Patent ID: 6718330
Filing Date: 2004-04-06
Classification: G06Q,Y10S

Abstract:
A computer implemented method of distributing on-line client requests to human and/or robotic Internet service agents, comprising the following steps:receiving a request from a client; determining an average time each agent in a group of agents takes to service a request; selecting an initial agent most likely to finish servicing the request first from a group of agents; assigning the request to the initial agent; and reassigning an assigned request from the initial agent to a second agent selected from the group of agents; wherein said selecting step comprises: determining a priority and a topic of the request by parsing the request, and queuing the request for service by the initial agent ahead of previous requests having lower priorities; and wherein said selecting step comprises, for each agent in a group of agents, predicting an availability time when the agent will become available to service the request.