Patent ID: 6947988

Claim:
A method of allocating resources of a contact center using an intelligent agent comprising the steps of: providing an intelligent-agent rule-configuration screen on a supervisor's terminal that allows the supervisor to select at least one parameter from a displayed list of a plurality of operational parameters, to set a threshold or limit for the at least one parameter from a displayed list of threshold values and limits for the at least one parameter, to select an action to be taken from a displayed list of actions, to select a monitoring schedule from a displayed list of monitoring schedules, and to initiate the intelligent agent from a display; selecting at least one operational parameter of the plurality of operational parameters through the intelligent agent rule-configuration screen on the supervisor's terminal; selecting a monitoring schedule through the intelligent-agent rule configuration-screen on the supervisor's terminal that determines how the selected at least one operational parameter will be monitored; electronically monitoring the selected at least one operational parameter of the contact center based upon the selected monitoring schedule; performing a comparison between the operational parameter and a threshold value for the operational parameter; and determining, based on the comparison, whether an action to be taken to affect allocation of resources of the contact center is necessary.