A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a...http://www.google.co.uk/patents/US6661889?utm_source=gb-gplus-sharePatent US6661889 - Methods and apparatus for multi-variable work assignment in a call center
