Patent ID: 7430290

Claim:
A method for optimizing end-user service using a Virtual Queuing Support System (VQSS), the method comprising the steps of: a) detecting a problematic situation associated with a virtual queue from a plurality of virtual queues, the problematic situation being indicative of a non-optimized service quality for an end-user service; and b) taking an action for correcting the problematic situation; wherein the action comprises reassigning at least one new service agent from one of the other queues of the plurality of virtual queues to the virtual queue associated with the problematic situation by: e. 1 ) estimating a number of new service agents needed to correct the problematic situation; e. 2 ) retrieving the number of new service agents from their correspondent current service; and e. 3 ) reassigning the number of new service agents to the virtual queue associated with the problematic situation.