Methods and apparatus for work management and routing

• US 8,335,704 B2
• Filed: 01/28/2005
• Issued: 12/18/2012
• Est. Priority Date: 01/28/2005
• Status: Active Grant

• Current Assignee: Pegasystems Incorporated
• Original Assignee: Pegasystems Incorporated
• Inventors: Trefler, Alan, Hofmann, Andreas G.
• Primary Examiner(s): CHOI, PETER H
• Application Number:
  US11/046,211
• Publication Number:
  US 20060173724A1
• Time in Patent Office: 2,881 Days
• Field of Search: 705/7.14
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Methods and apparatus for service-level based and/or skills-based assignment of a work item to one (or more) of a plurality of resources based on fitness, for example, of skills required by the former to those provided by the latter. Assignment takes into account the level of stress on the work item and/or resources, such that the number of resources fit for assignment varies as the level of stress varies. Systems according to the invention can be used, by way of example, to route a call or other request made by a customer to a service center. The requirements for processing the call (determined, for example, by an incoming call operator) are matched against the skill sets of available customer service agents, taking call and/or resource stress levels into account. For example, some implementations may match an incoming call having a low stress factor (e.g., a newly received call from a standard customer) to a smaller pool of agents with both required and desired skills, while assigning a call with a higher stress factor to a larger pool of agents with at least required skills. Other embodiments may match an incoming call having a low stress factor to the larger pool of agents having at least the required skills, while assigning a call with a higher stress factor (e.g., a call from a priority customer) to an agent from the smaller pool of agents who have both required and desired skills.

Claims

1. A computer implemented method of making one or more resource assignments by assigning a work item to one or more resources from a set of plural resources, the method including the steps of

evaluating by a computer a fitness of one or more skills any of required or desired by the work item with one or more skills provided by each of the plural resources, where the evaluation is a function of

(a) a similarity between the one or more skills any of required or desired by the work item and the one or more skills provided by each resource, and

(b) a stress factor, where the stress factor is a measure reflecting a completion status of the work item with respect to at least one deadline associated therewith, and/or of a level of stress on any of

(i) one or more work items,

(ii) one or more resources, and

assigning by a computer the work item to a resource selected from a pool of resources each having at least a selected fitness, wherein as a result of said evaluation of said function, the size of the pool of resources having at least the selected fitness changes as the stress factor varies such that the size changes from any of:

a smaller pool having resources with both the required and desired skills to a larger pool with at least required skills, or

a larger pool with at least required skills to a smaller pool having both the required and desired skills.

2. A method of claim 1 for assigning plural work items to one or more resources, comprising the step of optimizing assignment of the plural work items to the resources based on the fitnesses associated with each of those work items.

3. A method of claim 1, including the steps of:

assigning to each of at least selected resources a skill level indicative of a proficiency of that resource with respect to a given skill, and

wherein the evaluating step includes determining the fitness as an additional function of the skill levels assigned to the resources.

4. A method of claim 3, including the steps of

identifying a skill level required by the work item for each of one or more required desired skills, and

wherein the evaluating step includes determining the fitness as an additional function of the skill level required by the work item for each of one or more required skills.

5. A method of claim 1, including the steps of

assigning to each of at least selected resources a skill level indicative of a proficiency of that resource with respect to each of a plurality of skills, and

wherein the evaluating step includes determining the fitness as an additional function of the skill levels assigned to each of the selected resources.

6. A method of claim 5, including the steps of

identifying a skill level required by the work item for each of one or more required skills, and

wherein the evaluating step includes determining the fitness as an additional function of the skill levels required by the work item.

7. The method of claim 1, wherein said evaluating uses one or more stress factors including a work item stress factor and said size of said pool increases as said work item stress factor changes.

8. The method of claim 1, wherein said evaluating uses one or more stress factors including a work item stress factor and said size of said pool decreases as said work item stress factor changes.

9. The method of claim 1, wherein the work item assigned to the resource in said assigning is a first of multiple work items, and prior to said assigning, the method includes evaluating potential resource assignments for the multiple work items in combination, including determining costs associated with one or more potential resource assignments and determining an overall cost for combinations of potential resource assignments for the multiple work items.

10. A computer implemented method of making one or more resource assignments by assigning a work item to one or more resources from a set of plural resources, the method including the steps of:

evaluating by a computer a fitness of one or more skills any of required or desired by the work item with one or more skills provided by each of the plural resources, where at least one resource has a preferred skill, the evaluation being a function of

(a) a similarity between the one or more skills any of required or desired by the work item and the one or more skills provided by each of the plurality of resources, and

(b) a stress factor, where the stress factor is a measure reflecting a completion status of the work item with respect to at least one deadline associated therewith, and/or of a level of stress on any of

(i) one or more work items,

(ii) one or more resources, and

assigning by a computer the work item to a resource selected from a pool of resources each having at least a selected fitness, wherein as a result of said evaluation of said function, the size of the pool of resources having at least the selected fitness changes as the stress factor varies such that the size changes from any of;

a pool of a first size, which pool has resources that at least provide a matching preferred skill, to a pool of second size, which pool has resources that provide at least one of the matching preferred skill or a matching secondary skill, or

a pool of a first size, which pool has resources that provide at least one of the matching preferred skill or the matching secondary skill, to a pool of a second size, which pool has resources that at least provide the matching preferred skill.

