presence information the work assignment engine 120 may determine whether or not the agent is in a predicted available state step 708 if the query is answered negatively then the agent 39 s state is maintained as logged out and no further actions are taken step 712 if the query is answered affirmatively then the agent 39 s state is changed from logged out to predicted available step 716 in this case the agent may now be included in a modified pool of eligible agents 304 for work item assignment decisions step 720 in the foregoing description for the purposes of illustration methods were described in a particular order it should be appreciated that in alternate embodiments the methods may be performed in a different order than that described it should also be appreciated that the methods described above may be performed by hardware components or may be embodied in sequences of machine executable instructions which may be used to cause a machine such as a general purpose or special purpose processor gpu or cpu or logic circuits programmed with the instructions to perform the methods fpga these machine executable instructions may be stored on one or more machine readable mediums such as cd roms or other type of optical disks floppy diskettes roms rams eproms eeproms magnetic or optical cards flash memory or other types of machine readable mediums suitable for storing electronic instructions alternatively the methods may be performed by a combination of hardware and software specific details were given in the description to provide a thorough understanding of the embodiments however it will be understood by one of ordinary skill in the art that the embodiments.