METHOD AND APPARATUS FOR ALLOCATING RESOURCES IN A CALL CENTER

A system is provided for allocating resources in a call center. The system identifies a record associated with a resource in the call center. The record includes an attribute associated with the operation of the resource. The system controls the operation of the resource in response to the attribute contained in the record associated with the resource. The record associated with the resource is modified in response to a resource change request. The resource change request may be generated by a host coupled to the call center or by a device contained within the call center. The modified record provides a different set of permitted activities for the associated resource. A particular record may contain multiple attributes associated with the operation of the resource.