Method and apparatus for implementing a customizable rules engine module

A system for implementing a customizable rules engine module for automatically assigning a work item to a user computing device based on a skill set and an availability of a user, the system comprising:

• a database that stores skill set data related to a skill set of one or more users received from one or more administrator computing devices and availability data related to an availability information of said one or more users received from one or more scheduling systems;
• a receiver that receives data associated with each of a plurality of work items received from one or more source systems via one or more communication networks;
• and
• a processor operatively connected to the database and the receiver via the one or more communication networks, wherein the processor is configured to:
• dynamically allocate, from the received data, both a score value to assign a priority to each work item and a bit-mapped skill value for each work item regardless of the source system from which each work item is being received or work type of each work item;
• query the database to identify one or more users having availability data and associated skill set data correlated with the score value associated with the assigned priority for each work item and the bit-mapped skill value for each work item;
• and
• automatically assign a work item to a user computing device utilized by a user based on identifying that the user's skill set data matches the score value associated with the assigned priority for the work item and the bit-mapped skill value for the work item, and that the user's availability data matches the availability information received from the database via the one or more communication networks.

A non-transitory computer readable medium configured to store instructions for implementing a customizable rules engine module for automatically assigning a work item to a user computing device based on a skill set and an availability of a user, wherein, when executed, the instructions cause a processor to perform the following:

• configuring a database to store skill set data related to a skill set of one or more users received from one or more administrator computing devices and availability data related to an availability information of said one or more users received from one or more scheduling systems;
• causing a receiving to receive data associated with each of a plurality of work items received from one or more source systems (client devices) via one or more communication networks;
• dynamically allocating, from the received data, both a score value to assign a priority to each work item and a bit-mapped skill value for each work item regardless of the source system from which each work item is being received or work type of each work item;
• querying the database, to identify one or more users having availability data and associated skill set data correlated with the score value associated with the assigned priority for each work item and the bit-mapped skill value for each work item;
• and
• automatically assigning, a work item to a user computing device utilized by a user based on identifying that the user's skill set data matches the score value associated with the assigned priority for the work item and the bit-mapped skill value for the work item, and that the user's availability data matches the availability information received from the database via the one or more communication networks.