Patent ID: 7133520

Claim:
A method of assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor, such method comprising the steps of: determining a target occupancy matrix including a target occupancy for each agent of the agents of the automatic call distributor for each call type of the plurality of call types and where the total occupancies among at least some of the agents are not equal; in an overstaffed situation, processing a call of a first type of the types determined in the target occupancy matrix; and assigning the processed call to an agent of the agents of the automatic call distributor with a largest relative difference between an actual occupancy of calls of the first type handled by the agent and the target occupancy of calls of the first type determined for the agent in the target occupancy matrix; and in an understaffed situation, when an agent of the agents becomes available, selecting a call from a queue of a work type of the plurality of work types having a largest relative difference between actual occupancy and target occupancy among the work types of the available agent; and assigning the selected call to the available agent.