Patent ID: 8306212

Claim:
A method, comprising: receiving a first contact at a contact routing mechanism, the contact routing mechanism adapted to distribute contacts among a plurality of contact center resources; generating a first work item representing the received first contact; determining an Estimated Contact Handling Time (ECHT) of the first work item; and based on the ECHT of the first work item, causing at least one of the following substeps to be performed: (i) placing the first work item in a dynamically generated fast track queue, wherein the dynamically generated fast track queue is newly created to receive the first work item; and (ii) placing the first work item in a higher queue position than a second work item having an ECHT larger than the ECHT of the first work item, wherein, in the absence of considering the ECHT of the first work item, the second work item would be in a higher queue position than the first work item.