of which are hereby incorporated herein by reference more specifically the work assignment engine 120 can determine which of the plurality of processing resources 112 is qualified and or eligible to receive the work item and further determine which of the plurality of processing resources 112 is best suited or is the optimal processing resource to handle the processing needs of the work item in situations of work item surplus the work assignment engine 120 can also make the opposite determination i e determine optimal assignment of a work item resource to a resource in some embodiments the work assignment engine 120 can be configured to achieve true one to one matching by utilizing bitmaps tables and other data structures in accordance with at least some embodiments of the present disclosure a dialog aggregator module 128 comprises a web based user interface that provides the resource 112 with an aggregation of dialog information in canonical format for assisting customers more specifically the dialog aggregator module 128 can evaluate one or more topics and or questions 132 received from the communication network 104 from a customer communication device 108 recognize questions 132 and determine if answers exist to the questions 132 information provided by the dialog aggregator module 128 can be used by the work assignment engine 120 to route work items automatically answer questions 132 assist resources 112 and provide displays based on text analysis and historical interaction information as the questions 132 are analyzed aggregated and converted into canonical form additionally the dialog aggregator module 128 can provide a locking mechanism for unanswered questions 132 the dialog aggregator module 128 may optionally provide screening to determine if the questions 132.