Kombinatorische Verfahren mit Qualitätsgarantien zur Schichtplanung von Call Center Agenten The thesis provides an algorithmic approach to the scheduling problem for call centre agents. It shows that this problem is NP complete and even inapproximable. A broad statistical analysis of call data from a call centre is contained too. Call Center Approximationsalgorithmus Statistische Analyse NP vollständiges Problem Ganzzahlige lineare Optimierung Diskrete Optimierung Scheduling Dual Fitting