Patent ID: 8503663

Claim:
A method of using a computer, which is configured in one of a single unit form and a multi-component form, for routing a first communication and a second communication via a network, comprising: (a) analyzing, by the computer, a plurality of historical communication data to calculate a forecasted load for a particular schedule period; (b) assigning an agent to a grouping of one or more agents such that the grouping includes at least two agents according to said forecasted load; (c) assigning the agent to an other grouping of one or more agents such that the other grouping includes at least two agents according to said forecasted load; (d) activating the agent with respect to the grouping during a time range; (e) activating the agent with respect to the other grouping during an other time range, wherein there is an overlapping time range where the time range and the other time range overlap; (f) adjusting, by the computer, the schedule of the agent into and out of the grouping in real-time based on an actual communication load; (g) receiving a first communication via the network; (h) receiving a second communication via the network; (i) routing, by the computer, the first communication to the agent via the network; and, (j) routing, by the computer, the second communication to the agent via the network.