Patent ID: 8023638

Claim:
A system for balancing agent console load during automated call processing, comprising: a console to operate a plurality of agent consoles; a call processor to process a plurality of call sessions; and a message server to balance a call session load on each agent console, comprising: a load balance module to continually collect conditions from each agent console, to evaluate the conditions against each agent console, and to determine a load factor as a function of the conditions, wherein the load factor represents a normalized numeric metric 0≦LF i ′≦m determined in accordance with the formula: LF i = { 0 , s i = 0 ceil ( m ⁢ ⁢ ∑ j = 1 s i ⁢ t ij ⁢ s i ( wl i 2 ) ) , s i < l i m , s i = l i where m is a scaling factor, s i is a number of sessions currently assigned to one such agent console i, t ij is a current state of a session in that agent console i, and w is a number of windows that are viewable on that agent console i, such that 0≦i≦l i ; and a call distributor to assign the call sessions to the agent consoles commensurate to the corresponding load factor.