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

Claim 12:
13. An article of manufacture for workforce management in a task assignment system comprising: a non-transitory computer processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor configured to perform workforce management operations in the task assignment system and thereby cause the at least one computer processor to operate so as 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 establish a connection between an agent and a task 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.