Worker Assignment System Using Updated Skill Assessment Data
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Solution Overview
Problem
Existing worker assignment planning systems in call centers fail to accurately account for changes in work efficiency and skill levels, leading to worker shortages or mismatches, as they rely on outdated data and do not adapt to varying Average Handle Time (AHT) and qualitative skill levels.
Innovation Solution
A computer-based system that stores and updates worker skill assessment data, including proficiency levels and work efficiency calculated from Average Handle Time, to select workers for tasks based on real-time requirements, ensuring optimal skill matching and minimizing excess or shortage during peak periods.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If worker assignment planning is based on outdated AHT and qualitative skill level data, then the planning process is simple, but the accuracy of worker selection deteriorates leading to excess or shortage of workers and skill mismatches
Solution Approach 1:
The system performs preliminary actions by continuously collecting and storing work record data (including AHT and qualitative skill levels) in advance before assignment planning is needed. This pre-collected data is then updated and used for accurate worker selection, eliminating the need for last-minute data gathering and ensuring planning accuracy without adding complexity to the planning process itself.
Solution Approach 2:
The system implements feedback by continuously monitoring actual work records (AHT, skill level demonstrations) and using this information to update worker profiles. This feedback loop ensures that the data used for assignment planning reflects current worker capabilities, resolving the accuracy problem while maintaining systematic simplicity through automated data collection and updating.
2Reliability
If worker assignment planning does not incorporate changes in work efficiency and skill levels, then the planning process is straightforward, but worker-to-task matching quality deteriorates
Solution Approach 1:
The system enables self-service by automatically collecting work record data directly from the work management system and using this data to update worker skill assessments and AHT values. The system serves itself by autonomously updating the database without manual intervention, ensuring reliable and current worker-to-task matching while minimizing the need for complex automated assessment mechanisms.
Solution Approach 2:
The system performs preliminary data collection and storage of work records (including skill demonstrations and AHT measurements) before assignment planning is required. This pre-prepared, updated data ensures high-quality matching when planning occurs, while the automation extent remains manageable because the data collection is a routine, automated process rather than a complex real-time assessment system.
3Measurement precision
If the system updates skill assessment data continuously based on past work records, then worker selection accuracy improves, but data processing time increases
Solution Approach 1:
The system performs preliminary action by continuously collecting and storing work record data in a database as it becomes available, rather than processing all data at once when needed. This pre-processing approach accumulates the data needed for accurate skill assessment over time, improving measurement precision while minimizing time loss during actual assignment planning because the data is already organized and ready for use.
Solution Approach 2:
The system maintains continuity of useful action by continuously collecting work record data and updating skill assessments in an ongoing manner rather than in periodic batches. This continuous updating ensures that the most current and accurate data is always available for worker selection, improving precision while distributing the processing load over time rather than concentrating it, thereby reducing time loss during critical planning moments.
Data Source
AI summary
According to exemplary embodiments of the present invention, system, method and computer accessible medium can be provided for making a worker distribution plan on the basis of updated skill assessment data. For example, a computer can be configured, programmed and/or structured to obtain a record data table collected and stored by a server. Further, such computer can update skill assessment data of each worker by updating work efficiency data determined from the average working hours per work according to the work record data included in the acquired record data table. In addition, the computer can select the workers to be assigned to projects for each predetermined period according to preferable and/or necessary worker data calculated from the predicted value of the workload for each predetermined period and the updated skill assessment data.