作业是关于一个skype的call center排班如何优化的问题。老师不知道从哪搞了3个文档（见附件），没有给任何文字的说明，问我们自己设定一个目标，然后来评判文档中的排班表是否合理。在其中一个excel中有2个排班表，上面的排班表是正在用的的，下面的是让我们判断是否是最优的。如果不是自己设计一个最优的，老师也没有正确答案。判断的标准就是自己设个目标比如减少加班时间或者减少客户等待时间等等，有一个目标就可以了。方法呢，我们有一章的内容如下，应该是希望让我们用这一章里的一种方法吧。（惭愧的是我一个方法都没掌握）

9.3 Structure of Mathematical Models for Decision Support

9.4 Certainty, Uncertainty, and Risk
9.5 Decision Modeling with Spreadsheets
9.6 Mathematical Programming Optimization

9.7 Multiple Goals, Sensitivity Analysis, What-If Analysis, and Goal Seeking 9.8 Decision Analysis with Decision Tables and Decision Trees

此外，这个作业给的3个文档很多地方都看不明白，我写信问了老师，回复如下（标红色字体）。老师也写信问公司，但人家没理他。如果有高人对此题感兴趣肯赐教，请留下邮箱，我发3个文档给你。

1 Could you tell me the wages for weekdays, weekends and work overtime? and how to define the work overtime? In weekdays, the wages are same or different for different shifts?

I have asked the company about overtime and waiting for their response. We can assume regular work hour is 8 and anything above that will be overtime (1.5 regular pay). We can assume the wages are the same for all shifts.

2 the colors’ meaning of green and orange cells?

Green is outside of regular shift (8 – 5). And orange is the weekend shift.

In the green cells there are five kinds of working time: 9am-8pm(11hrs),10am-7pm(10hrs), 11am-8pm(9 hrs)),1pm-8pm(7hrs) and 12pm-9pm(9hrs).

Which one is the normal hours for one day,9 hrs? Normal is 8 hours and anything beyond that will be overtime.

If the time more than nine hours means working overtime, right? Yes

how to explain the 7hrs(1pm-8pm)，one of Tarariq’s working time. Does she will get the same weekday wages or less? These employees are probably hourly workers so it does not really matter

3 The three same times means no one answer the call or the operator answered it and finished it within one minutes?

InviteTime	ResponseTime	EndTime
4/6/16 16:30	4/6/16 16:30	4/6/16 16:30

We can assume it was 1 minute. I did send an email to the company to get clarification.

4 what is the meaning of "10 in PC support and 1 Dispatch for IT, he transfers to 1 of 12 technicians/engineers?"

They provided information to us on how many people they have employed however, this is different than what is reported in the sheet and I am getting clarification from the company.

5 As we got two excel documents (cybertronpc and cybertronit)of peer to peer record, how can I distinguish the eight operator corresponding to which excel records?

I have them the is question and I will let you know as soon as I get a response back