Patent ID: 7200219

Claim:
A method for determining if a first agent should service work items of a first work type in a work processing facility, comprising: (a) an agent assignor selecting the first agent, wherein the first work type and/or a selected work item in the first work type has an associated first dynamic preference value and the first agent has an associated first agent preference value and first agent threshold value for the first work type and wherein the first dynamic preference value reflects the work processing facility's preference for processing of work items of the first work type in comparison to processing work items of work types other than the first work type; (b) the agent assignor determining, as a function of the first dynamic preference and first agent preference values, a first agent composite preference value for the first work type; (c) the agent assignor comparing the first agent composite preference value with the first agent threshold value, wherein the first agent threshold value measures the first agent's lack of proficiency in servicing the first work type and/or selected work item in the first work type; (d) the agent assignor, when the first agent composite preference value exceeds the first agent threshold value, finding the first agent to the qualified to service the first work type; and (e) the agent assignor, when the first agent composite preference value is less than the first agent threshold value, finding the first agent to be unqualified to service the first work type.