Patent ID: 8189761

Claim:
A method for managing calls, comprising: allocating a plurality of agents among a plurality of queues; receiving a plurality of calls each for connection with at least one of the plurality of agents; assigning each of the plurality of calls to a queue of the plurality of queues; monitoring a dynamic value profile for each of the plurality of queues, the dynamic value profile for a queue calculated based on one or more financial attributes of the current calls in the queue; determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue; reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue; monitoring a service level goal, the service level goal associated with one or more of the plurality of queues; determining that the service level goal is not satisfied; and wherein reallocating one or more of the plurality of agents comprises reallocating one or more of the plurality of agents in response to determining that the service level goal is not satisfied.