Importance

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Abstract

Computerized methods and systems, including computer programs encoded on a computer storage medium, may adaptively allocate resources within an enterprise. For example, a computing system may obtain data identifying an element of work. The computing system may assign the work element to a work category, establish a priority for resolving the work element within the assigned work category, and dynamically allocate the prioritized work element to an agent of the enterprise having availability to resolve the work element and having skill sets consistent with the work element. The computing system may also monitor the agent's performance while the agent applies or implements resolution processes via a corresponding agent system, and to provide, in real-time, data that characterizes the agent's performance in terms of key performance indicators to systems of the agent and other individuals across the enterprise.

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First Claim