm + Temp) Part Time Temp Employees For Full Time Employees: 1 st Shift: Start at 7:00 AM, end at 3:45 PM. 8 Hour Work Shift and 45 Minute Lunch Break 2 nd Shift: Start at 8:00 AM, end at 4:45 PM For Part Time Employees: Start at 11:00 AM, end at 4:00 PM 5 Hour Shift, no Lunch Break

9. Federal Reserve Bank of Dallas Call Center Scheduling Time Avg Speed Ans Avg Aban Time ACD Calls Avg ACD Time Avg ACW Time Aban Calls Max Delay Flow In Flow Out Extn Out Calls Avg Extn Out Time Dequeued Calls Avg Time Dequeue % ACD Time % Ans Calls Avg Pos Staff Calls Per Pos Totals040021057192895164796933188620060786095 7:00-7:30AM3035210401200100023100202 7:30-8:00AM70682393054008200042100233 8:00-8:30AM811151264337200461005698424 8:30-9:00AM41391522614710800256005196463 9:00-9:30AM2926242256591140010104005596634 9:30-10:00AM9145279275518181005117006694674 10:00-10:30AM564732627143115700988006691774 10:30-11:00AM25792257280569407001222005179813 11:00-11:30AM366145285299678425001629005979814 11:30-12:00PM405155310285498504001080006276814 12:00-12:30PM58121527530471457740013177005665813 12:30-1:00PM692231296283514882800960006167814 1:00-1:30PM66423928930251758030011510062 814 1:30-2:00PM746233321301716382900560006966814 2:00-2:30PM79926228531051598950012530064 814 2:30-3:00PM8782783253326172969001053007265814 3:00-3:30PM691219353295515091600992007170814 3:30-4:00PM644216319295613970700768006770784 4:00-4:30PM47618229728956266111628006583754 4:30-5:00PM7535272277611353001021006396694 5:00-5:30PM48262182976911600740005896604 5:30-6:00PM832138314515300329004799513 6:00-6:30PM90114266505611350004299393 6:30-7:00PM4098271502011533004099373 7:00-7:30PM401435016090014002410062 7:30-8:00PM00000000000000000

10. Federal Reserve Bank of Dallas Integer Programming Model Our goal was to give them a model that was: On Excel, since most of their current models are on Excel Simple to use and easy to understand One that they could actually use, that allows for dynamic data Easy input and easy output Find the optimum schedule for permanent and temporary employees on a given day Call Center Scheduling

11. Federal Reserve Bank of Dallas The Data Calls per Agent per 30 Minute Interval: 3.75 Call Curves Found % of Calls Per 30 Minutes Calls Per 30 Minutes / Total Calls for the Day Predicted Incoming Calls for Each 30 Minute Interval: % Calls Per 30 Min * Total Predicted Calls Per Day Agents Needed Calls Per 30 Minute Interval / Calls Per Agent Call Center Scheduling

