Patent ID: 8428246

Claim:
A method, performed by a server device, comprising: receiving, by the server device, first-information associated with a call received by a first server device; receiving, by the server device, second-information associated with the call, wherein the second-information is associated with processing of the call by the first server device and at least one second server device; generating, by the server device, a unified record associated with the call, wherein the unified record includes at least some of the first-information and at least some of the second-information; determining, by the server device and based on the unified record, that a condition exists with respect to an amount of time aggregated for handling of the call; and sending, by the server device, an instruction to perform a customer operation with respect to the call, responsive to determining that the condition exists, wherein the customer operation includes assigning a priority for the handling of the call and transferring the call from a current customer service agent to a customer service agent corresponding to the assigned priority.