Patent ID: 8116446

Claim:
A method for servicing a customer work item, comprising: a processor executing a routing engine; the routing engine assigning a first work item to a first agent and a second work item to a second agent, wherein the assigning of the first work item to the first agent is based on a first routing decision made by the routing engine; the routing engine creating a first data structure for the first work item and a second data structure for the second work item, wherein the first data structure references the second data structure and the second data structure references the first data structure; the routing engine sending the first data structure to the first agent and the second data structure to the second agent; in response to assigning, the routing engine receiving, from the first agent, a request to re-route the first work item; the routing engine receiving, from the first agent, a deductive context associated with the first work item, the deductive context determined at least in part by the first work item being related to the second work item; the routing engine analyzing the deductive context; the routing engine adjusting the first routing decision to a second routing decision based at least in part on the deductive context associated with the first work item; based on the second routing decision, the routing engine automatically re-routing the first and second work items to a common agent.