12. Federal Reserve Bank of Dallas Call Center Scheduling – Model Inputs (Call Curves) Predictions Data % Based on Past Historical Data 7:00 AM - 7:30 AM1.49% 7:30 AM - 8:00 AM1.94% 8:00 AM - 8:30 AM3.81% 8:30 AM - 9:00 AM4.51% 9:00 AM - 9:30 AM4.63% 9:30 AM - 10:00 AM4.95% 10:00 AM - 10:30 AM5.10% 10:30 AM - 11:00 AM5.42% 11:00 AM - 11:30 AM5.64% 11:30 AM - 12:00 AM5.61% 12:00 PM - 12:30 PM5.23% 12:30 PM -1:00 PM5.45% 1:00 PM - 1:30 PM5.30% 1:30 PM - 2:00 PM5.44% 2:00 PM - 2:30 PM5.75% 2:30 PM - 3:00 PM4.95% 3:00 PM - 3:30 PM5.03% 3:30 PM - 4:00 PM4.58% 4:00 PM - 4:30 PM3.74% 4:30 PM - 5:00 PM2.95% 5:00 PM - 5:30 PM2.60% 5:30 PM - 6:00 PM2.22% 6:00 PM - 6:30 PM1.96% 6:30 PM - 7:00 PM1.42% 7:00 PM - 7:30 PM0.30% Tuesday (1) Wednesd ay (1) Thursday (1) Friday (1) Monday (2) Tuesday (2) Wednesd ay (2) Thursday (2) Friday (2) Monday (3) Tuesday (3) Wednesd ay (3) Thursday (3) Friday (3) 0.61%1.49%0.70%2.48%1.79%1.78%0.44%2.27%1.69%0.61%1.19%0.40%1.71%0.98% 0.94%1.94%0.78%3.06%2.29% 1.30%2.64%2.57%1.45%1.59%0.92%3.23%1.57% 1.19%3.81%1.80%4.53%3.66%3.58%1.84%4.41%3.35%3.03%3.49%1.30%5.36%3.18% 2.14%4.51%2.84%4.52%4.68%4.44%3.15%6.03%4.38%2.73%4.11%2.50%6.30%3.92% 2.97%4.63%3.93%5.42%5.47%5.76%3.64%6.80%5.66%4.34%4.38%3.45%6.59%5.49% 3.34%4.95%4.55%5.56%5.49%6.24%4.15%6.05%5.13%4.34%5.26%3.90%6.72%5.68% 3.56%5.10%5.24%6.12%6.42%6.79%5.23%6.07%6.32%5.11%5.97%4.77%6.75%6.12% 4.24%5.42%5.09%5.19%5.45%6.83%5.69%6.49%6.48%5.69%6.10%5.17%5.98%6.52% 4.75%5.64%5.25%5.12%5.75%6.00%5.63%5.49%6.35%6.36%6.77%5.54%5.82%5.93% 5.30%5.61%5.08%5.22%5.01%5.43%5.92%5.70%5.88%6.49%5.31%5.24%5.88%5.49% 4.97%5.23%5.13%5.15%6.02%4.88%5.95%5.57%6.45%5.65%5.57%6.54%4.94%5.73% 5.89%5.45%5.37% 6.05%6.61%6.84%5.68%5.88%5.75%6.06%6.87%5.78%6.52% 6.01%5.30%4.76%5.02%5.25%5.27%6.76%5.12%6.26%6.29%5.48%6.79%5.01%5.44% 6.57%5.44%5.43%5.70%5.91%5.45%6.96%4.68%5.94%5.35%6.06%7.17%4.33%5.98% 6.44%5.75%5.21%5.99%5.44%5.34%6.27%4.66%5.85%5.92%5.26%7.24%4.59%6.57% 6.68%4.95%5.71%4.81%4.90%4.24%6.28%5.20%5.29%6.02%5.40%6.64%5.20%5.00% 6.88%5.03%5.61%4.68%4.02%4.09%4.90%4.28%3.85%5.28%4.42%6.27%4.30%4.85% 5.76%4.58%5.25%4.39%4.24%3.58%5.25%3.33%3.69%4.37%4.33%5.07%3.17%4.07% 5.44%3.74%5.01%3.34%3.29%2.86%4.28%2.64%1.85%3.73%3.36%4.12%2.55%3.18% 4.40%2.95%4.69%2.58%2.67%2.31%2.64%1.58%2.91%3.23%2.57%2.60%1.87%2.06% 3.79%2.60%3.85%1.77%1.99%2.09%2.21%1.68%1.56%2.76%2.34%2.22%1.36%2.16% 2.95%2.22%3.48%1.80%1.65%1.63%2.15%1.31%1.16%2.25%1.72%2.20%1.23%1.47% 2.51%1.96%2.73%1.17%1.26%1.25%1.36%1.12%0.81%2.12%1.50%1.55%0.61%1.18% 2.22%1.42%2.12%0.82%1.09%1.19%0.97%0.98%0.59%1.08%1.55%1.37%0.58%0.73% 0.43%0.30%0.36%0.22%0.21%0.09%0.18%0.21%0.09%0.03%0.18%0.15%0.13%0.20%

