Patent ID: 7657263

Claim:
A method for routing calls of an automatic call distributor system, comprising: receiving a plurality of agent specific workflows, each agent specific workflow associated with a different respective agent of a plurality of agents and configured to be executed independent of the other agent specific workflows, each agent specific workflow comprising logic customized for its respective agent; receiving a plurality of requests for connection with one of the plurality of agents, wherein each request is received from a respective user; placing one or more of the requests in one or more queues; monitoring system information; receiving an indication that a first agent of the plurality of agents is available to handle a request; executing a first agent specific workflow of the plurality of agent specific workflows, the first agent specific workflow associated with the first agent and comprising logic customized for the first agent that is only executed after the first agent becomes available for connection with one of the respective users, wherein the first agent specific workflow determines a desired first behavior for only the first agent associated with the first agent specific workflow based on the monitored system information; selecting, based on the determination of the desired first behavior for the first agent, a first request of the plurality of requests; connecting the first request to the first agent; after the first agent has handled the first request and is available to handle another request, reexecuting the first agent specific workflow comprising logic customized for the first agent to determine a desired second behavior for the first agent based on the monitored system information; selecting, based on the determination of the desired second behavior for the first agent, a second request of the plurality of requests; and connecting the second request to the first agent.