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

Claim 0:
1. A method for workforce management in a task assignment system, the method comprising: determining, by at least one computer processor configured to perform workforce management operations in the task assignment system, a first number of agents to be employed in the task assignment system; calculating, by the at least one computer processor, a first performance level of a first task assignment strategy for the first number of agents to be employed in the task assignment system; determining, by the at least one computer processor, a second number of agents to be employed in the task assignment system; calculating, by the at least one computer processor, a second performance level of a second task assignment strategy for the second number of agents to be employed in the task assignment system; comparing, by the at least one computer processor, the first and second performance levels; and selecting, by the at least one computer processor, 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 establishing 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.