SYSTEM AND METHOD FOR MANAGING AGENT CONTACT ASSIGNMENTS NEAR END OF AGENT WORK SHIFT

摘要

Provided herein is a system and method to assign new work to one of a plurality of workers, near an end of a work shift of at least one worker. The method may include: receiving, from a customer, a request for new work; determining a remaining time in a work shift for one or more of the plurality of workers; assigning a worker priority for one or more of the plurality of workers by use of a predetermined criteria; demoting the worker priority of workers near the end of a work shift; and assigning a worker to the customer by use of worker priority, in order to assign the new work.