Patent ID: 7849044

Claim:
An electronic interaction system for automatically prioritizing electronic communications received from other parties, comprising: a contact center, performed by an electronic system, for receiving the communications; a monitoring module, performed by an electronic system, for monitoring an order of the communications selected by each agent according to a judgment of priority made by each agent, wherein the agent performs one or more actions in responding to the selected communications and the actions are determined by the communications' type; a decision engine, performed by an electronic system, for determining a priority code for each of the received communications, wherein the decision engine is a learning system that uses feedback from the monitoring performed by the monitoring module to adjust how the priority code is determined, so that the priority code for each of the received communications is determined automatically from the judgment of priority made by each agent; and at least one queue, in an electronic system, for storing the prioritized communications in order of their priority code to allow the agents to more efficiently identify and process the communications having higher priority codes; thereby automatically prioritizing the electronic communications received from other parties by the electronic interaction system.