Patent ID: 8577018

Claim:
A system comprising: memory for storing computer readable instructions and data, the data comprising an agent queue profile that includes global parameters to configure an agent queue for each agent that is assigned to the agent queue profile; a processing unit for accessing the memory and executing the computer readable instructions, the computer readable instructions comprising: an agent queue profile manager programmed to assign a plurality of agents to the agent queue profile to define a corresponding plurality of agent queues for the plurality of agents, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues; and a distribution module programmed to control distribution of a transaction to a selected agent queue of the plurality of agent queues based on rules and to control handling of the transaction in the selected agent queue based on the agent queue profile; wherein the agent queue profile further comprises login data that is configured via the agent queue profile manager, to enable automatic login to the selected agent queue in response to logging into a distribution group to which a given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.