Patent ID: 8751274
Filing Date: 2014-06-10
Classification: G06Q,H04M

Abstract:
1. A method in a contact center comprising a central server for distributing work items to workstations of a first set of resources and a work queue having a plurality of work items, the method comprising: determining that the plurality of work items have been received at at least one telecommunications component of the contact center from a plurality of customers, wherein the at least one telecommunications component comprises at least one of a Private Branch eXchange (PBX) and a server; generating in said central server using a workload monitoring agent, based at least in part on said work queue, an ordered set of work items related to the plurality of work items in the work queue, wherein the ordered set of work items comprises real-time work items and non-real-time work items, wherein each work item in said ordered set comprises a service time goal; analyzing said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items and wherein at least one of the following is true for a selected required queue position: based on said analyzing step, determining a state of said work queue to be one of an “On Target” state when there are no predicted shortfalls in resources for the work items in the ordered set and a state other than “On Target” that indicates a predicted shortfall in resources for the work items in the ordered set; when the workload monitoring agent predicts an “On Target” state, determining to forward work items in the work queue to workstations of the first set of resources; and when the workload monitoring agent predicts a state other than the “On Target” state, determining to additionally forward work items to workstations of a second set of resources.