Patent ID: 8510146

Claim:
Logic encoded in one or more non-transitory tangible media for execution and when executed operable to: receive a first customer service request, generate a task offer for the first customer service request automatically based on a task for the first customer service request, such that the task offer is operable to be accepted, denied, or ignored by one or more agents, calculate one or more acceptance factors for the one or more agents based on traffic intensity; and determine a minimum set of the one or more agents as a function of the one or more acceptance factors of the one or more agents, wherein the one or more acceptance factors indicate one or more probabilities that the task offer will be accepted or attempted to be accepted by the one or more agents, wherein the one or more acceptance factors is a plurality of acceptance factors (p), and a minimum set of one or more resources (m) support a contact center to achieve a service level goal (m′) according to an equation m′=m/p.