Overview > Human Workflow Services

Skelta BPM offers a comprehensive and scalable Human Workflow Services framework for creating applications that support dynamic activity flow. As many common business processes require human intervention, a workflow infrastructure that connects information workers to automated processes is a must. Skelta BPM’s tight integration with the entire Microsoft office stack makes it possible for direct participation in workflows from these environments.

Sophisticated out-of-the-box and customized human workflow services within Skelta BPM can be applied to multiple scenarios and include:

• Time based and recurring escalations
• Multi-level calendars for managing resource availability
• Use of alternate actors when resources are not available
• Escalation mechanisms to ensure tasks are never delayed

Collaborative approvals with queue based escalations ensure quick dispatch through the multiple delivery channels of Web, Windows Form, PDA, SMS, IM, Voice, Outlook and Custom channels.

Skelta BPM’s HWS capabilities enable a robust Queue Management system which is gaining relevance with several of our BPO customers for:

• Dynamic Queue allocation
• Management of resources performing similar functions
• Automatic, semi-automatic and manual modes of task dispatch
• In-built support for common dispatch patterns such as FIFO, LIFO and Round robin
• Effective Resource Utilization
• Task assignments based on resource’s skill sets
• Assigning tasks based on Organization and Resource level calendars
• Shift Management