Abstract: Systems and methods are disclosed for determining agent capacity for managing contact interactions. An example method includes obtaining first information of a contact, and active agent device information comprising at least a first agent identifier and a second agent identifier. The example method further includes determining a first capacity of the first agent identifier based on active interactions and dormant interactions associated with the first agent identifier. The example method further includes determining a second capacity of the second agent identifier based on active interactions and dormant interactions associated with the second agent identifier. The example method further includes determining a conversation pattern of the contact, and initiating a comparison of the first capacity and the second capacity based on the conversation pattern. The example method further includes assigning the contact to either of the first agent identifier and the second agent identifier based on the comparison.

Abstract: A system and method for providing alert messages to users of Mobile Subscriber Units whereby only such users who are located in the local geographical area effected by the alert receive the messages. The invention further permits limiting transmission of such alerts to only appropriate categories of message content (e.g. weather only) and classification of recipients (e.g., volunteer firemen).