Patent ID: 8605886
Filing Date: 2013-12-10
Classification: G06Q

Abstract:
1. A method comprising: processing a task assignment request comprising a task type corresponding to a task; querying a database based on the task assignment request and on the task type to identify an agent profile and agent status information for the identified agent profile, the agent profile comprising identification information to identify an agent workstation, the agent status information comprising task type identification information associated with a task performed by a respective agent workstation at a time of querying the database; determining whether the agent workstation is available to handle a request; determining whether the agent workstation is currently handling a non-real-time request or a real-time request; and determining whether to generate assignment information for assigning the task to the agent workstation based on the agent status information, wherein the assignment information is generated if the agent is currently handling a non-real-time request, and wherein the assignment information is not generated if the agent is currently handling a real-time request.