13. Federal Reserve Bank of Dallas Integer Programming Model 117 Total Variables: 51 Possible Schedules for Full Time Permanent Employees (PX) 51 Possible Schedules for Full Time Temporary Employees (TX) 15 Possible Schedules for Part Time Temporary Employees (PTTAX) 292 Constraints # Agents >= # Agents Needed Per Interval Min / Max of each employee type 325 Seat Capacity Integer Variables Positive Numbers Call Center Scheduling

14. Federal Reserve Bank of Dallas Call Center Scheduling – Model Inputs / Outputs Overview Primary Inputs: Calls per Agent per 30 Minute Interval3.75 Estimated Calls on a Given Day 15000 Month of the Year March Day of the Month (Week) Wednesday (1) Full Time Permanent Employees: Cost per hour of Permanent Employee $ 1.00 Minimum number of Permanent Employees37 Maximum number of Permanent Employees37 Full Time Temporary Employees: Cost per hour of Full Time Temporary Employee $ 2.00 Minimum Number of Full Time Temp Available0 Maximum Number of Full Time Temp Available325 Part Time Temporary Employees (5 HOURS) Cost per hour of Part Time Temporary Employees $ 1.63 Minimum Number of Part Time Temp Available0 Maximum Number of Part Time Temp Available325 Other: Minimum time before lunch (in mins)120 Maximum Seats Available 325 Employee Schedule Outputs for Wednesday (1) in March Hour to Start Employees Full Time Perm Full Time Temp 5 Hour Temp 6 Hour Temp 7.5 Hour Temp 7:00 AM11530 7:30 AM1140 8:00 AM0740 8:30 AM014 9:00 AM0414 9:30 AM0140 10:15 AM25420 10:30 AM 0 11:00 AM 0 11:30 AM 0 12:00 PM 0 12:30 PM 8 1:00 PM 0 1:30 PM 12 2:00 PM 0 372154800 Total Employees: 300

15. Possible Employee Schedule.P1P2P3P4P5P6P7P8P9P10P11P12P13P14P15P16P17P18P19P20P21P22P23P24P25P26P27P28P29P30P31P32P33P34P35P36P37P38P39P40P41P42P43P44P45P46P47P48P49P50P51 Number of Employees.0000008201000000100000000000000000000000000000000025 7:00 AM-7:15 AMXXXXXXXXXXX -7:30 AMXXXXXXXXXXX -7:45 AMXXXXXXXXXXXXXXXXXXXXXX -8:00 AMXXXXXXXXXXXXXXXXXXXXXX -8:15 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -8:30 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -8:45 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:00 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:15 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:30 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:45 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:00 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:15 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:30 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:45 AM XXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -11:00 AM XXXXXXXXX XXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXX -11:15 AM XXXXXXXX XXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXX -11:30 AMX XXXXXXXX XXXXXXX XXXXXXX XXXXXXXXXXXXXXXXXX -11:45 AMXX XXXXXXXX XXXXXXX XXXXXX XXXXXXXXXXXXXXXXX -12:00 PMXXX XXXXXXXX XXXXXXX XXXXX XXXXX XXXXXXXXXX -12:15 PMXXXX XXXXXXXX XXXXXXX XXXXX XXXX XXXXXXXXX -12:30 PMXXXXX XXXXXXXX XXXXXXX XXXXX XXX XXX XXXX -12:45 PMXXXXXX XXXXXXXX XXXXXXX XXXXX XXX XX XXX -1:00 PMXXXXXXX XXXXXXXX XXXXXXX XXXXX XXX X XX -1:15 PMXXXXXXXX XXXXXXXX XXXXXXX XXXXX XXX X -1:30 PMXXXXXXXXX XXXXXXXXX XXXXXXXX XXXXXX XXXX XX -1:45 PMXXXXXXXXXX XXXXXXXXXX XXXXXXXXX XXXXXXX XXXXX XXX -2:00 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -2:15 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -2:30 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -2:45 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:00 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:15 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:30 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:45 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:00 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:15 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:30 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:45 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -5:00 PMXXXXXXXXXXXXXXXXXXX -5:15 PMXXXXXXXXXXXXXXXXXXX -5:30 PMXXXXXXXXXXX -5:45 PMXXXXXXXXXXX -6:00 PMXXXXX -6:15 PMXXXXX -6:30 PMX 6:45 PMX 7:00 PM X

