Patent ID: 7949121

Claim:
A method, comprising: a processor receiving a first work item, the first work item having a selected qualifier; the processor receiving a second work item, the second work item having the selected qualifier, wherein the selected qualifier is at least one of customer identity, intent, media type, subject, and transaction identifier, wherein the first work item is a real-time contact and the second item is a non-real-time contact; the processor selecting the first work item for servicing by a contact center resource; the processor determining, based on the selected qualifier, that the first work item is related to the second work item; in response to determining that the first work item is related to the second work item, the processor creating, for servicing by the contact center resource, a first work item grouping comprising the first and second work items; and the processor delivering the first work item grouping, which contains the first work item and the second work item, to a selected common contact center resource, wherein, when the selected common contact center resource services the first work item grouping, the selected common contact center resource services the first work item and the second work item simultaneously or near simultaneously.