11. A method of claim 10, including the step of assigning relative preference levels to each of a plurality of skills provided by a resource.

12. A method of claim 11, including the step of assigning primary, secondary and tertiary preference levels to skills provided by a resource.

13. A method of claim 10, including the steps of assigning to each of at least selected resources a skill level indicative of a proficiency of that resource with respect to a given skill, and wherein the evaluating step includes determining the fitness as an additional function of the skill levels assigned to the resources.

14. A method of claim 13, wherein the evaluation is a function of a level of stress on a system executing the claimed method.

15. A method of claim 14, wherein the evaluation of fitness of one or more skills required by at least one work item with one or more skills provided by at least one resource varies as a function of the level of stress on the system.

16. A method of claim 15, wherein the evaluation of fitness of one or more skills any of required or desired by at least one work item with one or more skills provided by at least one resource increases as a level of stress on the system increases.

17. A method of claim 16, wherein the evaluation of fitness of one or more skills desired by at least one work item with one or more skills provided by at least one resource increases as a level of stress on the system increases.

18. A method of claim 13, including the steps of

identifying a skill level required by the work item for each of one or more required skills, and

wherein the evaluating step includes determining the fitness as an additional function of the skill level required by the work item for each of one or more required skills.

19. A method of claim 10, including the steps of

assigning to each of at least selected resources a skill level indicative of a proficiency of that resource with respect to each of a plurality of skills, and

wherein the evaluating step includes determining the fitness as an additional function of the skill levels assigned to each of the selected resources.

20. A method of claim 19, including the steps of

identifying a skill level required by the work item for each of a one or more required skills, and

wherein the evaluating step includes determining the fitness as an additional function of the skill levels required by the work item.

21. A computer implemented method of making one or more resource assignments by assigning a work item to one or more resources from a set of plural resources, the method including the steps of

evaluating by a computer a fitness of one or more skills any of required or desired by the work item with one or more skills provided by each of the plural resources, where the evaluation is a function of

(a) a similarity between the one or more skills any of required or desired by the work item and the one or more skills provided by each resource,

(b) a stress factor, where the stress factor is a measure reflecting a completion status of the work item with respect to a deadline associated therewith, and

assigning by a computer the work item to a resource selected from a pool of resources each having at least a selected fitness wherein as a result of said evaluation of said function, the size of the pool of resources having at least the selected fitness changes as the stress factor varies such that the size changes if the work item is not complete when said deadline passes from any of

a smaller pool having resources with both the required and desired skills to a larger pool with at least required skills, or

a larger pool with at least required skills to a smaller pool having both the required and desired skills.

22. A method of claim 21, wherein the stress factor is based on a completion status of the work item with respect to a plurality of deadlines.

23. A method of claim 21, comprising assigning a first stress factor to reflect whether the work item has been completed by a first deadline, assigning one or more other stress factors to reflect whether the work has been completed by one or more other subsequent respective deadlines.

24. A method of claim 23, comprising assigning a first stress factor to reflect whether the work item has been completed by a first deadline or goal deadline, assigning a second stress factor to reflect whether the work item has been completed by a second deadline or due deadline, and assigning a third stress factor to reflect that the work item has not been completed by the due deadline.

25. A method of claim 21, including the steps of

assigning to each of at least selected resources a skill level indicative of a proficiency of that resource with respect to a given skill, and wherein the evaluating step includes determining the fitness as an additional function of the skill levels assigned to the resources.

26. The method of claim 24, wherein the pool is a first size in accordance with the first stress factor when the work item is not complete and a current time is at a first point in time prior to the first deadline, resources of said pool at said first point in time having at least a preferred skill matching a required skill of the work item, said pool having a second size larger than the first size in accordance with the second stress factor when the work item is not complete and a current time is at a second point in time between the first deadline and the second deadline, resources of said pool at said second point in time having at least one of a preferred skill or a secondary skill matching a required skill of the work item.

27. A computer implemented method of making one or more resource assignments by assigning a plurality of work items to one or more resources from a set of plural resources, the method including the steps of

evaluating by a computer for each of the plurality of work items a fitness of

(i) one or more skills any of required or desired by that work item, with

(ii) one or more skills provided by each of the plural resources, where the evaluation is a function of

(a) a similarity between the one or more skills any of required or desired by that work item and the one or more skills provided by each resource, and

(b) a stress factor, where the stress factor is a measure reflecting a completion status of at least one of the plurality of work items with respect to at least one deadline associated therewith, and of a level of stress on any of

(i) one or more work items,

(ii) one or more resources, and

optimizing assignment by a computer of the plurality of work items to the resources based on the respective fitnesses, where at least one of the plural resources is a delaying action, and wherein each of the plurality of work items is assigned a resource selected from a pool of resources each having at least a selected fitness, wherein as a result of said evaluation of said function, the size of the pool of resources having at least the selected fitness changes as the stress factor varies such that the size changes from any of:

a smaller pool having resources with both the required and desired skills to a larger pool with at least required skills, or

a larger pool with at least required skills to a smaller pool having both the required and desired skills.

28. A method of claim 27, comprising assigning a work item to the delaying action and to one or more other resources.

29. A method according to claim 27, comprising the steps of generating one or more further work items that correspond to a work item assigned to the delaying action, and assigning the further work items to one or more resources other than a delaying action.