Methods and apparatus for service-level based and/or skills-based assignment of a work item to one (or more) of a plurality of resources based on fitness, for example, of skills required by the former to those provided by the latter. Assignment takes into account the level of stress on the work item...http://www.google.de/patents/US20060173724?utm_source=gb-gplus-sharePatent US20060173724 - Methods and apparatus for work management and routing
