The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 21, 2017
Filed:
Jun. 29, 2016
International Business Machines Corporation, Armonk, NY (US);
Douglas J. Griffith, Spicewood, TX (US);
Anil Kalavakolanu, Austin, TX (US);
Srinivasa R. Muppala, Austin, TX (US);
Srinivasa M. Raghavan, Round Rock, TX (US);
Yanhua Yang, Cedar Park, TX (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
One embodiment provides a method for allocating assignments based on workload and physiological stress. The method comprises maintaining a queue of logged-in service representatives, and, in response to receiving a service request for a new assignment, scanning the queue to determine a subset of potential service representatives to assign the new assignment to. A corresponding workload level of each service representative of the subset is the smallest among all service representatives of the queue. For each service representative of the subset, a corresponding anxiety level is determined based on physiological sensor data captured by a wearable tracking device attached to the service representative. The new assignment is assigned to a service representative of the subset, the service representative having a corresponding anxiety level that is the smallest among all service representatives of the subset.