Abstract: Request definitions associated with respective actions of a workflow identify characteristics of objects utilized in performance of the respective action. Hypothetical in-flight changes that modify the characteristics are anticipated and implemented into the workflow. The actions within the workflow are subscribed to the hypothetical in-flight changes based upon the characteristics identified in the request definitions and modified by the in-flight changes by identifying which in-flight changes affect which workflow actions. Accordingly, when an in-flight is received, the workflow is automatically updated to account for the modifications to the characteristics made by the in-flight change. Specifically, actions that should be undone and/or redone in response to the modification to the characteristics are automatically identified and new tasks are created to undo and/or redo the identified actions.

Abstract: A system may include a processor that receives tasks to be performed, determines ordering rules associated with the tasks, and identifies a first set of employees to perform the one or more tasks based on schedule data associated with the employees and the ordering rules. The processor may then identify one employee of the first set of employees to perform the tasks based on a current schedule for the one employee and the ordering rules, identify scheduled tasks to remove from the current schedule based on un-assignment rules, and generate an adjusted current schedule to include the tasks and remove the scheduled tasks from the current schedule. The processor may then send a notification indicative of an adjusted current schedule to a computing device associated with the one employee.

Abstract: A system includes a non-transitory memory and one or more hardware processors configured to read instructions from the non-transitory memory to perform operations. The operations include maintaining a list of agent profiles, wherein each of the agent profiles comprises a plurality of skills toward which points are awarded based on completed activities, receiving a service request, identifying one or more skills associated with the service request, referencing the list of agent profiles to identify one of the agent profiles possessing the one or more skills associated with the service request, and assigning the service request to the agent profile possessing the one or more skills associated with the service request.

Abstract: A system may include a processor that receives tasks to be performed, determines ordering rules associated with the tasks, and identifies a first set of employees to perform the one or more tasks based on schedule data associated with the employees and the ordering rules. The processor may then identify one employee of the first set of employees to perform the tasks based on a current schedule for the one employee and the ordering rules, identify scheduled tasks to remove from the current schedule based on un-assignment rules, and generate an adjusted current schedule to include the tasks and remove the scheduled tasks from the current schedule. The processor may then send a notification indicative of an adjusted current schedule to a computing device associated with the one employee.