Location enhanced automatic work distribution
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United States of America Patent
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Mar 16, 2004
Grant Date -
Oct 23, 2003
app pub date -
Apr 18, 2002
filing date -
Apr 18, 2002
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A work distribution system 100 is provided for matching geographically distributed resources 108, such as agents, with a geographically distributed plurality of work items. The work item distribution system 100 includes a resource identifier 102 that determines the resources that are suitable to serve the selected work item, an estimated wait time function 124 that determines an estimated wait time for each suitable resource to serve a selected work item, and a selector function 120 that assigns a value to each enqueued work item and, based on the value and estimated wait time, assigns a resource to the selected work item.
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