FORM 2
THE PATENTS ACT, 1970 (39 OF 1970) & THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)
“METHOD AND SYSTEM FOR ASSIGNING AN AGENT FOR A WORK ORDER BASED ON A SKILL”
We, Jio Platforms Limited, an Indian National, of Office - 101, Saffron, Nr. Centre Point, Panchwati 5 Rasta, Ambawadi, Ahmedabad - 380006, Gujarat, India.
The following specification particularly describes the invention and the manner in which it is to be performed.

METHOD AND SYSTEM FOR ASSIGNING AN AGENT FOR A WORK
ORDER BASED ON A SKILL
TECHNICAL FIELD
[0001] Embodiments of the present disclosure relate generally to the field of task management systems. More particularly, embodiment of the present disclosure relates to a method and system for automatically assigning an agent for a work order based on a skill.
BACKGROUND
[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] Work order may be assigned in two ways, one way is to assign work order manually and another way relates to automatic assignment of the work order. There are many problems associated with the manual assignment of work orders such as the first problem associated with the manual assignment of work orders is the delay in work order execution, because there is an involvement of a manual intervention and hence there may be some cases where there is plenty of delay in work order creation and work order assignment to an agent. Second problem associated with the manual assignment of work orders relates to a non-effective utilization of an available resource such as a technician, the agent, etc. It is much more evident on the field because consideration of the skillset of agents are merely based on a static and a manual analysis of their user profiles, which somewhere hinders an overall productivity of an organizational unit and discourages the agents also. But there is

no existing solution that utilises a dynamic approach where after updating the skillset of the agents in their respective profiles, the agents may be assigned to the specific types of work orders based on the updated skillset.
[0004] Thus, there exists an imperative need in the art to provide a solution for automatically assigning a work order to a selected agent based on the skillset of the selected agent, which the present disclosure aims to address.
SUMMARY
[0005] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.
[0006] An aspect of the present disclosure may relate to a method for automatically assigning an agent for a work order based on a skill. The method comprises receiving, by a transceiver unit, a create work order request. The method comprises generating, by a generation unit, the work order based on the create work order request, wherein the work order comprises a set of work order parameters. The method further comprises matching, by a processing unit, at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules. Further, the method in response to a positive matching comprises identifying, by an identification unit, a first agent based on at least one skill from a set of pre-stored skills associated with the first agent. Further, the method comprises identifying, by the identification unit, an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. Thereafter, the method comprises automatically assigning, by an assignment unit, the first agent to the work order based on the available status of the first agent.

[0007] In an exemplary aspect of the present disclosure, in response to a failure of the matching, the present disclosure further comprises notifying an admin to manually assign, by the assignment unit, the work order to a second agent.
[0008] In an exemplary aspect of the present disclosure, the present disclosure further comprises notifying the admin to manually assign, by the assignment unit, the work order to the second agent based on the unavailable status of the first agent.
[0009] In an exemplary aspect of the present disclosure, the present disclosure further comprises transmitting, by the transceiver unit, a set of notification to the first agent automatically assigned to the work order via a communication interface.
[0010] In an exemplary aspect of the present disclosure, the work order parameters comprise at least one of a priority level of tasks, a location, a work order completion date, and a tools requirement.
[0011] In an exemplary aspect of the present disclosure, the pre-stored auto assignment rules comprise at least one of a skillset, a job role, an agent service rating, and an experience and customer happiness index.
[0012] Another aspect of the present disclosure may relate to a system for automatically assigning an agent for a work order based on a skill. The system comprises a transceiver unit configured to receive a create work order request. The system comprises a generation unit connected at least to the transceiver unit, wherein the generation unit is configured to generate the work order based on the create work order request, wherein the work order comprises a set of work order parameters. The system comprises a processing unit connected at least to the generation unit, wherein the processing unit is configured to match at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules. The system comprises an identification unit connected at least to the processing unit, wherein the identification unit is configured to identify a first

agent based on at least one skill from a set of pre-stored skills associated with the first agent, in response to a positive matching, and identify an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. The system comprises an assignment unit connected at least to the identification unit, wherein the assignment unit is configured to automatically assign, the first agent to the work order based on the available status of the first agent.
[0013] Another aspect of the present disclosure may relate to a user equipment (UE) for automatically assigning an agent for a work order based on a skill, the user equipment (UE) comprising: a memory and a processor connected to the memory. Further, the processor is configured to transmit to a system, a create work order request, and receive from the system, an assignment of the agent to the work order based on an availability status of the agent. Further, the agent is assigned based on generating, by the system, the work order based on the create work order request, wherein the work order comprises a set of work order parameters. Further, the agent is assigned based on matching, by the system, at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules. Further, the agent is assigned based on in response to a positive matching, identifying, by the system, a first agent based on at least one skill from a set of pre-stored skills associated with the first agent. Further, the agent is assigned based on identifying, by the system, an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. Further, the agent is assigned based on automatically assigning, by the system, the first agent to the work order based on the available status of the first agent.
[0014] Yet another aspect of the present disclosure may relate to a non-transitory computer readable storage medium storing instruction for automatically assigning an agent for a work order based on a skill, the instructions include executable code which, when executed by one or more units of a system, causes a transceiver unit

of the system to receive a create work order request. The instructions when executed causes a generation unit of the system to generate the work order based on the create work order request, wherein the work order comprises a set of work order parameters. The instructions when executed causes a processing unit of the system to match at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules. The instructions when executed causes an identification unit of the system to identify a first agent based on at least one skill from a set of pre-stored skills associated with the first agent, in response to a positive matching, and identify, an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. The instructions when executed causes an assignment unit of the system to automatically assign, the first agent to the work order based on the available status of the first agent.
OBJECTS OF THE DISCLOSURE
[0015] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.
[0016] It is an object of the present disclosure to provide a system and a method for automatically assigning an agent for a work order based on a skill.
[0017] It is another object of the present disclosure to provide a solution that auto-assigns the work order to the selected agent based on the skillset.
DESCRIPTION OF THE DRAWINGS
[0018] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale,

emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Also, the embodiments shown in the figures are not to be construed as limiting the disclosure, but the possible variants of the method and system according to the disclosure are illustrated herein to highlight the advantages of the disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components or circuitry commonly used to implement such components.
[0019] FIG. 1 illustrates a system architecture for system management platform, in accordance with exemplary implementations of the present disclosure.
[0020] FIG. 2 illustrates an exemplary block diagram of a computing device upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure.
[0021] FIG. 3 illustrates an exemplary block diagram of a system for automatically assigning an agent for a work order based on a skill, in accordance with exemplary implementations of the present disclosure.
[0022] FIG. 4 illustrates flow diagram of a method for automatically assigning an agent for a work order based on a skill, in accordance with exemplary implementations of the present disclosure.
[0023] FIG. 5 illustrates flow diagram of an exemplary process for automatically assigning an agent for a work order based on a skill, in accordance with exemplary implementations of the present disclosure.
[0024] The foregoing shall be more apparent from the following more detailed description of the disclosure.
DETAILED DESCRIPTION

[0025] In the following description, for the purposes of explanation, various
specific details are set forth in order to provide a thorough understanding of
embodiments of the present disclosure. It will be apparent, however, that
5 embodiments of the present disclosure may be practiced without these specific
details. Several features described hereafter may each be used independently of one another or with any combination of other features. An individual feature may not address any of the problems discussed above or might address only some of the problems discussed above.
10
[0026] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment.
15 It should be understood that various changes may be made in the function and
arrangement of elements without departing from the spirit and scope of the disclosure as set forth.
[0027] Specific details are given in the following description to provide a thorough
20 understanding of the embodiments. However, it will be understood by one of
ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail. 25
[0028] Also, it is noted that individual embodiments may be described as a process
which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure
diagram, or a block diagram. Although a flowchart may describe the operations as
a sequential process, many of the operations may be performed in parallel or
30 concurrently. In addition, the order of the operations may be re-arranged. A process
8

is terminated when its operations are completed but could have additional steps not included in a figure.
[0029] The word “exemplary” and/or “demonstrative” is used herein to mean
5 serving as an example, instance, or illustration. For the avoidance of doubt, the
subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques
10 known to those of ordinary skill in the art. Furthermore, to the extent that the terms
“includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive—in a manner similar to the term “comprising” as an open transition word—without precluding any additional or other elements.
15
[0030] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality
20 of microprocessors, one or more microprocessors in association with a Digital
Signal Processing (DSP) core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of
25 the system according to the present disclosure. More specifically, the processor or
processing unit is a hardware processor.
[0031] As used herein, “a user equipment”, “a user device”, “a smart-user-device”,
“a smart-device”, “an electronic device”, “a mobile device”, “a handheld device”,
30 “a wireless communication device”, “a mobile communication device”, “a
communication device” may be any electrical, electronic and/or computing device
9

or equipment, capable of implementing the features of the present disclosure. The
user equipment/device may include, but is not limited to, a mobile phone, smart
phone, laptop, a general-purpose computer, desktop, personal digital assistant,
tablet computer, wearable device or any other computing device which is capable
5 of implementing the features of the present disclosure. Also, the user device may
contain at least one input means configured to receive an input from unit(s) which are required to implement the features of the present disclosure.
[0032] As used herein, “storage unit” or “memory unit” refers to a machine or
10 computer-readable medium including any mechanism for storing information in a
form readable by a computer or similar machine. For example, a computer-readable
medium includes read-only memory (“ROM”), random access memory (“RAM”),
magnetic disk storage media, optical storage media, flash memory devices or other
types of machine-accessible storage media. The storage unit stores at least the data
15 that may be required by one or more units of the system to perform their respective
functions.
[0033] As used herein “interface” or “user interface refers to a shared boundary
across which two or more separate components of a system exchange information
20 or data. The interface may also be referred to a set of rules or protocols that define
communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called.
25 [0034] All modules, units, components used herein, unless explicitly excluded
herein, may be software modules or hardware processors, the processors being a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller,
30 Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array
circuits (FPGA), any other type of integrated circuits, etc.
10

[0035] As used herein the transceiver unit include at least one receiver and at least
one transmitter configured respectively for receiving and transmitting data, signals,
information or a combination thereof between units/components within the system
5 and/or connected with the system.
[0036] As discussed in the background section, the current known solutions have several shortcomings, such as assigning the work orders manually causes delays because it relies on human intervention. This manual process also leads to
10 inefficient use of available resources, like technicians and agents. As a result, the
work orders are not always assigned to the most suitable agents, which lowers overall productivity and can discourage the agents. The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by providing a novel solution for automatically assigning an agent for
15 a work order based on a skill. The novel solution of the present disclosure considers
a data associated with skills of agents in real-time in order to assign the work order to a best suitable agent for the work order.
[0037] Hereinafter, exemplary embodiments of the present disclosure will be
20 described with reference to the accompanying drawings.
[0038] FIG. 1 illustrates a system architecture [100] for service management platform, in accordance with exemplary implementations of the present disclosure. In a preferred implementation of the present disclosure, the solution of the present
25 disclosure may be implemented by the system architecture [100] either individually
and/or in conjunction with at least one of a computing device [200] and a system [300]. As shown in fig. 1, the system architecture [100] includes a network management entity (NME) [102], a customer relationship manager microservice (CRM) [104], a network planning and operation entity (NPO) [106], an integrated
30 performance management microservice (IPM) [108], a user interface (UI) [110], a
platform [112], an application programming interface (API) gateway [114], one or
11

