Multi-Agent Reinforcement Learning with Long-Term Performance Objectives for Service Workforce Optimization
This work addresses workforce optimization for organizations by integrating previously separate sub-problems, though it is incremental as it focuses on simulation development rather than new algorithms.
The authors tackled the problem of integrated workforce optimization by creating a modular simulator that models interdependent aspects like personnel dispatch and workforce management, providing configurable scenarios and baselines for benchmarking.
Workforce optimization plays a crucial role in efficient organizational operations where decision-making may span several different administrative and time scales. For instance, dispatching personnel to immediate service requests while managing talent acquisition with various expertise sets up a highly dynamic optimization problem. Existing work focuses on specific sub-problems such as resource allocation and facility location, which are solved with heuristics like local-search and, more recently, deep reinforcement learning. However, these may not accurately represent real-world scenarios where such sub-problems are not fully independent. Our aim is to fill this gap by creating a simulator that models a unified workforce optimization problem. Specifically, we designed a modular simulator to support the development of reinforcement learning methods for integrated workforce optimization problems. We focus on three interdependent aspects: personnel dispatch, workforce management, and personnel positioning. The simulator provides configurable parameterizations to help explore dynamic scenarios with varying levels of stochasticity and non-stationarity. To facilitate benchmarking and ablation studies, we also include heuristic and RL baselines for the above mentioned aspects.