Patent ID: 8094804

Claim:
A method, in a contact center comprising a central server for distributing work items to workstations of a first set of resources, and a work queue having a plurality of work items, the method comprising: receiving the plurality of work items at at least one telecommunications component of the contact center from a plurality of customers, wherein the at least one telecommunications component comprises at least one of a PBX and a server; generating, in a server executing a workload monitoring agent, based at least in part on said work queue, an ordered set of items related to the plurality of work items in the work queue; analyzing, by said server executing the workload monitoring agent, said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items, wherein at least one of the following is true for a selected required queue position; (i) multiple of the work items have a determined required queue position equal to the selected required queue position; and (ii) no work items have a determined required queue position equal to the selected required queue position and wherein the selected required queue position is closer to a head of the ordered set than another selected required queue position that equals a determined required queue position of at least one of the work items; based on said analyzing step, determining in said server executing the workload monitoring agent a state of said work queue; forwarding work items in the work queue to workstations of the first set of resources; and when the workload monitoring agent predicts a surplus of work items, additionally forwarding work items to workstations of a second set of resources.