Workload distribution with resource awareness
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United States of America Patent
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Mar 6, 2018
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N/A
app pub date -
Nov 29, 2012
filing date -
Nov 29, 2012
priority date (Note) -
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Abstract
A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
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