Two-stage approach to real-time assignment of Web Studio customer support tasks

Abstract

Many Web-site owners turn to Web Studios for help in solving the problems of their web projects' support, mostly on a subscriber basis. If the Web Studio is professionally engaged in technical support of web projects, then it can have dozens and hundreds of clients, who create hundreds of job requests per month. However, Web Studio's human resources are usually limited. Therefore, the resource allocation problem is of great current interest (by resources we mean the programmers involved in the implementation of this type of work). In this article, we propose two -stage approach for determining an optimal schedule of Web Studio's customer support tasks. The algorithm of dynamic assignment of tasks in real time is implemented taking into account the dynamic character of this process. The performance of the proposed approach is investigated.