Queuing tasks in a computer system based on evaluating queue information and capability information of resources against a set of rules

• US 10,049,332 B2
• Filed: 03/11/2015
• Issued: 08/14/2018
• Est. Priority Date: 03/11/2015
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Jones, David C., Salas, Sergio A., Fults, John, Flanagan, Michael J.
• Primary Examiner(s): Wai, Eric C
• Assistant Examiner(s): CHU JOY, JORGE A
• Application Number:
  US14/644,975
• Publication Number:
  US 20160266930A1
• Time in Patent Office: 1,252 Days
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

Information related to tasks and resources is leveraged in a computer system to assign one or more new tasks to one or more resources. The approach relies upon historical and predictive data associated with the tasks and resources of a system to assign tasks to resources in a manner which seeks to optimize one or more qualities of task handling. Tasks can then be distributed to their respective resources according to a task assignment so that they may be handled.

Claims

1. A computer-implemented method of distributing tasks among queues corresponding to a set of resources, the method comprising:

accessing task information for a task to be assigned to a queue of a resource for handling,

the task information indicating at least one requirement needed to handle the task and a complexity of the task;

accessing first queue information descriptive of first tasks included in a first queue of a first resource available to handle tasks,

the first queue information indicating a first number of the first tasks included in the first queue of the first resource,

a first complexity of each of the first tasks included in the first queue of the first resource, and

a first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue;

accessing second queue information descriptive of second tasks included in a second queue of a second resource available to handle tasks,

the second queue information indicating a second number of the second tasks in the second queue of the second resource,

a second complexity of each of the second tasks included in the second queue of the second resource, and

a second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue;

accessing first capability information for the first resource available to handle tasks,

the first capability information indicating first types of tasks the first resource is able to handle,

first productivity of the first resource in handling tasks,

a first number of tasks transferred from the first resource to other resources, and

a second number of tasks transferred from the other resources to the first resource;

accessing second capability information for the second resource available to handle tasks,

the second capability information indicating second types of tasks the second resource is able to handle,

second productivity of the second resource in handling tasks,

a third number of tasks transferred from the second resource to the other resources, and

a fourth number of tasks transferred from the other resources to the second resource;

accessing, from electronic storage, a set of rules that control assignment of tasks to the first resource and the second resource to balance an amount of time taken to handle each task across the first resource and the second resource;

evaluating, by at least one processor, against the set of rules, and to produce evaluation results, at least;

(i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task,

(ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue,

(iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue,

(iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and

(v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource;

based on the evaluation results, selecting, by the at least one processor and from among the first queue of the first resource and the second queue of the second resource, the first queue of the first resource to which to assign a first portion of the task and the second queue of the second resource to which to assign a second portion of the task; and

based on selection of the first queue of the first resource to which to assign the task, sending, by the at least one processor, the first portion of the task to the first queue and the second portion of the task to the second queue.

2. The computer-implemented method of claim 1:

wherein accessing task information for the task to be assigned to a queue of a resource for handling comprises accessing task information for multiple tasks, each of which are to be assigned to a queue of a resource for handling, the task information indicating, for each of the multiple tasks, at least one requirement needed to handle each task and complexity of each task; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating, against the set of rules, task information for each task in the multiple tasks, the accessed first queue information, the accessed second queue information, the accessed first capability information, and the accessed second capability information.

3. The computer-implemented method of claim 2:

wherein selecting, from among the first queue of the first resource and the second queue of the second resource, the first queue of the first resource to which to assign a first portion of the task and the second queue of the second resource to which assign a second portion of the task comprises, based on the evaluation results, selecting a particular task assignment model defining the first queue of the first resource and the second queue of the second resource which the multiple tasks are to be assigned; and

wherein sending the first portion of the task to the first queue and the second portion of the task to the second queue comprises sending, in accordance with the particular task assignment model, the multiple tasks to the first resource and the second resource to be handled in parallel.

4. The computer-implemented method of claim 3:

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises generating a set of task assignment models and evaluating each task assignment model against the set of rules; and

wherein selecting the particular task assignment model defining the first queue of the first resource and the second queue of the second resource which the multiple tasks are to be assigned comprises selecting the particular task assignment model from among the set of task assignment models.

5. The computer-implemented method of claim 4:

wherein the evaluation results include a set of qualities for each of the task assignment models in the generated set of task assignment models, each set of qualities including qualities associated with the multiple tasks being handled by the first resource and the second resource as defined by the corresponding task assignment models; and

wherein selecting the particular task assignment model from among the set of task assignment models comprises selecting the particular task assignment model based on the particular task assignment model optimizing the qualities included in its corresponding set of qualities relative to other of the task assignment models.