16. Possible Employee Schedule.T1T2T3T4T5T6T7T8T9T10T11T12T13T14T15T16T17T18T19T20T21T22T23T24T25T26T27T28T29T30T31T32T33T34T35T36T37T38T39T40T41T42T43T44T45T46T47T48T49T50T51 Number of Employees.3200000021000100003000001 1172001720701300010000400001400042 7:00 AM-7:15 AMXXXXXXXXXXX -7:30 AMXXXXXXXXXXX -7:45 AMXXXXXXXXXXXXXXXXXXXXXX -8:00 AMXXXXXXXXXXXXXXXXXXXXXX -8:15 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -8:30 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -8:45 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:00 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:15 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:30 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -9:45 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:00 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:15 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:30 AMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -10:45 AM XXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -11:00 AM XXXXXXXXX XXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXX -11:15 AM XXXXXXXX XXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXX -11:30 AMX XXXXXXXX XXXXXXX XXXXXXX XXXXXXXXXXXXXXXXXX -11:45 AMXX XXXXXXXX XXXXXXX XXXXXX XXXXXXXXXXXXXXXXX -12:00 PMXXX XXXXXXXX XXXXXXX XXXXX XXXXX XXXXXXXXXX -12:15 PMXXXX XXXXXXXX XXXXXXX XXXXX XXXX XXXXXXXXX -12:30 PMXXXXX XXXXXXXX XXXXXXX XXXXX XXX XXX XXXX -12:45 PMXXXXXX XXXXXXXX XXXXXXX XXXXX XXX XX XXX -1:00 PMXXXXXXX XXXXXXXX XXXXXXX XXXXX XXX X XX -1:15 PMXXXXXXXX XXXXXXXX XXXXXXX XXXXX XXX X -1:30 PMXXXXXXXXX XXXXXXXXX XXXXXXXX XXXXXX XXXX XX -1:45 PMXXXXXXXXXX XXXXXXXXXX XXXXXXXXX XXXXXXX XXXXX XXX -2:00 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -2:15 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -2:30 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -2:45 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:00 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:15 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:30 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -3:45 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:00 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:15 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:30 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -4:45 PMXXXXXXXXXXXXXXXXXXXXXXXXXXXXX -5:00 PMXXXXXXXXXXXXXXXXXXX -5:15 PMXXXXXXXXXXXXXXXXXXX -5:30 PMXXXXXXXXXXX -5:45 PMXXXXXXXXXXX -6:00 PMXXXXX -6:15 PMXXXXX -6:30 PMX 6:45 PMX 7:00 PM X

