Allocate task based on past feedback or quality metrics
Assign a task based on prior internal or external customer feedback or quality metrics
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).
An organisation evaluates the performance of its customer service representatives based on customer feedback and assigns high-performing representatives to handle complex customer complaints.
For quality-based task assignments, details related to the customer evaluation feedback for resources need to be known. At the time of allocation, people with the best quality feedback will be chosen for the task.
This pattern will result in high-quality outcomes
Foundational free Patterns
Assign a responsible individual for handling each case type
Design business processes for typical cases and isolate exceptional cases from the normal flow
Order knock-outs by least effort and highest termination probability first.
Consider to deepen or broaden the skills of resources
Avoid shared responsibilities for tasks by people from different functional units
Consider whether it is eco-friendly to let humans work over machines
First-contact problem resolution
Establish a one-contact resolution for customer issues
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Allocate task based on past feedback or quality metrics
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Delegate tasks according to resource cost