Assignment manager

• US 6,850,895 B2
• Filed: 05/30/2001
• Issued: 02/01/2005
• Est. Priority Date: 11/30/1998
• Status: Expired due to Term

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Brodersen, Robert A., Lim, Peter Siam Sy III, Chatterjee, Prashant, Malden, Matthew S., Wandless, Duane
• Primary Examiner(s): BARTUSKA, FRANCIS JOHN
• Application Number:
  US09/866,879
• Publication Number:
  US 20020029161A1
• Time in Patent Office: 1,343 Days
• Field of Search: 705/8, 705/9
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

A method, a program product, and a system for assigning resources to tasks in a rule based, resource constrained system. This is done by receiving as inputs tasks and task attributes; resources and resource attributes; and assignment rules. These inputs are used to searching a database of tasks, task attributes, and assignment rules thereof, to search a database of resources including resource attributes thereof, and to retrieve resources based upon the resource attributes. Resources are assigned to tasks based upon matches and scores of the resource attributes, the task attributes, and the assignment rules.

Claims

1. A method in a computing system for assigning resources to tasks in a rule-based, resource constrained system, the method comprising:

under control of the computing system,

receiving indications of multiple tasks, each task being of one of multiple task types and having multiple task attributes that specify constraints on which resources are able to perform the task;

receiving indications of multiple resources each having multiple resource attributes, the resource attributes of a resource describing aspects of the resource that affect ability of the resource to perform tasks;

receiving indications of multiple distinct assignment rules that are each associated with one of the task types, each assignment rule able to individually assess whether a resource is capable of performing a task of the associated task type; and

using the assignment rules to assign resources to tasks by, for each of the tasks,

selecting one or more of the assignment rules that are associated with the task type to which the task belongs; and

using the selected assignment rules to assess whether resources are capable of performing the task based upon the resource attributes of the resources and the task attributes of the task, the assessing by determining for each of one or more resources whether the resource attributes of the resource indicate that the resource satisfies the constraints of the task attributes for that task.

2. The method of claim 1 wherein each of the assignment rules have associated criteria for use in evaluating resources, and wherein the using of the selected assignment rules includes, for each of the tasks to which resources are assigned:

determining for each of the selected assignment rules any qualified candidate resources that satisfy the criteria associated with that assignment rule;

using the selected assignment rules to score the qualified candidate resources and generate a list of assignee resources;

selecting a primary assignee resource from the generated list based at least in part on the scores; and

generating assignments of one or more resources to the task such that the assigned resources include the primary assignee resource.

3. The method of claim 2 wherein the selecting of the assignment rules that are associated with the task type for the task includes finding all assignment rules available for use with the task and evaluating the found assignment rules with respect to the task attributes for the task.

4. The method of claim 2 wherein the selected assignment rules include all assignment rules that are associated with the task type of the task.

5. The method of claim 2 wherein the determining of the qualified assignment candidate resources is based upon one or more of:

i. position based assignment;

ii. employee based assignment;

iii. all people assignment;

iv. task rules matching task attributes with criteria in the rules;

v. “

compare task to person”

rules matching task attributes with employee or position attributes and/or skills

vi. person rules matching person'"'"'s attributes and/or skills with criteria in rules;

vii. workload rules;

viii. calendar availability rules;

ix. CTI availability rules; and

x. geographic proximity rules.

6. The method of claim 2 wherein the assignment rule criteria are one or more of:

i. composite criteria having multiple attributes;

ii. criteria having a finite range;

iii. criteria having one or more wild cards; and

iv. criteria having an expertise code.

7. The method of claim 2 wherein the determining of the qualified assignment candidate resources includes evaluating each assignment candidate based upon one or more of:

i. removing all candidates that do not satisfy all required criteria; and

ii. removing all candidates that have a workload greater than a pre-assigned maximum workload.

8. The method of claim 2 comprising scoring each qualified candidate for each assignment rule based upon one or more of:

i. the sum of all assignment criteria that satisfy the task'"'"'s attributes;

ii. the expertise weight score of the candidate;

iii. the score of the candidate; and

iv. the workload score.

9. The method of claim 2 wherein generating of a list of assignee resources for an assignment rule is based upon one or more of:

i. keeping all candidates with an assignment score greater than or equal to a minimum score of the assignment rule;

ii. keeping all candidates having an attribute meeting the assignment rule;

iii. choosing a random candidate meeting the assignment rule; and

iv. choosing the candidate having the highest assignment score.

10. The method of claim 2 comprising determining the highest scoring assignment rule as a primary assignment rule.

11. The method of claim 10 comprising selecting as the assignee the candidate assignee having the highest score for the primary assignment rule.

12. The method of claim 10 comprising writing the primary assignment rule and the primary assignee to a database table for the task.

13. The method of claim 2 comprising assigning individuals to tasks in one or more of a one best fit, a random fit, or a round robin fit.

14. The method of claim 2 comprising assigning teams to tasks.

15. The method of claim 14 comprising determining a primary person in the team.

16. The method of claim 2 comprising matching the closest fitting assignee to the task.

17. The method of claim 1 comprising configuring the task attributes.

18. The method of claim 1 comprising extending the task attributes.

19. The method of claim 1 comprising dynamically defining assignment rules.

20. The method of claim 1 comprising assigning tasks in the background.

21. The method of claim 1 comprising assigning tasks in real time and interactively.

22. The method of claim 1 comprising assigning tasks dynamically.

23. The method of claim 2 further comprising

identifying at least one exclusive assignment rule;

and

excluding one or more candidates based on the identification of at least one exclusive assignment rule.

24. The method of claim 1 wherein the multiple task types include service requests, opportunities, contacts, accounts, activities, campaigns and product defects.

25. The method of claim 1 wherein the receiving of the indications of the multiple tasks and of the multiple resources includes searching one or more databases that store information about the tasks and the resources.

26. The method of claim 1 wherein the received indications of the multiple resources include indications of the resource attributes of the resources, and further comprising retrieving one or more of the resources based upon the indicated resource attributes.

27. The method of claim 2 wherein the scoring of the qualified candidate resources includes scoring each qualified candidate for each selected assignment rule.

28. The method of claim 2 wherein the selecting of the primary assignee resource includes determining a highest scoring of the assignment rules and determining a primary assignee resource from the generated list based on that assignment rule.

29. A system for assigning resources to tasks, said system having:

one or more databases that store indications of resources each having multiple resource attributes describing aspects of the resource that affect ability of the resource to perform tasks, that store indications of tasks that are each of one of multiple task types and that each have multiple task attributes reflecting constraints on which resources are able to perform the task, and that store assignment rules that are each associated with one or more task types and are for assessing whether a resource is capable of performing a task of one of the associated task types by determining whether the resource attributes of the resource indicate that the resource has the ability to satisfy the constraints of the task attributes for that task;

a database management system able to retrieve the stored indications for resources based upon their resource attributes and/or able to retrieve the stored indications for tasks based upon their tasks attributes; and

an assignment engine able to assign resources to tasks based upon the resource attributes, the task attributes, and the assignment rules, the assigning based on selecting assignment rules for tasks of a task type based on those assignment rules being associated with that task type and on using the selected assignment rules to assess whether the resources are capable of performing the tasks of that task type.

30. The system of claim 29 wherein the assignment engine is configured to perform the assigning of the resources to the tasks by:

a. receiving as input indications of tasks and/or task attributes, indications of resources and/or resource attributes, and indications of assignment rules;

b. retrieving tasks that match any indicated task attributes from the one or more databases that store tasks;

c. retrieving resources that match any indicated resource attributes from the one or more databases that store resources;

d. retrieving the indicated assignment rules from the one or more databases that store assignment rules; and

e. assigning resources to tasks by the assignment engine based upon the resource attributes, the task attributes, and the assignment rules by, for each of one or more assignment rules associated with a task type, determining for each of one or more resources whether the resource attributes of the resource indicate that the resource satisfies the constraints of the task attributes for each of one or more tasks of the associated task type.

31. The system of claim 30 wherein the system is further adapted for:

a. finding assignment rules for a task;

b. evaluating the assignment rules for a task with reference to attributes of the task;

c. determining at least one candidate resource for each assignment rule that satisfies the task'"'"'s attributes from each assignment rule;

d. evaluating each candidate against assignment rule criteria;

e. scoring each qualified candidate for each assignment rule;

f. applying the assignment rule to scored candidates to generate a list of assignees;

g. determining the highest scoring assignment rule;

h. determining the primary assignee from the highest scoring assignment rule; and

i. generating assignments of resources to tasks.

