SKILL UPDATE BASED WORK ASSIGNMENT

摘要

Skill update based work assignment in one aspect may comprise receiving a worker set identifying a list of workers, current skills associated with the worker set, required skills associated with a set of tickets; classifying the current skills and the required skills to find worker target skills; calculating for each of the workers in the worker set, a worker's updated skill should the worker be assigned to and work on one or more of the set of tickets; and assigning one or more of the set of tickets to one or more of the workers in the worker set whose current skills enable resolving the set of tickets within a predetermined criterion, and based on whether one or more of the workers' updated skills meet the worker target skills.

主权项

1. A computer readable storage medium storing a program of instructions executable by a machine to perform a method for work assigning, comprising:
receiving a worker set identifying a list of workers, current skills associated with the worker set, required skills associated with a set of tickets, the required skills representing skills needed to resolve one or more tickets in the set of tickets; classifying, by a processor, the current skills and the required skills to find worker target skills that can be accomplished within an acceptable length of training time; calculating, automatically by the processor, for each of the workers in the worker set, a worker's updated skill should the worker be assigned to and work on one or more of the set of tickets; and assigning one or more of the set of tickets to one or more of the workers in the worker set whose current skills enable resolving the set of tickets within a predetermined criterion, and based on whether one or more of the workers' updated skills meet the worker target skills.