Patent ID: 11972376
Assignee: AFINITI, LTD.
Field: IT methods for management (Electrical engineering)
Classification: CPC G | IPC G

Claim 6:
7. A system for workforce management in a task assignment system comprising: at least one computer processor configured to perform workforce management operations in the task assignment system, wherein the at least one computer processor is further configured to: determine a first number of agents to be employed in the task assignment system; calculate a first performance level of a first task assignment strategy for the first number of agents to be employed in the task assignment system; determine a second number of agents to be employed in the task assignment system; calculate a second performance level of a second task assignment strategy for the second number of agents to be employed in the task assignment system; compare the first and second performance levels; and select one of the first and second numbers of agents having the higher of the first and second performance levels, wherein the selection of one of the first and second numbers of agents causes an expected frequency of the task assignment system entering a particular pairing state to change thereby changing a choice of agents to be connected in the task assignment system; and a connection between an agent and a task is established in a switch of the task assignment system based upon the selected one of the first and second numbers of agents and a corresponding task assignment strategy.