more data ingestion microservice (DI) [116], a data aggregation microservice (DA)
[118], a server cluster [120], an identification and access management microservice
(IAM) [122], a lightweight directory access protocol (LDAP) unit [124], a
workorder manager (WOM) [126], a workflow assignment microservice (WFA)
5 [128], a workflow execution engine (WFEE) [130], a workflow manager (WFM)
[132], a customer assurance microservice (CA) [134], a resource assurance
microservice (RA) [136], a service assurance microservice (SA) [138], a workflow
design microservice (WFD) [140], a network management system (NMS) [142], a
unified assurance platform microservice (UAPM) [144], and a database [146].
10 Further, all the components of the system architecture [100] are assumed to be
connected to each other in a manner as obvious to the person skilled in the art for implementing features of the present disclosure.
[0039] The network management entity (NME) [102] refers to a component
15 which is responsible for collection of data from connected devices such as switches,
routers, access points, and client devices. The NME [102] provides network administrators control operation of devices and their interaction with each other.
[0040] The customer relationship manager microservice (CRM) [104] is a
20 component which is responsible for administration of processing of the interaction
with the customers and may be performed using data analysis and studying large amounts of information.
[0041] The network planning and operation entity (NPO) [106] is a component
25 which is responsible for planning and operation of the communication network.
[0042] The integrated performance management microservice (IPM) [108] is a component which is responsible for monitoring every node within the network using performance counters and key performance indicators (KPIs). 30
12

[0043] The user interface (UI) [110] is an interface which may be used for communication with a user. The UI [110] may be provided with multiple options available in the UAPM [144].
5 [0044] The platform [112] may refer to an application within a user equipment,
being used for communication with the user.
[0045] The application programming interface (API) gateway [114] is a
component used for runtime and at backend for API calls. The API gateway [114]
10 is responsible for securing, protecting, managing, and scaling the API call by
intercepting requests and applying policies such as throttling and security using handlers and managing statistics.
[0046] The one or more data ingestion microservice (DI) [116] is a component
15 responsible for providing mechanism to ingest data into the server clusters that are
related to work order management and workflow management.
[0047] The data aggregation microservice (DA) [118] is a component responsible
for aggregation of data for usage in a unified assurance platform (UAP). The DA
20 is responsible for fetching resources from one or more sources, then these
fetched resources are aggregated, for sending these aggregated resources to a requesting entity which requests the aggregated resources.
[0048] The server cluster [120] may refer to a group of servers that work together
25 to handle the incoming and outgoing data streams for a system. Each server has a
separate process that runs on a different machine and communicates with other servers through a high-speed, fault-tolerant network. The server cluster [120] may also comprise a service used for streaming data to and from the server cluster [120].
30 [0049] The identification and access management microservice (IAM) [122] is
a component used for authorisation and authentication for the UAPM [144]. The
13

IAM [122] is responsible for providing a token which may be used in subsequent requests. The token comprises information associated with the user, a user-agent, an internet protocol (IP), a last access time and a policy. The token enables separation of authorised requests from unauthorised requests. 5
[0050] The lightweight directory access protocol (LDAP) unit [124] is a
platform protocol responsible for authentication of directory services. The directory
services comprise storing of information associated with at least one of one or more
users, one or more passwords, and one or more computer accounts. The directory
10 services are responsible for sharing the information with other entities on the
network.
[0051] The workorder manager (WOM) [126]: The workorder manager (WOM) [126] is a module responsible for dealing with the processing for the work orders,
15 or more specifically, for a field of the work order. The processing for the work
orders may include evaluation of various rules such as assignment of the work order, execution of the work order, fulfilment of the work order, completion of the work order, rejection of the work order, and a notification associated with the work order.
20
[0052] The workflow assignment microservice (WFA) [128] is a component used for providing a mechanism for assignment of (operation context) OCs based on a circle and a job role. The operation context (may also be referred to as an assignment group) is an entity that contains members or sub-entities such as the
25 managers, coordinator, approvers, among other such sub-entities. The job role may
be provided by the LDAP unit [124]. The WFA [128] also comprises a mechanism for managing service level agreements and escalation matrix.
[0053] The workflow execution engine (WFEE) [130] is a component used for
30 providing a mechanism to manage execution of generated workflow. The WFEE
14

[130] is also responsible for archiving all of the workflows that have been completed.
[0054] The workflow manager (WFM) [132] is a component used for providing
5 a mechanism for managing and providing provision for workflow which is created
for the work order. The WFM [132] is also used for the CA [134], the RA [136] and the SA [138].
[0055] The customer assurance microservice (CA) [134] is a component
10 responsible for providing a mechanism to manage all work orders and service
requests associated with customer assurance, and the CRM [104].
[0056] The resource assurance microservice (RA) [136] is a component
responsible for providing a mechanism to manage all work orders and service
15 requests associated with resource assurance, and the NME [102].
[0057] The service assurance microservice (SA) [138] is a component responsible for providing a mechanism to manage all work orders and service requests associated with the service assurance, the NPO [106], and the IPM [108].
20
[0058] The workflow design microservice (WFD) [140] is a component responsible for providing a mechanism for designing and creation of workflow from the UI [110] for generated work orders and service requests related to the CA [134], the RA [136], and the SA [138]. The WFD [140] is also responsible for sharing the
25 designed workflow with the WFM [132].
[0059] The network management system (NMS) [142] is a component
responsible for collection of data from connected devices such as switches, routers,
access points, and client devices, and also provides network administrators control
30 operation of devices and their interaction with each other. The NMS [142] acts as a
module for management of fault, configuration, accounting, performance and
15

