Patent ID: 8670550

Claim:
A method, comprising: receiving, at a Contact Center Algorithm Language (CCAL) module, a first set of rules for controlling behavior of a contact center, the first set of rules being in a first computing language; after the receiving the first set of rules, executing, by the CCAL module, a set of optimization rules to transform the first set of rules into at least one of a data structure, procedure, task, and event for controlling behavior of a queueless contact center, wherein the transformed first set of rules are in a second computing language; and implementing the transformed first set of rules to control behavior of the queueless contact center, wherein the CCAL module is a module in the queueless contact center, and the receiving, the transforming, and the implementing are performed without an interaction with queues, wherein executing the set of optimization rules creates a resource pool and a work pool, wherein the resource pool comprises a representation of every resource in the contact center, wherein the resource pool comprises an unordered collection of data structures representing every resource in the contact center, wherein the work pool comprises a representation of every work item in the contact center, and wherein the work pool comprises an unordered collection of data structures representing every work item in the contact center, and wherein the CCAL module considers the first set of rules and, based on the consideration of the first set of rules, identifies a set of attributes which are used to compute bitmaps for the resource and workpools.