32. The system of claim 31 wherein the system is further adapted to evaluate all of the assignment rules that satisfy a particular task'"'"'s attributes.

33. The system of claim 32 wherein the system is further adapted to determine assignment candidates based upon one or more of:

i. position based assignment;

ii. employee based assignment;

iii. all people assignment;

iv. task rules matching task attributes with criteria in the rules;

v. “

compare task to person”

rules matching task attributes with employee or position attributes and/or skills;

vi. person rules matching person'"'"'s attributes and/or skills with criteria in rules;

vii. workload rules;

viii. calendar availability rules;

ix. CTI availability rules; and

x. geographic proximity rules.

34. The system of claim 33 wherein the assignment criteria are one or more of:

i. composite criteria having multiple attributes;

ii. criteria having a finite range;

iii. criteria having one or more wild cards; and

iv. criteria having an expertise code.

35. The system of claim 31 wherein the system is further adapted to evaluate each assignment candidate based upon one or more of:

i. removing all candidates that do not satisfy all required criteria; and

ii. removing all candidates that have a workload greater than a pre-assigned maximum workload.

36. The system of claim 31 wherein the system is further adapted to score each qualified candidate for each assignment rule based upon one or more of:

i. the sum of all assignment criteria that satisfy the task'"'"'s attributes;

ii. the expertise weight score of the candidate;

iii. the score of the candidate; and

iv. the workload score.

37. The system of claim 31 wherein the system is further adapted to generate a list of assignees based upon one or more of:

i. keeping all candidates with an assignment score greater than or equal to the assignment rules'"'"' minimum score;

ii. keeping all candidates having an attribute meeting the assignment rule;

iii. choosing a random candidate meeting the assignment rule; and

iv. choosing the candidate having the highest assignment score.

38. The system of claim 31 wherein the system is further adapted to determine the highest scoring assignment rule as a primary assignment rule.

39. The system of claim 38 wherein the system is further adapted to select as the assignee the candidate assignee having the highest score for the primary assignment rule.

40. The system of claim 38 wherein the system is further adapted to write the primary assignment rule and the primary assignee to the task'"'"'s table.

41. The system of claim 31 wherein the system is further adapted for assigning individuals to tasks in one or more of a one best fit, a random fit, or a round robin fit.

42. The system of claim 31 wherein the system is further adapted for assigning teams to tasks.

43. The system of claim 42 wherein the system is further adapted for determining a primary person in the team.

44. The system of claim 31 wherein the system is further adapted for matching the closest fitting assignee to the task.

45. The system of claim 30 wherein the system is further adapted for configuring the tasks.

46. The system of claim 30 wherein the system is further adapted for extending the tasks.

47. The system of claim 30 wherein the system is further adapted for dynamically defining assignment rules.

48. The system of claim 30 wherein the system is further adapted for assigning tasks and tasks in the background.

49. The system of claim 30 wherein the system is further adapted for assigning tasks in real time and interactively.

50. The system of claim 30 wherein the system is further adapted for assigning tasks dynamically.

51. The system of claim 31 wherein the system is further adapted for:

identifying at least one exclusive assignment rule; and

excluding one or more candidates based on the identification of at least one exclusive assignment rule.

52. A computer-readable medium whose contents cause a computing device to assign resources to tasks of multiple task types, by repeatedly performing a method comprising:

receiving an indication of a task that has multiple task attributes representing constraints on which resources are able to perform the task, the task being of one of the multiple task types;

identifying multiple distinct assignment rules that are each associated with the indicated task by selecting assignment rules that are defined for the one task type to which the indicated task belongs, each of the assignment rules able to assess whether a resource is capable of performing tasks of that one task type so as to each individually identifying resources capable of performing the indicated task;

using the multiple identified assignment rules for assigning resources to tasks by, for each of the identified assignment rules,

identifying multiple candidate resources that each possess sufficient capabilities for performing the indicated task to meet a minimum threshold, each of the candidate resources having multiple resource attributes that describe aspects of the resource affecting ability of the resource to perform tasks; and

assessing for each of the candidate resources a degree of ability to perform the indicated task; and

selecting at least one of the candidate resources to perform the indicated task based at least in part on the assessed degrees of ability.

