Allocate tasks considering business process execution constraints
Assign tasks to resources based on constraints associated with the execution of tasks within the business process
Goel, K., Fehrer, T., Röglinger, M., & Wynn, M. T. (2023). Not Here, But There: Human Resource Allocation Patterns. In Lecture Notes in Computer Science (pp. 377–394).
Foundational free Patterns
Consider automating activities
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Reduce the number of contacts with customers and third parties
Design business processes for typical cases and isolate exceptional cases from the normal flow
Consider whether activities may be executed in parallel
Consider whether it is eco-friendly to let humans work over machines
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload