Abstract: A method for load balancing using a dynamic allowed deviation. The method includes identifying tasks to be assigned to workers and identifying a first set of attributes for each task. The method further includes the step of identifying a second set of attributes for each worker. The allowed deviation between the highest number of tasks assigned to a worker and the lowest number of tasks assigned to a worker based on the number of tasks being assigned during a predetermined time period is computed. Each of the plurality of tasks is assigned to a worker based on matching at the first set of attributes with the second set of attributes. The assigning of the tasks is conducted so that the difference between the highest number of tasks assigned to a worker and the lowest number of tasks assigned to a worker does not exceed the allowed deviation.

Abstract: A system for assigning tasks to one of a plurality of workers. The system includes a processor configured to receive a first set of attributes related to a task. The processor is configured to determine whether the first set of attributes satisfies one of the stored exception rules. The processor is configured to determine whether the first set of attributes satisfies one of the stored escalation rules. The processor is configured to determine whether the first set of attributes satisfies one of the stored escalation rules after determining whether the first set of attributes satisfies the stored exception rules so that the task is driven down if one of the exception rules is satisfied even if the first set of attributes would have satisfied one of the escalation rules.