17. Possible Employee Schedule.PTTA1PTTA2PTTA3PTTA4PTTA5PTTA6PTTA7PTTA8PTTA9PTTA10PTTA11PTTA12PTTA13PTTA14PTTA15 Number of Employees.00014 00000080120 7:00 AM-7:15 AMX -7:30 AMX -7:45 AMXX -8:00 AMXX -8:15 AMXXX -8:30 AMXXX -8:45 AMXXXX -9:00 AMXXXX -9:15 AMXXXXX -9:30 AMXXXXX -9:45 AMXXXXXX -10:00 AMXXXXXX -10:15 AMXXXXXXX -10:30 AMXXXXXXX -10:45 AMXXXXXXXX -11:00 AMXXXXXXXX -11:15 AMXXXXXXXXX -11:30 AMXXXXXXXXX -11:45 AMXXXXXXXXXX -12:00 PMXXXXXXXXXX -12:15 PM XXXXXXXXXX -12:30 PM XXXXXXXXXX -12:45 PM XXXXXXXXXX -1:00 PM XXXXXXXXXX -1:15 PM XXXXXXXXXX -1:30 PM XXXXXXXXXX -1:45 PM XXXXXXXXXX -2:00 PMXXXXXXXXXX -2:15 PMXXXXXXXXXX -2:30 PMXXXXXXXXXX -2:45 PMXXXXXXXXX -3:00 PMXXXXXXXXX -3:15 PMXXXXXXXX -3:30 PMXXXXXXXX -3:45 PMXXXXXXX -4:00 PMXXXXXXX -4:15 PMXXXXXX -4:30 PMXXXXXX -4:45 PMXXXXX -5:00 PMXXXXX -5:15 PMXXXX -5:30 PMXXXX -5:45 PMXXX -6:00 PMXXX -6:15 PMXX -6:30 PMXX 6:45 PMX 7:00 PM X *****Objective= $ 545.00***** LHS>=RHS 64>=59.421.49% 64>=59.421.49% 79>=77.601.94% 79>=77.601.94% 153>=152.393.81% 153>=152.393.81% 181>=180.364.51% 181>=180.364.51% 199>=185.254.63% 199>=185.254.63% 213>=197.834.95% 213>=197.834.95% 213>=204.125.10% 280>=204.125.10% 238>=216.715.42% 228>=216.715.42% 227>=225.805.64% 239>=225.805.64% 226>=224.405.61% 226>=224.405.61% 227>=209.025.23% 210>=209.025.23% 219>=218.115.45% 240>=218.115.45% 212>=211.815.30% 212>=211.815.30% 218>=217.415.44% 286>=217.415.44% 272>=229.995.75% 272>=229.995.75% 272>=197.834.95% 272>=197.834.95% 272>=201.335.03% 272>=201.335.03% 272>=183.154.58% 208>=183.154.58% 208>=149.603.74% 193>=149.603.74% 193>=118.142.95% 119>=118.142.95% 119>=104.162.60% 105>=104.162.60% 97>=88.782.22% 93>=88.782.22% 93>=78.291.96% 79>=78.291.96% 67>=56.621.42% 67>=28.310.71%

18. Federal Reserve Bank of Dallas Call Center Scheduling – Model Inputs / Outputs Overview Primary Inputs: Calls per Agent per 30 Minute Interval3.75 Estimated Calls on a Given Day 15000 Month of the Year March Day of the Month (Week) Wednesday (1) Full Time Permanent Employees: Cost per hour of Permanent Employee $ 1.00 Minimum number of Permanent Employees37 Maximum number of Permanent Employees37 Full Time Temporary Employees: Cost per hour of Full Time Temporary Employee $ 2.00 Minimum Number of Full Time Temp Available0 Maximum Number of Full Time Temp Available325 Part Time Temporary Employees (5 HOURS) Cost per hour of Part Time Temporary Employees $ 1.63 Minimum Number of Part Time Temp Available0 Maximum Number of Part Time Temp Available325 Other: Minimum time before lunch (in mins)120 Maximum Seats Available 325 Employee Schedule Outputs for Wednesday (1) in March Hour to Start Employees Full Time Perm Full Time Temp 5 Hour Temp 6 Hour Temp 7.5 Hour Temp 7:00 AM11530 7:30 AM1140 8:00 AM0740 8:30 AM014 9:00 AM0414 9:30 AM0140 10:15 AM25420 10:30 AM 0 11:00 AM 0 11:30 AM 0 12:00 PM 0 12:30 PM 8 1:00 PM 0 1:30 PM 12 2:00 PM 0 372154800 Total Employees: 300

19. Federal Reserve Bank of Dallas The Solution The solution changes each day based on: Predicted number of calls Call Curve, based on the month of the year, the day of the month Calls per Agent per 30 Minutes Other factors to consider Breaks RHS Constraint 90% Call Volume Call Center Scheduling

20. Questions?

21. Federal Reserve Bank of Dallas Call Center Scheduling Possible Blank BLank Blank