Patent ID: 8351594

Claim:
A call center system, comprising: a computerized server executing software (SW) from a machine-readable medium; a data collection engine of the SW enabled for collecting data regarding incoming transactions and selected agents, including agent skills; a data processing function coupled to the data collection engine and enabled for processing the data collected regarding agents and transactions against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, the priority level being set higher for agents whose skill level better match a transaction, wherein the priority level decreases for the transaction viewed in an agent's interface having skills that are not determined to be best for the transaction; and a distribution function enabled for distributing an indication of the priority levels determined by the data processing function associated with individual transactions to two or more presentation interfaces accessible to agents, before the time the associated transactions are engaged by an agent; wherein a plurality of priority indications are distributed to a plurality of agents and are displayed simultaneously in each presentation interface and the agents select transactions to engage via the interfaces.