Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

A method executed by a computerized server operating within a communication center enhancing resource management for routing a plurality of events, comprising steps of:

• (a) receiving, by the server, a first event and a second event from the plurality of events, wherein the first event utilizes a first media type and the second event utilizes a second media type different from the first media type;
• (b) storing, by the server, information on the first event and the second event in a single queue;
• (c) retrieving, by the server, from the single queue, information concerning the plurality of events to be routed from a routing engine, the information including at least nature and quantity of resources required by the plurality of events, and identification of a media type for each of the plurality of events;
• (b) (d) retrieving, by the server, information concerning instant state of the resources potentially available to service the plurality of events, wherein the information concerning the instant state includes presence of the resources for a plurality of different media types, wherein a first one of the resources is detected as available for the first media type and unavailable for the second media type, and a second one of the resources is detected as unavailable for the first media type and available for the second media type;
• (c) (e) processing the retrieved information from steps (a) and (b) (c) and (d) by the server;
• (d) (f) based on the processing, recommending allocation of the resources by the server to best serve upcoming ones of the plurality of events to be routed;
• and
• (e) (g) repeating steps (a) through (d) (c) through (f) periodically to allocate, re-allocate and manage the resources relative to the needs of the plurality of events in near real time, wherein the needs take into account the media type utilized by each of the plurality of events;
• and
• (h) transmitting, by the routing engine, based on the recommending, a first notification over a data network to route the first event to the first one of the resources, and a second notification over the data network to route the second event to the second one of the resources, wherein in response to the routing, a connection is established with equipment associated with respectively the first and second one of the resources.