Abstract
Purpose. Developing a set of models which formally describe the operation environment of the organizational and technical system and the interaction of software agents of different roles in performing business operations. The pres-ence of such a set of models allows you to create information technology for monitoring and routing business processes and reduce costs for business operations. Methodology. The research methods are based on systems analysis methods. Findings. A set of models of hierarchical multi-agent system for business processes has been developed. The complex comprises a static description of the operation environment of the organizational and technical system, where there are models of business process, business operation and its components. Originality. Organization of total monitoring of the operation environment of the organizational and technical system, i.e. the current state of the processes of processing applications, queues and workstations requires the development of static and dynamic business process models. Based on the static description, a model of the dynamics of business processes promoting throughout many workstations has been developed. This makes possible to monitor the status of workstations, queues and applications for business opera-tions. In particular, a formal description of the software agent, its competencies and a model of interaction of three-level agents which perform the functions of business operation executors, monitors and dispatchers has been developed. Having such tools, the second important aspect is the development of a universal hierarchical structure of the multi-agent system, in which different agents perform the roles of performers, monitors and dispatchers. Such a structure should include the regulation of the agent functions, models of agents interaction at all three levels, ways of agents-people communication. Practical value. Tests of the monitoring and scheduling system in different conditions (electronic document management, manufacturing company, human resources management department) showed a decrease in time of business operations, losses on waiting and increase in rhythm of business processes. The results of the work has enabled the development of a queue management strategy, which has showed a reduction in time of operations and a more balanced workload.
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