Patent ID: 8140368

Claim:
A computer-implemented system for determining an assignment of a task to a consultant, the computer-implemented system comprising: a memory storage device storing task information associated with said task and consultant state information associated with one or more available consultants; and a processor connected to the memory storage device, wherein the processor is configured to: estimate, prior to assigning the task, a physical impact on each of said one or more available consultants from resolving the task and estimate an emotional impact on the each of said one or more available consultants from resolving the task, the estimated physical and emotional impact from resolving the task including a plurality of factors, the factors including two or more of: a change from a recent blood pressure measurement of the each of said one or more available consultants, a change from a recent heart rate variability measurement of the each of said one or more available consultants, a change from a recent pulse reading of the each of said one or more available consultants, a change from an indication of a recent mood of the each of said one or more available consultants, and a change from an indication of a recent level of fatigue of the each of said one or more available consultants; estimate, prior to assigning the task, a change from a previous service level rating of the each of said one or more available consultants; monitor and update, prior to assigning the task, the consultant state information associated with said one or more available consultants, the monitored and updated consultant state information including the estimated emotional and physical impact on the each of said one or more available consultants; run a compatibility check on the one or more available consultants, the compatibility check including: verifying whether the previous service level rating of the one or more available consultants is high enough to take the task, determining whether the estimated emotional and physical impacts of the one or more available consultants comply with at least one policy associated with the one or more available consultants, comparing the estimated emotional and physical impacts against a threshold associated with the at least one policy, the at least one policy prioritizing an order of consideration of the factors in the estimated emotional and physical impacts; select compatible consultants among the one or more available consultants based on the compatibility check; compare, prior to assigning the task, results of the compatibility check of the selected compatible consultants against each other; and determine, prior to assigning the task, a best compatible consultant among said selected compatible consultants for said task, based on the comparison of the results of the compatibility check and the prioritized order of consideration of the factors in the policy.