Patent ID: 7860234
Filing Date: 2010-12-28
Classification: H04M

Abstract:
1. A method for allocating a resource to one of a plurality of requests, comprising: storing each of said plurality of requests in at least one of a plurality of queues, each of said queues having a predicted wait time; determining that said resource has become available, wherein said determining step further comprises the step of determining that said resource has become available based on one or more predefined criteria; updating said predicted wait times of said queues based on a prior contribution of said resource to said queues, wherein said prior contribution of said resource to said queue comprises calculating a percentage of time an agent has spent servicing work from said queue over a particular sampling period; evaluating a performance level of each of said queues relative to one or more service level targets; and assigning, in response to said determination, said resource to said request based on said evaluation, wherein said assigning step further comprises the step of evaluating said performance level of each of said queues based on one or more predefined criteria.