Patent ID: 8315370

Claim:
A system for scheduling resources and rules for routing comprising: a workforce management server receiving statistics from a statistics server connected to a local area network and availability data relative to resources from a configuration server connected to a network, the workforce management server connected to the network and executing at least one routing strategy having a rules set; a scheduling application executable from the workforce management server scheduling resources and software agents according to the routing strategy; and at least one programmable software agent executed by the scheduling application for scheduling one or more routing rules of the routing strategy rules set; characterized in that the scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and executes the software agent to schedule the resources and routing rules according to forecast requirements, wherein one or more rules of the rules set are scheduled by the software agent to fire in a sequence alternatively from the routing strategy according to modified predictions or real need relative to arrival rates and available resources and the software agent propagates scheduling relative to the routing rules.