| 摘要 |
Systems and methods for workflow automation may be provided incorporating several functions including but not limited to management, communication, interoperability, and systematic workflow and resource management. When one or more tasks are to be completed, a ticket may be created including categorized tasks, each having a due date for completion and an assigned priority. As users perform tasks related to a ticket, a system for workflow automation may process and present statistics related to completion of the tasks, including but not limited to, time to completion, number of contacts to complete, and/or type(s) of contacts needed to complete. Systems and methods also may provide for auto-reprioritization, auto-routing and/or reassignment of tasks or tickets utilizing a team workload allocation algorithm and criteria including but not limited to workload, availability, expertise, familiarity with other users assigned to the ticket, as well as time-to-completion associated with different users of the system. |
