Abstract: A technical hotline resource management method and system provides a business solution for contact centers which receive contacts both through telephone-based inquiries and web-based inquiries. The disclosed method and system provides, among other things, intelligent calculation of projected resource requirements, a common schedule template for all groups engaged in providing technical assistance, simple input and maintenance screens, a readily-viewed calendar of employee schedules, detailed employee profiles (which identify employee skills), and options for scheduling different work types during given increments of time. Having such information readily available the technical hotline resource manager can thus readily review lists of available employees, groups, and technical requests and can route the inquiries efficiently and quickly.