Distributed scheduling to support a call center: A cooperative multiagent approach

This article describes a multiagent system architecture to increase the value of 24-hour-a day call center service. This system supports call centers in making appointments with clients on the basis ofknowledge ofemployees and their schedules. Relevant activities are scheduled for employees in preparation ofsuch appointments. The multiagent system architecture is based on principled design, using the compositional development method for multiagent systems DESIRE. To schedule procedures in which more than one employee is involved, each employee is represented by its own personal assistant agent, and a work manager agent coordinates the schedules of the personal assistant agents and clients through the call center. The multiagent system architecture has been applied to the banking domain, in cooperation with and partially funded by the Rabobank.