6. The computer-implemented method of claim 1:

wherein the capability information includes schedule information for the first resource and the second resource indicating when the first resource and the second resource are expected to be available for handling tasks; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating the schedule information for the first resource and the second resource.

7. The computer-implemented method of claim 1:

wherein the at least one requirement needed to handle the task includes a requirement that the task is handled by a resource that is associated with a particular geographic location; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating a requirement that the task is handled by a resource that is associated with a particular geographic location for each task.

8. The computer-implemented method of claim 1:

wherein the at least one requirement needed to handle the task includes a requirement that the task is handled by a particular point in time; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating a requirement that the task is handled by a particular point in time for each task.

9. The computer-implemented method of claim 1, wherein each task comprises a task of processing data associated with at least one loan application received by a lending entity.

10. The computer-implemented method of claim 9, wherein the task of processing data associated with at least one loan application is handled at least in part by a loan processor.

11. The computer-implemented method of claim 9, wherein the task of processing data associated with at least one loan application is handled at least in part by an automated agent that automatically processes tasks associated with loan applications.

12. The computer-implemented method of claim 9:

wherein the complexity is based at least on application characteristics including characteristics of the at least one loan application, and applicant characteristics including characteristics of one or more applicants of the at least one loan application; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating application characteristics and applicant characteristics for each task.

13. The computer-implemented method of claim 12:

wherein the complexity of each task is reflective of an amount of time historically needed to process data associated with loan applications having the application characteristics and the applicant characteristics; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating complexity information reflective of an amount of time historically needed to process data associated with loan applications have the application characteristics and the applicant characteristics for each task.

14. The computer-implemented method of claim 1:

wherein the capability information indicating the types of tasks each of the first resource and the second resource are able to handle, comprises resource credential information reflective of at least one task-handling licensure level of each of the first resource and the second resource; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating resource credential information reflective of at least one task-handling licensure level of each of the first resource and the second resource.

15. The computer-implemented method of claim 1:

wherein the capability information indicating productivity of each of the first resource and the second resource are in handling tasks comprises a productivity score reflective of a quantity of tasks completed by each of the first resource and the second resource within a predetermined period of time; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating a productivity score for each of the first resource and the second resource reflective of a quantity of tasks completed by the resource within a predetermined period of time.

16. The computer-implemented method of claim 15:

wherein the predetermined period of time comprises a moving window of time, the moving window of time including a current time; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating the productivity score for each of the first resource and the second resource reflective of the quantity of tasks completed by the resource with a moving time window including a current time.

17. The computer-implemented method of claim 1:

wherein the set of rules that control assignment of tasks to the first resource and the second resource to balance an amount of time taken to handle each task across the first resource and the second resource further control assignment of tasks to the first resource and the second resource to increase queue capacity at a predetermined rate for more-recently deployed resources and maintain queue capacity for less-recently resources; and

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource comprises evaluating deployment information for each of the first resource and the second resource.

18. The computer-implemented method of claim 1:

wherein evaluating, against the set of rules and to produce the evaluation results, at least (i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task, (ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue, (iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue, (iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and (v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource, comprises predicting one or more first and second qualities of a first process of the first portion of the task and the second process of the task being handled by each of the first resource and the second resource and performing a linear programming optimization process to determine a task assignment associated with at least one optimal predicted quality for the first resource and the second resource; and

wherein the method further comprises;

receiving first resource feedback indicating one or more first qualities of the first process of the first portion of the task being handled by the first resource associated with the first queue;

receiving second resource feedback indicating one or more second qualities of the second process of the second portion of the task being handled by the second resource associated with the second queue;

evaluating the one or more first predicted qualities of the first process of the first portion of the task being handled by the first resource associated with the first queue against the one or more second qualities of the second process of the second portion of the task being handled by the second resource associated with the second queue indicated by the first and second resource feedback; and

based on the evaluation results, updating one or more of the task information, queue information, capability information, and set of rules.

