Method and system for assigning tasks to workers

摘要

A method and system for assigning tasks can receive requested tasks, keep a requested-task queue, keep one or more worker statuses associated with respective workers, and assign the requested tasks from the requested-task queue to selected ones of the workers. In one embodiment, the requested tasks are telephone calls received by a network based contact center, and the workers are telephone agents associated with the network based contact center.

主权项

1. A system, comprising:
a processor; and a memory storing code that when executed causes the processor to perform operations, the operations comprising: receiving a requested task from a task manager; updating a requested-task queue status in the task manager in accordance with the requested task; sending an updated requested-task-queue status from the task manager to a presence server; sending the requested-task-queue status from the presence server to a worker manager; sending a worker status from the worker manager to the presence server; sending the worker status to the task manager from the presence server; determining, by the task manager from the worker status, an availability of a worker to perform the requested task; selecting, by the task manager, an available worker to be assigned the requested task; directing the requested task from the task manager to the worker manager associated with the available worker; directing the requested task from the worker manager to the available worker; changing the worker status of the available worker receiving the requested task; sending a change in the worker status associated with the available worker from the worker manager to the presence server; sending the change in the worker status from the presence server to the task manager; and updating the worker status in the task manager in accordance with the change in the worker status.