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Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Assign tasks to people based on their workload, which refers to the number of task instances started but not yet completed by a person

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).

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Performance considerations

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Foundational free Patterns

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Apply triage

Consider the division of a general activity into two or more alternative activities

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

First-contact problem resolution

Establish a one-contact resolution for customer issues

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Quality-based task assignment

Allocate task based on past feedback or quality metrics

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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Constraint-based task assignment

Allocate tasks considering business process execution constraints

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