53. The computer-readable medium of claim 52 wherein the assessing of the degrees of ability of the candidate resources includes:

scoring each candidate resource for each identified assignment rule; and

generating a list of assignee resources by applying one or more of the identified assignment rules to the scored candidate resources.

54. The computer-readable medium of claim 52 wherein the selecting of the candidate resources to perform the indicated task includes:

determining a highest scoring of the identified assignment rules;

determining a primary assignee resource from the candidate resources associated with the highest scoring assignment rule; and

assigning at least the determined primary assignee resource to the indicated task.

55. The computer-readable medium of claim 52 wherein the candidate resources are personnel, and wherein the identifying of the multiple candidate resources that each possess sufficient capabilities for performing the indicated task includes considering multiple factors from a group including skills of the personnel, product expertise of the personnel, current availability of the personnel, workload of the personnel, and location of the personnel.

56. The computer-readable medium of claim 52 wherein the assessing of the degrees of ability of the candidate resources includes ranking the candidate resources based on their relative ability to perform the indicated task.

57. The computer-readable medium of claim 52 wherein the task relates to responding to a sales opportunity, and wherein the candidate resources are each a distinct salesperson who can respond to the sales opportunity.

58. The computer-readable medium of claim 52 wherein the task relates to responding to a received service call, and wherein the candidate resources are each a distinct support person who can respond to the service call.

59. The computer-readable medium of claim 52 wherein the selecting of the candidate resources to perform the indicated task includes selecting a team of multiple people to jointly perform the indicated task.

60. The computer-readable medium of claim 52 wherein the selecting of the candidate resources to perform the indicated task includes selecting a job position to perform the indicated task such that the job position does not yet have an associated individual.

61. The computer-readable medium of claim 52 wherein the indication of the task is received interactively from a user, and wherein the assigning of the resources to the tasks using the multiple identified assignment rules is performed in response to the receiving of the indication.

62. The computer-readable medium of claim 52 wherein the indicated task is of a predefined type, and including, before the receiving of the indication of the task, defining the multiple assignment rules based on information supplied by a user, associating the defined rules with the predefined type of task, and storing the defined assignment rules for later use in assigning resources to tasks of the predefined type.

63. The computer-readable medium of claim 52 wherein the computer-readable medium is a memory of a computing device.

64. The computer-readable medium of claim 52 wherein the computer-readable medium is a data transmission medium transmitting a generated data signal containing the contents.

65. The computer-readable medium of claim 52 wherein the contents are instructions that when executed cause the computing device to perform the method.

66. The computer-readable medium of claim 52 wherein the identifying of the multiple candidate resources includes:

evaluating the identified assignment rules with reference to the task attributes of the task;

determining at least one potential candidate resource for each assignment rule that satisfies the task'"'"'s attributes from each assignment rule;

evaluating each potential candidate resource against assignment rule criteria; and

selecting the identified candidate resources from the potential candidate resources based at least in part on the evaluating.

67. A computer-implemented method for assigning resources to tasks, comprising:

under control of a computing system,

receiving indications of multiple distinct types of tasks;

for each of the multiple task types, defining one or more assignment rules that are associated with the task type based on input received from a user, each of the assignment rules having a defined mechanism for assessing whether a resource is capable of performing tasks of the task type; and

after the defining of the assignment rules, repeatedly assigning resources to tasks by,

receiving an indication of a task;

determining the type of the indicated task;

identifying the defined assignment rules that are associated with the determined task type;

using the identified assignment rules to assess multiple resources to determine whether those resources are capable of performing the indicated task; and

selecting one or more of the multiple resources for the indicated task based at least in part on the assessments of those resources.

68. The method of claim 67 wherein each of the tasks have task attributes specifying constraints on which resources are able to perform the task, and wherein each of the resources have resource attributes describing aspects of the resource that affect ability of the resource to perform tasks.

69. The method of claim 67 wherein at least some of the task types have multiple associated assignment rules, and wherein each of the multiple associated assignment rules for a task type have distinct criteria for assessing resources.

70. The method of claim 67 wherein the using of the identified assignment rules to assess the multiple resources to determine whether those resources are capable of performing the indicated task includes ranking at least some of the multiple resources based on a degree of match between the resources and criteria for performing the indicated task.