Patent Document ID: 9432325
Application ID: 14020674

Base Claim:
1. A computer-implemented method for determining an agent routing in a contact center, the method comprising executing on a processor the steps of: obtaining, by the processor, a group of two or more electronic communication messages from two or more social media networks in a computer with a memory; filtering, by the processor, the group of the two or more electronic communication messages to determine a second group of two or more messages, wherein the messages in the second group of two or more messages contain similar content; aggregating, by the processor, the second group of two or more messages into a packet of messages; receiving, by the processor, the packet of messages; identifying content in the packet of messages with negative sentiment; determining whether the identified content is actionable; and if the identified content is negative and actionable, providing the packet of messages to an agent for response.

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Claim 2:
2. The method as defined in claim 1 , wherein at least one message in the second group of two or more messages includes two or more sentences, concepts, questions, statements, postings, segments, and/or interactions.