A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work...http://www.google.ca/patents/US7949121?utm_source=gb-gplus-sharePatent US7949121 - Method and apparatus for the simultaneous delivery of multiple contacts to an agent
