Patent Document ID: 9854095
Application ID: 13840613
Patent Status: 1

Claim One:
1. A method, comprising: receiving, by a microprocessor in a work assignment server and via a communication network, same types of work items from communication devices; obtaining, by a microprocessor, location data of first and second contact centers in first and second different physical geographical areas, wherein the first and second contact centers are assigned the same types of work items; obtaining, by the microprocessor and from the first and second contact centers, a performance measure related to the first and second contact centers in the first and second different physical geographical areas, wherein the performance measure is a performance of the first and second contact centers regarding the same types of work items received from a third different physical geographical area, wherein the performance measure determines, in real-time, whether one of the first and second contact centers in the first and second different physical geographical areas has generated a poor performance result dealing with customers from the third different physical geographical area in a specific time period; after obtaining the location data and the performance measure, correlating, by the microprocessor, the location data with the performance measure to obtain a correlation associating the performance measure with the first and second different physical geographical areas of the first and second contact centers; analyzing, by the microprocessor, the correlation to compare performance measures for the first and second contact centers in the first and second different physical geographical areas regarding the same types of work items; receiving, by the microprocessor, a new work item of the same type; assigning, by the microprocessor, the new work item of the same type to a selected one of the first or second contact center based on the analysis; and routing, by the microprocessor and via the communication network, the assigned new work item to the selected one of the first or second contact center based on the analyzed correlation.