Matching work items to resources in a contact centre without the use of queues.

摘要

A method, executed by a work assignment engine 120, comprising: receiving a work item which may be generated by the engine and which may comprise a communication; considering every resource 112 in a resource pool as a potential resource for assigning to the work item; determining a selected resource from the resource pool, which may comprise an unordered collection of every resource in a contact centre, for processing the work item; and assigning the work item to the selected resource. The resource may be an optimal resource at the time of determining and may be selected from a group of qualified and eligible resources. Selecting a resource may comprise determining an attribute combination for the work item and analysing every resource in the resource pool to determine whether each resource comprises an attribute combination, which may be represented by a bitmap, sufficient to fulfil the requirements of the work item.