Priority-based artifact routing

1. An apparatus comprising:

at least one processing platform comprising a plurality of processing devices each comprising a processor coupled to a memory;

the processing platform being configured to implement at least a portion of at least a first cloud-based system;

wherein the processing platform further comprises:

an artifact priority attribute module configured:

to define a set of artifact priority attributes based on historical artifact data and user input, wherein the artifact priority attributes comprise one or more temporally-based attributes and one or more non-temporally-based attributes; and

to define value categories for the artifact priority attributes, wherein the value categories correspond to real-time status conditions of an artifact with respect to the artifact priority attributes;

a real-time weight adjustment software agent configured to assign adjustable weights to the artifact priority attributes and the value categories thereof, wherein the adjustable weights are based on real-time context information and one or more user preferences;

a resource filtering module configured:

to partition a collection of resources into multiple resource groups based on one or more resource attributes; and

a priority routing module configured:

to calculate priority scores for pending artifacts as a function of all weights assigned to the artifact priority attributes and the value categories thereof;

to determine, for each of the pending artifacts, an appropriate one of the multiple resource groups to route the pending artifact; and

to route the pending artifacts to one or more of the resources, within the appropriate resource groups, in a ranked order of priority based on the calculated priority scores.

2. The apparatus of claim 1 , wherein the pending artifacts comprise pending service requests.

3. The apparatus of claim 1 , wherein the one or more resources comprise one or more technical service engineers.

4. The apparatus of claim 1 , wherein the one or more resource attributes comprises at least one of a support level associated with a resource, a business unit associated with a resource, a product group associated with a resource, geographic location of a resource, one or more artifact types that a resource is designated to support, and one or more language skills associated with a resource.

5. The apparatus of claim 1 , wherein the set of artifact priority attributes comprises at least one of a level of business impact associated with an artifact, a type of impact associated with an artifact, a type of customer associated with an artifact, a level of expected service associated with an artifact, a qualification of a customer's experience pertaining to an artifact, a response timeframe associated with an artifact, an expected number of resources associated with supporting an artifact, a number of recurring issues associated with an artifact, and a method by which an artifact was generated.

6. The apparatus of claim 1 , wherein the real-time weight adjustment software agent is further configured to modify the adjustable weights assigned to the artifact priority attributes and the value categories thereof based on at least one of updated real-time context information and one or more updated user preferences.

7. The apparatus of claim 6 , wherein the priority routing module is further configured:

to calculate updated priority scores for the pending artifacts as a function of all modified weights assigned to the artifact priority attributes and the value categories thereof.

8. A method comprising:

defining a set of artifact priority attributes based on historical artifact data and user input, wherein the artifact priority attributes comprise one or more temporally-based attributes and one or more non-temporally-based attributes;

defining value categories for the artifact priority attributes, wherein the value categories correspond to real-time status conditions of an artifact with respect to the artifact priority attributes;

assigning adjustable weights to the artifact priority attributes and the value categories thereof, wherein the adjustable weights are based on real-time context information and one or more user preferences;

calculating priority scores for pending artifacts as a function of all weights assigned to the artifact priority attributes and the value categories thereof;

partitioning a collection of resources into multiple resource groups based on one or more resource attributes;

determining, for each of the pending artifacts, an appropriate one of the multiple resource groups to route the pending artifact; and

routing the pending artifacts to one or more of the resources, within the determined appropriate resource groups, in a ranked order of priority based on the calculated priority scores;

wherein the defining, assigning, calculating and routing steps are implemented in at least one processing platform configured to include a plurality of processing devices each comprising a processor coupled to a memory; and

wherein the processing platform is configured to implement at least a portion of at least the first cloud-based system.

9. The method of claim 8 , further comprising:

modifying the adjustable weights assigned to the artifact priority attributes and the value categories thereof based on at least one of updated real-time context information and one or more updated user preferences.

10. A computer program product comprising a non-transitory processor-readable storage medium having stored therein program code of one or more software programs, wherein the program code when executed by a processing platform comprising a plurality of processing devices causes the processing platform:

to define a set of artifact priority attributes based on historical artifact data and user input, wherein the artifact priority attributes comprise one or more temporally-based attributes and one or more non-temporally-based attributes;

to define value categories for the artifact priority attributes, wherein the value categories correspond to real-time status conditions of an artifact with respect to the artifact priority attributes;

to assign adjustable weights to the artifact priority attributes and the value categories thereof, wherein the adjustable weights are based on real-time context information and one or more user preferences;

to calculate priority scores for pending artifacts as a function of all weights assigned to the artifact priority attributes and the value categories thereof;

to partition a collection of resources into multiple resource groups based on one or more resource attributes;

to determine, for each of the pending artifacts, an appropriate one of the multiple resource groups to route the pending artifact; and

to route the pending artifacts to one or more of the resources, within the determined appropriate resource groups, in a ranked order of priority based on the calculated priority scores;

wherein the processing platform is configured to implement at least a portion of at least the first cloud-based system.

11. The computer program product of claim 10 , wherein the program code further causes the processing platform:

to modify the adjustable weights assigned to the artifact priority attributes and the value categories thereof based on at least one of updated real-time context information and one or more updated user preferences.

12. The apparatus of claim 7 , wherein the priority routing module is further configured:

to re-route the pending artifacts to one or more resources in a ranked order of priority based on the calculated updated priority scores.

13. The method of claim 9 , further comprising:

calculating updated priority scores for the pending artifacts as a function of all modified weights assigned to the artifact priority attributes and the value categories thereof.

14. The method of claim 13 , further comprising:

re-routing the pending artifacts to one or more resources in a ranked order of priority based on the calculated updated priority scores.

15. The computer program product of claim 11 , wherein the program code further causes the processing platform:

to calculate updated priority scores for the pending artifacts as a function of all modified weights assigned to the artifact priority attributes and the value categories thereof.

16. The computer program product of claim 15 , wherein the program code further causes the processing platform:

to re-route the pending artifacts to one or more resources in a ranked order of priority based on the calculated updated priority scores.