Claims:We Claim:

1. A method for allocating tickets, the method comprising:
receiving, by a ticket allocation system, a request for resolving a ticket associated with a ticket-type of a plurality of ticket-types, wherein the ticket-type indicates nature of the ticket;
computing, by the ticket allocation system, a plurality of agent-scores corresponding to a plurality of agents relevant for handling the plurality of ticket-types based on a historical information associated with the plurality of agents, wherein the historical information indicates prior ticket resolving experience of the plurality of agents;
identifying, by the ticket allocation system,
a first-set of agents from the plurality of agents based on the plurality of agent-scores, wherein the first-set of agents indicates appropriate agents for resolving the ticket, and
a second-set of agents from the first-set of agents based on a set of dynamic parameters, wherein the second-set of agents indicates dynamically appropriate agents for resolving the ticket;
ranking, by the ticket allocation system, the second-set of agents based on corresponding agent-scores of the plurality of agent-scores;
determining, by the ticket allocation system, an availability of a first best agent, from the second-set of agents, having a highest rank based on the ranking for allocating the ticket; and
performing, by the ticket allocation system, based on the availability of the first best agent, at least one of:
allocating the ticket to the first best agent, when the first best agent is available; or
determining an availability of a next best agent based on the ranking, when the first best agent is unavailable, wherein:
the ticket is allocated to the next best agent when the next best agent is available, and
if the next best agent is unavailable,
determining a ticket-type of a current active ticket being allocated to the next best agent,
re-allocating the current active ticket, based on comparison of a status of the current active ticket with a predefined threshold and an importance level of the current active ticket, to another next best agent after the next best agent based on the ranking, thereby releasing the next best agent from the current active ticket, wherein the status indicates a remaining time in completion of the current active ticket, and
allocating the ticket to the next best agent.
2. The method as claimed in claim 1 further comprising re-allocating the ticket from a previously assigned agent to a new agent of the plurality of agents based on the set of dynamic parameters associated with the previously assigned agent.
3. The method as claimed in clam 1, wherein the plurality of ticket-types comprises at least one of technical-type ticket, non-technical-type ticket and administrative-type ticket.
4. The method as claimed in clam 1, wherein the set of dynamic parameters comprises at least one of tiredness levels, emotion, voice, or posture associated with the plurality of agents.
5. The method as claimed in claim 1, wherein the importance level of the current active ticket is determined by computing a ticket score.
6. The method as claimed in claim 5, wherein the ticket score is computed based on plurality of ticket parameters comprising at least one of priority level of the ticket, impact level of the ticket or complexity level of the ticket.
7. A ticket allocation system for allocating tickets, the system comprising:
a processor; and
a memory communicatively coupled to the processor, wherein the memory stores processor-executable instructions, which, on execution, causes the processor to:
receive a request for resolving a ticket associated with a ticket-type of a plurality of ticket-types, wherein the ticket-type indicates nature of the ticket;
compute a plurality of agent-scores corresponding to a plurality of agents relevant for handling the plurality of ticket-types based on a historical information associated with the plurality of agents, wherein the historical information indicates prior ticket resolving experience of the plurality of agents;
identify:
a first-set of agents from the plurality of agents based on the plurality of agent-scores, wherein the first-set of agents indicates appropriate agents for resolving the ticket, and
a second-set of agents from the first-set of agents based on a set of dynamic parameters, wherein the second-set of agents indicates dynamically appropriate agents for resolving the ticket;
rank the second-set of agents based on corresponding agent-scores of the plurality of agent-scores;
determine an availability of a first best agent, from the second-set of agents, having a highest rank based on the ranking for allocating the ticket; and
perform, based on the availability of the first best agent, at least one of:
allocating the ticket to the first best agent, when the first best agent is available; or
determining an availability of a next best agent based on the ranking, when the first best agent is unavailable, wherein:
the ticket is allocated to the next best agent when the next best agent is available, and
if the next best agent is unavailable,
determining a ticket-type of a current active ticket being allocated to the next best agent,
re-allocating the current active ticket, based on comparison of a status of the current active ticket with a predefined threshold and an importance level of the current active ticket, to another next best agent after the next best agent based on the ranking, thereby releasing the next best agent from the current active ticket, wherein the status indicates a remaining time in completion of the current active ticket, and
allocating the ticket to the next best agent.
8. The ticket allocation system as claimed in claim 7, wherein the processor is further configured to re-allocate the ticket from a previously assigned agent to a new agent of the plurality of agents based on the set of dynamic parameters associated with the previously assigned agent.
9. The ticket allocation system as claimed in claim 7, wherein the plurality of ticket-types comprises at least one of technical-type ticket, non-technical-type ticket and administrative-type ticket.
10. The ticket allocation system as claimed in claim 7, wherein the set of dynamic parameters comprises at least one of tiredness levels, emotion, voice, or posture associated with the plurality of agents.
11. The ticket allocation system as claimed in claim 7, wherein the importance level of the current active ticket is determined by computing a ticket score.
12. The ticket allocation system as claimed in claim 11, wherein the ticket score is computed based on plurality of ticket parameters comprising at least one of priority level of the ticket, impact level of the ticket or complexity level of the ticket.

Dated this 30th day of August, 2016

Swetha SN
Of K&S Partners
Agent for the Applicant , Description:TECHNICAL FIELD

The present disclosure relates in general to resource allocation. More particularly, but not exclusively, the present disclosure discloses a method and system for dynamically allocating and re-allocating of tickets.