19. A task distribution system comprising:

at least one processor; and

at least one memory coupled to the at least one processor having stored thereon instructions which, when executed by the at least one processor, causes the at least one processor to perform operations comprising;

accessing task information for a task to be assigned to a queue of a resource for handling,

the task information indicating at least one requirement needed to handle the task and a complexity of the task;

accessing first queue information descriptive of first tasks included in a first queue of a first resource available to handle tasks,

the first queue information indicating a first number of the first tasks included in the first queue of the first resource,

a first complexity of each of the first tasks included in the first queue of the first resource, and

a first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue;

accessing second queue information descriptive of second tasks included in a second queue of a second resource available to handle tasks,

the second queue information indicating a second number of the second tasks in the second queue of the second resource,

a second complexity of each of the second tasks included in the second queue of the second resource, and

a second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue;

accessing first capability information for the first resource available to handle tasks,

the first capability information indicating first types of tasks the first resource is able to handle,

first productivity of the first resource in handling tasks,

a first number of tasks transferred from the first resource to other resources, and

a second number of tasks transferred from the other resources to the first resource;

accessing second capability information for the second resource available to handle tasks,

the second capability information indicating second types of tasks the second resource is able to handle,

second productivity of the second resource in handling tasks,

a third number of tasks transferred from the second resource to the other resources, and

a fourth number of tasks transferred from the other resources to the second resource;

accessing, from electronic storage, a set of rules that control assignment of tasks to the first resource and the second resource to balance an amount of time taken to handle each task across the first resource and the second resource;

evaluating, by at least one processor, against the set of rules, and to produce evaluation results, at least;

(i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task,

(ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue,

(iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue,

(iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and

(v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource;

based on the evaluation results, selecting, by the at least one processor and from among the first queue of the first resource and the second queue of the second resource, the first queue of the first resource to which to assign a first portion of the task and the second queue of the second resource to which to assign a second portion of the task; and

based on selection of the first queue of the first resource to which to assign the task, sending, by the at least one processor, the first portion of the task to the first queue and the second portion of the task to the second queue.

20. At least one non-transitory computer-readable storage medium encoded with executable instructions that, when executed by at least one processor, cause the at least one processor to perform operations comprising:

accessing task information for a task to be assigned to a queue of a resource for handling,

the task information indicating at least one requirement needed to handle the task and a complexity of the task;

accessing first queue information descriptive of first tasks included in a first queue of a first resource available to handle tasks,

the first queue information indicating a first number of the first tasks included in the first queue of the first resource,

a first complexity of each of the first tasks included in the first queue of the first resource, and

a first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue;

accessing second queue information descriptive of second tasks included in a second queue of a second resource available to handle tasks,

the second queue information indicating a second number of the second tasks in the second queue of the second resource,

a second complexity of each of the second tasks included in the second queue of the second resource, and

a second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue;

accessing first capability information for the first resource available to handle tasks,

the first capability information indicating first types of tasks the first resource is able to handle,

first productivity of the first resource in handling tasks,

a first number of tasks transferred from the first resource to other resources, and

a second number of tasks transferred from the other resources to the first resource;

accessing second capability information for the second resource available to handle tasks,

the second capability information indicating second types of tasks the second resource is able to handle,

second productivity of the second resource in handling tasks,

a third number of tasks transferred from the second resource to the other resources, and

a fourth number of tasks transferred from the other resources to the second resource;

accessing, from electronic storage, a set of rules that control assignment of tasks to the first resource and the second resource to balance an amount of time taken to handle each task across the first resource and the second resource;

evaluating, by at least one processor and against, against the set of rules, and to produce evaluation results, at least;

(i) the accessed task information indicating the at least one requirement needed to handle the task and the complexity of the task,

(ii) the accessed first queue information indicating the first number of the first tasks included in the first queue of the first resource, the first complexity of each of the first tasks included in the first queue of the first resource, and the first estimated cumulative amount of time for the first resource to handle all of the first tasks included in the first queue,

(iii) the accessed second queue information indicating the second number of the second number of the second tasks included in the second queue of the second resource, the second complexity of each of the second tasks included in the second queue of the second resource, and the second estimated cumulative amount of time for the second resource to handle all of the second tasks included in the second queue,

(iv) the first accessed capability information indicating the first types of tasks the first resource is able to handle, the first productivity of the first resource in handling tasks, the first number of tasks transferred from the first resource to the other resources, and the second number of tasks transferred from the other resources to the first resource, and

(v) the second accessed capability information indicating the second types of tasks the second resource is able to handle, the second productivity of the second resource in handling tasks, the third number of tasks transferred from the second resource to the other resources, and the fourth number of tasks transferred from the other resources to the second resource;

based on the evaluation results, selecting, by the at least one processor and from among the first queue of the first resource and the second queue of the second resource, the first queue of the first resource to which to assign a first portion of the task and the second queue of the second resource to which to assign a second portion of the task; and

based on selection of the first queue of the first resource to which to assign the task, sending, by the at least one processor, the first portion of the task to the first queue and the second portion of the task to the second queue.