security (FCAPS) for the system architecture [100]. The NME [102] acts as a channel between the telecommunication network and the system architecture [100].
[0060] The unified assurance platform microservice (UAPM) [144] is a
5 combination of the WOM [126], the WFA [128], the WFEE [130], the WFM [132],
the CA [134], the RA [136], the SA [138], and the WFD [140].
[0061] The database [146] is an organized collection of data that is available
electronically. The database can be used for manipulating, updating, storing,
10 creating a back-up, securing, and managing the collection of data within the
database [146]. The database [146] may have an in-memory data structure storage which may also be used as a cached service. The database [146] may also comprise a search engine for exploring the data within the database [146].
15 [0062] FIG. 2 illustrates an exemplary block diagram of a computing device [200]
upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [200] may implement the service management platform [100] as depicted in FIG. 1. In another implementation, the
20 computing device [200] may also implement a method for automatically assigning
an agent for a work order based on a skill utilising the system. In another implementation, the computing device [200] itself implements the method for automatically assigning the agent for the work order based on the skill using one or more units configured within the computing device [200], wherein said one or more
25 units are capable of implementing the features as disclosed in the present disclosure.
[0063] The computing device [200] may include a bus [202] or other
communication mechanism for communicating information, and a processor [204]
coupled with bus [202] for processing information. The processor [204] may be, for
30 example, a general-purpose microprocessor. The computing device [200] may also
include a main memory [206], such as a random-access memory (RAM), or other
16

dynamic storage device, coupled to the bus [202] for storing information and
instructions to be executed by the processor [204]. The main memory [206] also
may be used for storing temporary variables or other intermediate information
during execution of the instructions to be executed by the processor [204]. Such
5 instructions, when stored in non-transitory storage media accessible to the processor
[204], render the computing device [200] into a special-purpose machine that is
customized to perform the operations specified in the instructions. The computing
device [200] further includes a read only memory (ROM) [208] or other static
storage device coupled to the bus [202] for storing static information and
10 instructions for the processor [204].
[0064] A storage device [210], such as a magnetic disk, optical disk, or solid-state drive is provided and coupled to the bus [202] for storing information and instructions. The computing device [200] may be coupled via the bus [202] to a
15 display [212], such as a cathode ray tube (CRT), Liquid crystal Display (LCD),
Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for displaying information to a computer user. An input device [214], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [202] for communicating information and command selections to the processor
20 [204]. Another type of user input device may be a cursor controller [216], such as
a mouse, a trackball, or cursor direction keys, for communicating direction information and command selections to the processor [204], and for controlling cursor movement on the display [212]. This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow
25 the device to specify positions in a plane.
[0065] The computing device [200] may implement the techniques described
herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware
and/or program logic which in combination with the computing device [200] causes
30 or programs the computing device [200] to be a special-purpose machine.
According to one implementation, the techniques herein are performed by the
17

computing device [200] in response to the processor [204] executing one or more
sequences of one or more instructions contained in the main memory [206]. Such
instructions may be read into the main memory [206] from another storage medium,
such as the storage device [210]. Execution of the sequences of instructions
5 contained in the main memory [206] causes the processor [204] to perform the
process steps described herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.
10 [0066] The computing device [200] also may include a communication interface
[218] coupled to the bus [202]. The communication interface [218] provides a two-way data communication coupling to a network link [220] that is connected to a local network [222]. For example, the communication interface [218] may be an integrated services digital network (ISDN) card, cable modem, satellite modem, or
15 a modem to provide a data communication connection to a corresponding type of
telephone line. As another example, the communication interface [218] may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. Wireless links may also be implemented. In any such implementation, the communication interface [218] sends and receives electrical,
20 electromagnetic or optical signals that carry digital data streams representing
various types of information.
[0067] The computing device [200] can send messages and receive data, including program code, through the network(s), the network link [220] and the
25 communication interface [218]. In the Internet example, a server [230] might
transmit a requested code for an application program through the Internet [228], the ISP [226], the local network [222], the host [224] and the communication interface [218]. The received code may be executed by the processor [204] as it is received, and/or stored in the storage device [210], or other non-volatile storage for later
30 execution.
18

[0068] Referring to FIG. 3, an exemplary block diagram of a system [300] for
automatically assigning an agent for a work order based on a skill is shown, in
accordance with the exemplary implementations of the present disclosure. The
system [300] comprises at least one transceiver unit [302], at least one generation
5 unit [304], at least one processing unit [306], at least one identification unit [308],
at least one assignment unit [310] and at least one storage unit [312]. Also, all of the components/units of the system [300] are assumed to be connected to each other unless otherwise indicated below. As shown in the figures all units shown within the system [300] should also be assumed to be connected to each other. Also, in
10 FIG. 3 only a few units are shown, however, the system [300] may comprise
multiple such units or the system [300] may comprise any such numbers of said units, as required to implement the features of the present disclosure. Further, in an implementation, the system [300] may be present in a user device/ user equipment to implement the features of the present disclosure. The system [300] may be a part
15 of the user device/ or may be independent of but in communication with the user
device (may also referred herein as a UE). In another implementation, the system [300] may reside in a server or a network entity. In yet another implementation, the system [300] may reside partly in the server/ network entity and partly in the user device.
20
[0069] The system [300] is configured for automatically assigning the agent for the work order based on the skill, with the help of the interconnection between the components/units of the system [300].
25 [0070] Further, in accordance with the present disclosure, it is to be acknowledged
that the functionality described for the various components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The
30 functionality of specific units as disclosed in the disclosure should not be construed
as limiting the scope of the present disclosure. Consequently, alternative
19

arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.
5 [0071] The system [300] comprises the transceiver unit [302] configured to receive
a create work order request. The present disclosure encompasses a create work order request refers herewith an instruction sent to a system [300] to initiate a new task or job.
10 [0072] The create work order request may be received in reference to report an
issue, to request a service or document, a problem related to products, services, or operations, etc. The create work order request, may include one or more information such as a nature of a work order, a date information, contact details, and any supporting documentation. Further, the work order request may serve as a primary
15 means for tracking, assigning, prioritizing, and resolving product or service issues
efficiently within a predefined time.
[0073] For example, in a telecommunications company, if a customer reports an
issue with their Internet connection, a create work order request is generated to
20 address this issue. The request includes details such as the customer's address, the
nature of the problem, and any priority level.
[0074] The generation unit [304] is connected at least to the transceiver unit [302]. Further, the generation unit [304] is configured to generate the work order based on
25 the create work order request, wherein the work order comprises a set of work order
parameters. The present disclosure encompasses the set of work order parameters comprises at least one of a priority level of tasks, a location, a work order completion date and a tools requirement, and any other parameter that may be obvious to a person skilled in the art to implement the solution of the present
30 disclosure.
20

[0075] The priority level of tasks indicates an urgency of the work order. The
location refers to a physical place where the task needs to be performed. The work
order completion date is the deadline by which the task should be completed. The
tools requirement specifies any special tools or equipment needed to complete the
5 task successfully (such as a network diagnostic tool).
[0076] Further, as disclosed by the present disclosure, the processing unit [306] is connected at least to the generation unit [304], wherein the processing unit configured to match at least one work order parameter from the set of work order
10 parameters with a set of pre-stored auto assignment rules. The present disclosure
encompasses the auto assignment rules may comprise a set of predefined criteria associated each of the set of work order parameters that are stored within the system [300]. The set of predefined criteria refers to established rules and conditions used to evaluate and match the set of work order parameters with available agents. These
15 criteria are used to automate the process of assigning tasks to the most suitable
agents. For example, criteria can include the agent's skill set, experience and job role. These auto assignment rules are used to determine the best match for the work order based on the work order parameters. The predefined criteria are applied to the work order parameters to find the best match for the task. The system [300]
20 compares the requirements of the work order (such as skills needed and priority)
with the attributes of available agents. For example, if a work order requires a network debugging skill to successfully execute the work order, the system [300] may search for agents who meet the network debugging skill criteria and are available for the work order to complete the work order before the work order
25 completion date. The pe-stored auto assignment rules comprise at least one of a
skillset, a job role, an agent service rating, an experience and customer happiness index and a combination thereof.
[0077] The skillset is a collection of abilities and knowledge that an agent
30 possesses, such as technical troubleshooting or customer service skills. The job role
is the specific position or function an agent holds within the organization. The agent
21

service rating is a performance metric based on customer feedback and the quality
of the agent's past work. The experience is the amount of time an agent has spent
performing certain tasks or working in their role, often measured in years. The
customer happiness index is a metric that measures customer satisfaction and
5 experience with the agent's service.
[0078] Further, the identification unit [308] is connected at least to the processing unit [306], wherein the identification unit [308] is configured to identify a first agent based on at least one skill from a set of pre-stored skills associated with the first
10 agent in response to a positive matching and identify an availability status
associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. The present disclosure encompasses the identification unit [308] is to identify a most suitable agent based on the skills and availability status of the agent. To identify the most suitable agent, the system [300]
15 first checks the agents' profiles for the necessary skills required for the work order.
It then assesses their availability status to ensure they are free to take on new tasks. The set of pre-stored skills includes various capabilities and abilities that agents possess (such as technical skills, customer service skill and physical skills). The positive match occurs when the work order parameters align well with the
20 predefined criteria, indicating that an agent is well suited to handle the task.
[0079] Once a suitable agent is identified based on the skills, the identification unit [308] then checks the agent's availability status. The availability status of the agent can be one of the two statuses: 25
[0080] Available Status: Indicates that the agent is currently free and able to take on new tasks.
[0081] Unavailable Status: Indicates that the agent is currently occupied with other
30 tasks or otherwise not able to take on new assignments.
22

[0082] For example, if a work order requires specific technical skills such as a
mechanical expertise. Then, in accordance with the present disclosure, the solution
as disclosed herein identifies an agent with mechanical expertise and identify the
available status of the agent, if both the conditions are met then it is considered as
5 the positive match.
[0083] Further, the system [300] as disclosed herein comprises the assignment unit [310] connected at least to the identification unit [308], wherein the assignment unit [310] is configured to automatically assign, the first agent to the work order based
10 on the available status of the first agent. The assignment unit [310] is further
configured to notify an admin to manually assign the work order to a second agent in response to a failure of the matching one or more work order parameters with the set of pre-stored auto assignment rules. Further, in accordance with the present disclosure, the assignment unit [310] is further configured to notify the admin to
15 manually assign the work order to the second agent based on the unavailable status
of the first agent. The failure of matching occurs when the system [300] cannot find any agent whose skills, availability, and other criteria meet the work order parameters. In an implementation of the present disclosure, failure of the matching may be identified in a scenario wherein an agent with a required auto assignment
20 rule such as the required skill set does not match with the work order parameter i.e.,
a required location of said agent.
[0084] In an example, the failure of matching occurs when the system [300] cannot
find any available agent who possesses the required skill set or if all suitable agents
25 are currently unavailable. This arises when the criteria for the work order cannot be
met by the available agents, leading to an unsuccessful match.
[0085] Further, when the system [300] automatically tries to assign an agent, and
if it fails, a manual intervention such as assignment of a particular agent by an
30 operator/administrator may be required.
23

