Patent ID: 7984441

Claim:
A method of tuning a scheduling process for assigning tasks to resources of a workforce management system, the scheduling process being arranged for calculating a work plan or work plan data on the basis of resources availability and tasks to be carried out by said resources and as a function of predetermined scheduling parameters, comprising the following steps: acquiring scheduling parameters data, resources availability data and tasks data concerning tasks to be carried out; selectively modifying at least a predetermined subset of said scheduling parameters data; running the scheduling process on the basis of scheduling parameters, resources availability and task data, for each modified scheduling parameters data, to calculate respective work plans; acquiring target data including one or more targets which form the basis for the evaluation of work plans; applying a score function to each of said calculated work plans for calculating respective score values representative of the degree of achievement of said one or more targets by each calculated work plan; and selecting the work plan to be used by said workforce management system as the work plan being attributed a score value complying with a predetermined degree of achievement of one or more targets, wherein the score function is defined for calculating a respective value representative of the degree of achievement of multiple targets i, as a function of F of a plurality of score functions f i related to respective targets specified in input, according to the mathematical relationship: F = { 0 , if ⁢ ⁢ at ⁢ ⁢ least ⁢ ⁢ a ⁢ ⁢ function ⁢ ⁢ f i = 0 ∑ i ⁢ k i · f i , otherwise where the overall sum of k i is equal to 1 and each k i specifies a weight attributed to the respective target.