PyCon25 Hackathon: Intelligent Support Ticket Assignment System

Welcome to the PyCon25 Hackathon project! 🚀

Once you are done with the hackathon, share your github link here: https://forms.gle/gnR62EoZUfeA8zqJ9

📋 Project Overview

Problem Statement

In a helpdesk system, when customers raise support issues about different topics, we should ideally route tickets to agents who have knowledge and experience in solving that particular set of problems. However:

• Volume Imbalance: Not all topics have equal request volumes
• Skill Gaps: Not all agents have expertise in all areas
• Fair Distribution: Workload needs to be distributed equitably
• Effective Resolution: Tickets should go to the most capable agents

Challenge

Build an optimal routing system that assigns support tickets to the best possible agent while ensuring:

• ✅ Maximum likelihood of successful resolution
• ✅ Fair distribution of workload across agents
• ✅ Effective prioritization of issues
• ✅ Cost-effective and scalable approach

📊 Data Structure

Input: dataset.json

Contains two main sections:

• Agents: Support staff with skills, availability, and experience levels
• Tickets: Support requests with descriptions and timestamps

Output: output_result.json

Your solution should generate ticket assignments with the following fields:

• Mandatory:
  • Ticket ID
  • Assigned Agent ID
• Optional:
  • Rationale/Justification for the assignment

🎯 Evaluation Criteria

Your solution will be judged on:

1. Assignment Effectiveness

   • How well tickets are matched to agent skills
   • Likelihood of successful resolution

2. Prioritization Strategy

   • Creative use of ticket and agent attributes
   • Intelligent priority scoring

3. Load Balancing

   • Fair distribution of workload
   • Agent availability management

4. Performance & Scalability

   • Cost efficiency of the approach
   • Ability to handle large datasets

🏗️ Project Structure

pycon25-hackathon/
├── dataset.json           # Input data (agents and tickets)
├── output_result.json     # Expected output
├── README.md             # This file
└── [your solution files] # Your implementation

📈 Success Metrics

Your solution should optimize for:

• Resolution Rate: Tickets assigned to skilled agents
• Response Time: Efficient agent utilization
• Workload Distribution: Balanced assignment across team
• Scalability: Performance with increasing data size

🤝 Contributing

This is a hackathon project - unleash your creativity and build an innovative solution!

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Happy Hacking! 🎉