Abstract. We study an iterative cutting-plane algorithm on an integer program, for minimizing the staffing costs of a multiskill call center subject to service-level requirements which are estimated by simulation. We solve a sample average version of the problem, where the service-levels are expressed as functions of the staffing for a fixed sequence of random numbers driving the simulation.An optimal solution of this sample problem is also an optimal solution to the original problem when the sample size is large enough. Several difficulties are encountered when solving the sample problem, especially for large problem instances, and we propose practical heuristics to deal with these difficulties. We report numerical experiments with examples of different sizes. The largest example corresponds to a real-life call center with 65 types of calls and 89 types of agents (skill groups).

In this we paper we study techniques for generating valid convex constraints for mixed 0-1 conic programs. We show that many of the techniques developed for generating linear cuts for mixed 0-1 linear programs, such as the Gomory cuts, the lift-and-project cuts, and cuts from other hierarchies of tighter relaxations, extend in a straightforward manner to mixed 0-1 conic programs. We also show that simple extensions of these techniques lead to methods for generating convex quadratic cuts. Gomory cuts for mixed 0-1 conic programs have interesting implications for comparing the semidefinite programming and the linear programming relaxations of combinatorial optimization problems, e.g. we show that all the subtour elimination inequalities for the traveling salesman problem are rank-1 Gomory cuts with respect to a single semidefinite constraint. We also include results from our preliminary computational experiments with these cuts.

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