Patent ID: 8494151

Claim:
A system for balancing call assignments on an agent console during automated call processing, comprising: an automated call center to assign a plurality of incoming calls; a call monitor to monitor the incoming calls and two or more agent consoles each managed by an agent; a console load balance module to assign an absolute upper limit on a number of the calls allowed at each agent console at any given time; and a message server to balance a load of call assignments on each agent console, comprising: a server load balance module to collect objective conditions regarding calls already assigned to each agent, to further collect subjective conditions regarding the agent's opinion of at least one of the assigned calls, and to evaluate the objective and subjective conditions against the absolute upper limit to determine a load factor of each agent console; a call distributor to assign one of the incoming calls to one of the agent consoles with the determined load factor having a lowest value; and a call assignment module to assign a maximum load factor to the agent console with the lowest load factor that received the one such incoming call.