Schedule based transaction routing

摘要

A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a work status of the agent during a time period with a scheduled status of the schedule of hours and comparing the metric with an agent call assignment threshold and when the agent call assignment threshold exceeds the determined metric, preferentially assigning calls to other agents. <IMAGE>