Real-time transaction routing augmented with forecast data and agent schedules

A method of distributing transactions among a plurality of transaction processing systems, the method comprising:

• identifying actual handling resources associated with each of a plurality of transaction processing systems at a first time interval;
• identifying scheduled handling resources for each of the plurality of transaction processing systems at a time after the first time interval;
• calculating estimated handling resources for each of the plurality of transaction processing systems based upon the actual handling resources and the scheduled handling resources;
• and
• distributing transactions among the plurality of transaction processing systems by producing routing decisions based upon the estimated handling resources for each of the plurality of transaction processing systems.

A method of distributing transactions among a plurality of transaction processing systems, the method comprising:

• determining a ratio of actual handling resources associated with each of a plurality of transaction processing systems to scheduled handling resources for each of the plurality of transaction processing systems at a first time;
• calculating estimated handling resources for each of the plurality of transaction processing systems at a second later time based upon the ratio and scheduled handling resources at the second later time for each of the plurality of transaction processing systems;
• and
• causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.

A method of distributing transactions among a plurality of transaction processing systems, the method comprising:

• determining a relationship between actual handling resources for a first time interval that are associated with each of a plurality of transaction processing systems and corresponding scheduled handling resources for each of the plurality of transaction processing systems;
• calculating estimated handling resources for each of the plurality of transaction processing systems based upon the relationship and scheduled handling resources for a time after the first time interval for each of the plurality of transaction processing systems;
• and
• causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.

A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine causing the machine to perform the steps of:

• measuring actual handling resources associated with each of a plurality of transaction processing systems at a first time interval;
• identifying scheduled handling resources for each of the plurality of transaction processing systems at the first time interval;
• calculating estimated handling resources for each of the plurality of transaction processing systems for a time after the first time interval based upon the actual handling resources and the scheduled handling resources;
• determining transaction allocations for each of the transaction processing systems based upon the estimated handling resources;
• receiving a routing query from a network interface;
• and
• responsive to the routing query, communicating a routing decision to the network interface based upon the transaction allocations.

A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine, causing the machine to perform the steps of:

• identifying actual handling resources associated with each of a plurality of transaction processing systems at a first time interval;
• identifying scheduled handling resources for each of the plurality of transaction processing systems at a time after the first time interval;
• calculating estimated handling resources for each of the plurality of transaction processing systems based upon the actual handling resources and the scheduled handling resources;
• and
• distributing transactions among the plurality of transaction processing systems by producing routing decisions based upon the estimated handling resources for each of the plurality of transaction processing systems.

A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine, causing the machine to perform the steps of:

• determining a ratio of actual handling resources associated with each of a plurality of transaction processing systems to scheduled handling resources for each of the plurality of transaction processing systems at a first time;
• calculating estimated handling resources for each of the plurality of transaction processing systems at a second later time based upon the ratio and scheduled handling resources at the second later time for each of the plurality of transaction processing systems;
• and
• causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.

A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine, causing the machine to perform the steps of:

• determining a relationship between actual handling resources for a first time interval associated with each of a plurality of transaction processing systems and corresponding scheduled handling resources for each of the plurality of transaction processing systems;
• calculating estimated handling resources for each of the plurality of transaction processing systems based upon the relationship and scheduled handling resources for a time after the first time interval for each of the plurality of transaction processing systems;
• and
• causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.