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
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Move activities to more appropriate places
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Automate for environmental impact
Implement automation in a sustainable way
Let customers interact with your organization whenever they want to.
Offer customers the possibility to serve themselves
Reassign tasks along the organisational hierarchy
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on collaborative experience: handover time, interactions, diversity
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