Staff Scheduling for Inbound Call and Customer Contact Centers

  • Alex Fukunaga
  • Ed Hamilton
  • Jason Fama
  • David Andre
  • Ofer Matan
  • Illah Nourbakhsh


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.