System and method for routing work requests to a resource group of an enterprise

A system for routing a work request in an enterprise, comprising:

• a computer readable storage medium, storing executable instructions;
• and
• a processor in communication with the computer readable storage medium, the processor when executing the executable instructions:
• determines a respective resource-occupancy of each of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy;
• determines a respective group-occupancy of each of the one or more groups based on one or more predefined criteria, wherein the group-occupancy of a respective group is determined based on the respective resource-occupancies of the plurality of resources in that group during a predefined time period;
• and
• assigns the work request to one of the one or more groups based on the one or more respective group occupancies.