[0086] Said manual intervention is required in two main scenarios:
[0087] Failure of Matching: If the system [300] is unable to find a suitable match
or there is negative/ unsuccessful matching for the work order parameters, the
5 assignment unit [310] notifies an admin or the concerned authority to manually
assign the work order. The system [300] handles automatic assignments, but if it fails, it relies on human involvement.
[0088] For example: If the work order requires an agent with a network debugging
10 skills and all such agents are either already assigned to other tasks or not available,
i.e., the system [300] cannot find a match. The assignment unit may notify an admin to manually assign the work order to a second agent who might have a slightly different but related skill set.
15 [0089] Unavailable Status of the First Agent: If the first agent is found to be
unavailable after initial identification (for instance, if their status changes after the initial check), the assignment unit [310] may notify an admin to manually reassign the work order to a second agent.
20 [0090] For example: The work order is initially assigned to Agent A, who is marked
as available at the time of assignment. However, just after the assignment, Agent A's status changes to unavailable due to a new high priority task. Then system [300] may notify an admin to manually reassign the work order to Agent B, who is the next best match and currently available to handle the task.
25
[0091] Further, the transceiver unit [302] is further configured to transmit a set of notification to the first agent automatically assigned to the work order via a communication interface. Upon receiving a work order creation request, the transceiver unit [302] is further configured to send out notifications, wherein the
30 notification may comprise an information related to the priority level of tasks, the
24

location, the work order completion date, and the tools requirement. These notifications serve to inform system [300] about the newly created work order.
[0092] Referring to FIG. 4, wherein the FIG.4 illustrates flow diagram of a method
5 [400] for automatically assigning an agent for a work order based on a skill, in
accordance with exemplary implementations of the present disclosure. In an
implementation the method [400] is performed by the system [300]. Further, in an
implementation, the system [300] may be present in a server device to implement
the features of the present disclosure. Also, as shown in Figure 4, the method [400]
10 starts at step [402].
[0093] At step 404, receiving, by a transceiver unit [302], a create work order request. The present disclosure encompasses a create work order request refers herewith an instruction sent to a system [300] to initiate a new task or job. The
15 create work order request may be received in reference to report an issue, to request
a service, or document, a problem related to products, services, or operations, etc. The create work order request, may include one or more information such as a nature of a work order, a date information, contact details, and any supporting documentation. Further, the work order request may serve as a primary means for
20 tracking, assigning, prioritizing, and resolving product or service issues efficiently
within a predefined time.
[0094] For example, in a telecommunications company, if a customer reports an
issue with their Internet connection, a create work order request is generated to
25 address this issue. The request includes details such as the customer's address, the
nature of the problem, and any priority level.
[0095] At step 406, generating, by a generation unit [304], the work order based
on the create work order request, wherein the work order comprises a set of work
30 order parameters. The present disclosure encompasses the set of work order
parameters comprises at least one of a priority level of tasks, a location, a work
25

order completion date and a tools requirement, and any other parameter that may be obvious to a person skilled in the art to implement the solution of the present disclosure.
5 [0096] The priority level of tasks indicates an urgency of the work order. The
location refers to a physical place where the task needs to be performed. The work order completion date is the deadline by which the task should be completed. The tools requirement specifies any special tools or equipment needed to complete the task successfully (such as a network diagnostic tool).
10
[0097] At step 408, matching, by a processing unit [306], at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules. The present disclosure encompasses the auto assignment rules may comprises a set of predefined criteria associated each of the set of work order
15 parameters that are stored within the system [300]. The set of predefined criteria
refers to established rules and conditions used to evaluate and match the set of work order parameters with available agents. These criteria are used to automate the process of assigning tasks to the most suitable agents. For example, criteria can include the agent's skill set, experience and job role. These auto assignment rules
20 are used to determine the best match for the work order based on the work order
parameters. The predefined criteria are applied to the work order parameters to find the best match for the task. The method [400] compares the requirements of the work order (such as skills needed and priority) with the attributes of available agents. For example, if a work order requires a network debugging skill to
25 successfully execute the work order, the method [400] may search for agents who
meet the network debugging skill criteria and are available for the work order to complete the work order before the work order completion date. The pre-stored auto assignment rules comprise at least one of a skillset, a job role, an agent service rating, an experience and customer happiness index and a combination thereof.
30
26

[0098] The skillset is a collection of abilities and knowledge that an agent
possesses, such as technical troubleshooting or customer service skills. The job role
is the specific position or function an agent holds within the organization. The agent
service rating is a performance metric based on customer feedback and the quality
5 of the agent's past work. The experience is the amount of time an agent has spent
performing certain tasks or working in their role, often measured in years. The customer happiness index is a metric that measures customer satisfaction and experience with the agent's service.
10 [0099] At step 410, in response to a positive matching, identifying, by an
identification unit [308], a first agent based on at least one skill from a set of pre-stored skills associated with the first agent in response to a positive matching, and identify an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. The present
15 disclosure encompasses the identification unit [308] is to identify a most suitable
agent based on the skills and availability status of the agents. To identify the most suitable agent, the system [300] first checks the agents' profiles for the necessary skills required for the work order. It then assesses their availability status to ensure they are free to take on new tasks. The set of pre-stored skills includes various
20 capabilities and abilities that agents possess (such as technical skills, customer
service skill and physical skills). The positive match occurs when the work order parameters align well with the predefined criteria, indicating that an agent is well suited to handle the task.
25 [0100] Once a suitable agent is identified based on the skills, the identification unit
[308] then checks the agent's availability status. The availability status of the agent can be one of the two statuses:
[0101] Available Status: Indicates that the agent is currently free and able to take
30 on new tasks.
27

