Importance

Loading Importance Indicators...

Abstract

Methods and apparatus are provided for allocating resources in a distributed environment. The disclosed resource allocation techniques make resource allocation decisions when resources become available. A resource becomes available when the resource completes its previous work or becomes activated. Once it is determined that a resource has become available, the available resource is assigned to an appropriate request. The requests may be stored, for example, in a queue of requests. The available resource may be assigned to an appropriate request based on one or more predefined criteria, such as to service a request associated with a service class having the “greatest need.” The resources may be, for example, a plurality of call agents that are associated with a call center.

Loading the Abstract Image...

First Claim