Patent ID: 8385534

Claim:
A method for dispatching one or more services requests to one or more agents, comprising the steps of: obtaining one or more attributes of each service request; obtaining one or more attributes of each agent; obtaining feedback from each of one or more agent queues, the feedback from each of the one or more agent queues comprising an amount of time or resources each agent has spent on each service request, and a status of each service request, wherein the feedback from each of the one or more agent queues determining an estimate of an expected service time of each service request; and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine two or more suitable agents to receive a dispatch for each of the one or more service requests and to classify each service request based upon the one or more attributes of each request and the one or more attributes of each agent, wherein one or more steps of said method are performed by one or more hardware devices.