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Use Case Overview[edit | edit source]

Story and Business Context[edit | edit source]

The work distribution system is designed to capture, prioritize, and effectively distribute tasks across multiple departments to the best-suited employee, based on employees, skills, and availability. This is achieved when the system is integrated with one or multiple task source systems (like CRM, BPM, and Workflow systems) where tasks related to customers are created and stored.

To determine the individual tasks' priority, the work distribution system is configured to ensure the timely completion of all tasks for all customers.

The work distribution system understands the real-time status, readiness, and skills of the employees that handle tasks, and uses rules to identify how the distribution should be handled in the most effective way.

Once the organization has a list of tasks that need to be handled by employees (coming from different source systems), the tasks are captured by the work distribution system and automatically distributed to employees based on their skills, capacity, and real-time presence. Prioritization rules for the tasks ensure that all tasks are distributed on time to the best fit resource. The system provides functionality for near-real-time monitoring and historical reports on operational performance and on major business KPIs.

Use Case Benefits*[edit | edit source]

Use Case Benefits Explanation
Improved Customer Experience Deliver all committed tasks on time to customers
Improved Employee Attrition Rate Offer fair distribution of workload across the available resources
Improved Employee Utilization Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode
Improved Employee Utilization Remove cherry picking by pushing the tasks to the right agents
Reduced Administration Costs Reduce manual distribution and task monitoring by supervisors via automation, including scheduling and reporting through intelligent task distribution. Add visibility into employee and group performance.