Patent ID: 8731177

Claim:
A tangible and non-transient memory in a contact center, the contact center comprising a plurality of resources operable to service a plurality of contacts, the plurality of resources corresponding to a plurality of contact center endpoints and the plurality of contacts corresponding to a plurality of customers and customer endpoints, comprising: a first collection of data structures corresponding to a contact, the first collection of data structures comprising a contact identifier identifying a corresponding contact, wherein the contact identifier is associated with one of the plurality of customers; and a second collection of data structures corresponding to a first contact part and a second contact part, the second collection of data structures comprising the contact identifier, a state identifier that identifies a state of a monitored endpoint, and a first contact part identifier and a second contact part identifier that identifies the first contact part and the second contact part respectively, wherein the first contact part represents a first part of the contact, the second contact part represents a second part of the contact, and the contact identifier uniquely identifies the contact of which the first contact part and the second contact part are a subpart, wherein the first contact part is for a text media contact from the monitored endpoint and the second contact part is for a voice media contact from the monitored endpoint and wherein the state identifier identifies a change in state or an overlap between the text media contact and the voice media contact.