System and method for automating workflow

Details System and method for automating workflow System and method for automating workflow

G - Physics

06

Q

G06Q 10/00 (2006.01) G06Q 50/00 (2006.01)

Patent

CA 2605853

Systems and methods for assigning, delivering, and monitoring tasks are discussed that allow the supervisor to view a task type on which a agent below the supervisor in the hierarchy is working, the amount of time that the agent is taking to complete that task, and the target amount of time that are spent to complete such a task. The supervisor can also define the types of tasks that a particular agent can receive and be assigned. This mechanism would allow the supervisor to dynamically manage resources, enabling the supervisor to assign additional resources to short-term anomalies efficiently. In other words, the system allows supervisors to assign tasks to their agent based on agents known skill sets and the skills required to complete the task.

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