[0102] Unavailable Status: Indicates that the agent is currently occupied with other tasks or otherwise not able to take on new assignments.
[0103] For example, if a work order requires specific technical skills such as a
5 mechanical expertise. Then, in accordance with the present disclosure, the solution
as disclosed herein identifies an agent with mechanical expertise and identify the available status of the agent, if both the conditions are met then it is considered as the positive match.
10 [0104] At step 412, identifying, by the identification unit [308], an availability
status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status.
[0105] At step 414, automatically assigning, by an assignment unit [310], the first
15 agent to the work order based on the available status of the first agent. In response
to a failure of the matching, the method further comprises notifying an admin to
manually assign, by the assignment unit [310], the work order to a second agent.
Further, the method [400] comprises notifying the admin to manually assign, by the
assignment unit [310], the work order to the second agent based on the unavailable
20 status of the first agent.
[0106] The failure of matching occurs when the system [300] cannot find any agent
whose skills, availability, and other criteria meet the work order parameters. In an
implementation of the present disclosure, failure of the matching may be identified
25 in a scenario wherein an agent with a required auto assignment rule such as the
required skill set does not match with the work order parameter i.e., a required location of said agent.
[0107] In an implementation of the present disclosure, the method [400] may
30 further comprises notifying an admin to manually assign, by the assignment unit
[310], the work order to a second agent.
28

[0108] Said manual intervention is required in two main scenarios:
[0109] Failure of Matching: If by implementing the method [400] of the present
disclosure, the method [400] is unable to find a suitable match or there is negative/
5 unsuccessful matching for the work order parameters, the assignment unit [310]
notifies an admin or the concerned authority to manually assign the work order.
[0110] For example: If the work order requires an agent with a network debugging
skills and all such agents are either already assigned to other tasks or not available,
10 i.e., a match of agent cannot be found. The assignment unit may notify an admin to
manually assign the work order to a second agent who might have a slightly different but related skill set.
[0111] Unavailable Status of the First Agent: If the first agent is found to be
15 unavailable after initial identification (for instance, if their status changes after the
initial check), the assignment unit [310] may notify an admin to manually reassign the work order to a second agent.
[0112] For example: The work order is initially assigned to Agent A, who is marked
20 as available at the time of assignment. However, just after the assignment, Agent
A's status changes to unavailable due to a new high priority task. Then method [400] may proceed to notify an admin to manually reassign the work order to Agent B, who is the next best match and currently available to handle the task.
25 [0113] In an implementation, the transmitting, by the transceiver unit [302], a set
of notification to the first agent automatically assigned to the work order via a communication interface. Upon receiving a work order creation request, the transceiver unit [302] is to send out notifications, wherein the notification may comprise an information related to the priority level of tasks, the location, the work
30 order completion date, and the tools requirement. These notifications serve to
inform system [300] about the newly created work order.
29

[0114] Thereafter, the method terminates at step [416].
[0115] Referring to FIG. 5 illustrates flow diagram of an exemplary process [500]
for automatically assigning an agent for a work order based on a skill, in accordance
5 with exemplary implementations of the present disclosure. Also, as shown in Figure
5, the process starts at step S1.
[0116] At step S2: A work order is created based on a request received by the
transceiver unit [302]. This request includes various parameters such as priority
10 level, location, completion date, and tools required. The generation unit [304]
processes this request and generates the corresponding work order.
[0117] At step S3: The work order parameters are matched against a set of
predefined auto assignment rules stored in the processing unit [306]. These rules
15 include criteria such as the required skill set, job role, agent service rating,
experience, and customer happiness index, etc.
[0118] At step S4: The system [300] checks if the work order parameters align with
the auto assignment rules. A positive match means the criteria are met, and the work
20 order can be assigned to an appropriate agent.
[0119] At step S5: If the conditions do not match (i.e., there is a failure in
matching), the system [300] cannot automatically assign the work order. In this
case, the assignment unit [310] will notify an admin to manually assign the work
25 order to a second agent who is deemed appropriate for the task.
[0120] At step S6: If the conditions match, the system [300] proceeds to check the availability of the identified agent. The identification unit [308] verifies whether the agent is currently available to take on new tasks. 30
30

[0121] At step S7: As depicted in FIG.6, based on a result of checking the
availability of the identified agent the process [500] may move to either of S8 and
S9 of the process [500], wherein if the agent is available, the process [500] moves
to the step S9 i.e. to automatically assign the work order to identified agent i.e., the
5 first agent, or else if the agent is unavailable the process [500] moves to the step S8
i.e. to manually assign the work order to another agent i.e., the second agent.
[0122] Further, the process [500] at step S8 in a scenario the identified agent is not
available (due to being occupied with other tasks or any other reason), the system
10 [300] via the assignment unit [310] may notify an operator/admin in order to
facilitate manual assignment of the second agent.
[0123] Further, the process [500] at step S9: in a scenario the identified agent is
available, the system [300] via the assignment unit [310] may automatically assign
15 the work order to the identified agent to complete the automated process of
assigning the work order to an agent based on matching parameters and availability.
[0124] At step S10: The process ends here.
20 [0125] The present disclosure may relate to a user equipment (UE) for
automatically assigning an agent for a work order based on a skill, the user equipment (UE) comprising: a memory and a processor connected to the memory. The processor is configured to transmit to a system [300], a create work order request, and receive, from the system [300], an assignment of the agent to the work
25 order based on an availability status of the agent, wherein the agent is assigned
based on generating, by the system [300], the work order based on the create work order request, wherein the work order comprises a set of work order parameters. Further, the agent is assigned based on matching, by the system [300], at least one work order parameter from the set of work order parameters with a set of pre-stored
30 auto assignment rules. Further, the agent is assigned based on in response to a
positive matching, identifying, by the system [300], a first agent based on at least
31

