Optimizing Bernoulli routing policies for balancing loads on call centers and minimizing transmission costs

We address the problem of assigning probabilities at discrete time instants for routing toll-free calls to a given set of call centers to minimize a weighted sum of transmission costs and load variability at the call centers during the next time interval. We model the problem as a tripartite graph and decompose the finding of an optimal probability assignment in the graph into the following problems: (i) estimating the true arrival rates at the nodes for the last time period; (ii) computing routing probabilities assuming that the estimates are correct. We use a simple approach for arrival rate estimation and solve the routing probability assignment by formulating it as a convex quadratic program and using the affine scaling algorithm to obtain an optimal solution. We further address a practical variant of the problem that involves changing routing probabilities associated with k nodes in the graph, where k is a prespecified number, to minimize the objective function. This involves deciding which k nodes to select for changing probabilities and determining the optimal value of the probabilities. We solve this problem using a heuristic that ranks all subsets of k nodes using gradient information around a given probability assignment. The routing model and the heuristic are evaluated for speed of computation of optimal probabilities and load balancing performance using a Monte Carlo simulation. Empirical results for load balancing are presented for a tripartite graph with 99 nodes and 17 call center gates.