Patent ID: 7421475

Claim:
A system for allocating customer e-mail service requests made to a business, the system executable by an information handling system, the allocation between plural working groups for responding to the customer service requests, the system comprising: an e-mail interface operable to accept customer e-mail service requests; an allocation engine interfaced with the e-mail interface and having plural virtual queues, each virtual queue operable to store customer e-mail service requests associated with a working group, the allocation engine operable to allocate customer e-mail service requests to virtual queues based on one or more predetermined factors; and an e-mail management system interfaced with the allocation engine and having plural working queues, each working queue operable to store customer e-mail service requests associated with a working group, the e-mail management system operable to accept e-mails from a virtual queue of the allocation engine in an associated working queue for handling by an associated working group; wherein the allocation engine transfers e-mails from virtual queues to working queues to maintain a quantity of e-mails in the working queues at a predetermined amount.