one skill from a set of pre-stored skills associated with the first agent. Further, the
agent is assigned based on identifying, by the system [300], an availability status
associated with the first agent, wherein the availability status is at least one of an
available status and an unavailable status. Thereafter, the agent is assigned based
5 on automatically assigning, by the system [300], the first agent to the work order
based on the available status of the first agent.
[0126] The present disclosure may relate to a non-transitory computer readable storage medium storing instruction for automatically assigning an agent for a work
10 order based on a skill, the instructions include executable code which, when
executed by one or more units of a system [300], causes a transceiver unit [302] of the system [300] to receive a create work order request. The instruction when executed causes a generation unit [304] of the system [300] to generate the work order based on the create work order request, wherein the work order comprises a
15 set of work order parameters. The instruction when executed causes a processing
unit [306] of the system [300] to match at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules. The instruction when executed causes an identification unit [308] of the system [300] to identify a first agent based on at least one skill from a set of pre-stored skills
20 associated with the first agent, in response to a positive matching, and identify, an
availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status. The instruction when executed causes an assignment unit [310] of the system [300] to automatically assign, the first agent to the work order based on the available status of the first
25 agent.
[0127] As is evident from the above, the present disclosure provides a technically
advanced solution for automatically assigning an agent for a work order based on a
skill. The present solution encompasses many advantages such as auto assignment
30 of work orders based upon the availability and skillset can greatly increase
productivity, improved efficiency by minimizing the movement of agents between
32

the different addresses. The present solution may also define different auto assignment rules based upon different characteristics of the work order which can be inserted and removed at the runtime. This may improve the resilience of the system [300] against N types of work orders. 5
[0128] While considerable emphasis has been placed herein on the disclosed
implementations, it will be appreciated that many implementations can be made and
that many changes can be made to the implementations without departing from the
principles of the present disclosure. These and other changes in the implementations
10 of the present disclosure will be apparent to those skilled in the art, whereby it is to
be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.
33

WE CLAIM:
1. A method for automatically assigning an agent for a work order based on a
skill, the method comprising:
- receiving, by a transceiver unit [302], a create work order request;
- generating, by a generation unit [304], the work order based on the create work order request, wherein the work order comprises a set of work order parameters;
- matching, by a processing unit [306], at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules;
- in response to a positive matching, identifying, by an identification unit [308], a first agent based on at least one skill from a set of pre-stored skills associated with the first agent;
- identifying, by the identification unit [308], an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status; and
- automatically assigning, by an assignment unit [310], the first agent to the work order based on the available status of the first agent.

2. The method as claimed in claim 1, wherein in response to a failure of the matching, the method further comprises notifying an admin to manually assign, by the assignment unit [310], the work order to a second agent.
3. The method as claimed in claim 2, further comprises notifying the admin to manually assign, by the assignment unit [310], the work order to the second agent based on the unavailable status of the first agent.
4. The method as claimed in claim 1, further comprising transmitting, by the transceiver unit [302], a set of notification to the first agent automatically assigned to the work order via a communication interface.

5. The method as claimed in claim 1, wherein the work order parameters comprise at least one of a priority level of tasks, a location, a work order completion date, and a tools requirement.
6. The method as claimed in claim 1, wherein the pre-stored auto assignment rules comprise at least one of a skillset, a job role, an agent service rating, and an experience and customer happiness index.
7. A system [300] for automatically assigning an agent for a work order based on a skill, the system [300] comprises:

- a transceiver unit [302] configured to receive a create work order request;
- a generation unit [304] connected at least to the transceiver unit [302], the generation unit [304] configured to generate the work order based on the create work order request, wherein the work order comprises a set of work order parameters;
- a processing unit [306] connected at least to the generation unit [304], the processing unit [306] configured to match at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules;
- an identification unit [308] connected at least to the processing unit [306], the identification unit [308] configured to:

• identify a first agent based on at least one skill from a set of pre-stored skills associated with the first agent, in response to a positive matching, and
• identify an availability status associated with the first agent, wherein the availability status is at least one of an available status and an unavailable status; and
- an assignment unit [310] connected at least to the identification unit [308],
the assignment unit [310] configured to automatically assign, the first agent to the
work order based on the available status of the first agent.
8. The system [300] as claimed in claim 7, wherein the assignment unit [310]
is further configured to notify an admin to manually assign the work order to a
second agent in response to a failure of the matching.

9. The system [300] as claimed in claim 8, wherein the assignment unit [310] is further configured to notify the admin to manually assign the work order to the second agent based on the unavailable status of the first agent.
10. The system [300] as claimed in claim 7, wherein the transceiver unit [302] is further configured to transmit a set of notification to the first agent automatically assigned to the work order via a communication interface.
11. The system [300] as claimed in claim 7, wherein the work order parameters comprise at least one of a priority level of tasks, a location, a work order completion date, and a tools requirement.
12. The system [300] as claimed in claim 7, wherein the pre-stored auto assignment rules comprise at least one of a skillset, a job role, an agent service rating, and an experience and customer happiness index.
13. A user equipment (UE) for automatically assigning an agent for a work order based on a skill, the user equipment (UE) comprising:

- a memory: and
- a processor connected to the memory, wherein the processor is configured to:

• transmit, to a system [300], a create work order request, and
• receive, from the system [300], an assignment of the agent to the work order based on an availability status of the agent,
wherein the agent is assigned based on:
generating, by the system [300], the work order based on the create work order request, wherein the work order comprises a set of work order parameters, matching, by the system [300], at least one work order parameter from the set of work order parameters with a set of pre-stored auto assignment rules,

in response to a positive matching, identifying, by the system [300], a first agent
based on at least one skill from a set of pre-stored skills associated with the first
agent,
identifying, by the system [300], an availability status associated with the first
agent, wherein the availability status is at least one of an available status and an
unavailable status, and
automatically assigning, by the system [300], the first agent to the work order based
on the available status of the first agent.