ADAPTIVE TASK ASSIGNMENT TO IMPROVE SKILL GROWTH AND BALANCE SERVICE LEVEL AGREEMENTS
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United States of America Patent
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app pub date -
May 30, 2015
filing date -
Nov 13, 2014
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Abstract
Methods and systems may provide for computing the complexities of tasks in a business process management system based on business and process data, and previous durations taken to compute similar tasks. The system and method may also categorize the skill level of one or more users based on user history and other metadata, and use the skill level and task complexity to correlate a task with one or more users that are suitable to complete the task within a related service level agreement. Tasks may be adaptively assigned to users in order to ensure that the tasks are completed as required by the SLA, assigned to less skilled users to improve their skills, and/or dynamically reassigned to ensure that the requirements of the SLA are met. Additionally, the system and method may also be used to manually configure complexities of a task and tag users based on skill level.
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