Patent ID: 7913063

Claim:
A method of assigning calls to agents, comprising: providing a skill queue for each possible agent skill; for each of the agents, receiving a performance indicator for each skill associated with the agent from a workforce management system; for each of the agents, receiving an availability of the agent from the workforce management system; for each available one of the agents, classifying the available agent with a skill queue corresponding with each skill associated with the available agent, wherein at least one available agent is classified with multiple skill queues simultaneously; for each skill queue, ranking the available agents classified with the skill queue based upon at least the performance indicators for the available agents for the skill corresponding with the skill queue; receiving an incoming call directed to one of the skill queues based on a characteristic of the incoming call; and selecting one of the available agents classified with the one of the skill queues to service the incoming call based upon the ranking of the available agents classified with the one of the skill queues.