It will be appreciated by one skilled in the art that for methods 800 and 900, other types of incoming interactions may be used in place of the call used in the provided examples. Each type may have their own ways to identify the incoming interactions, for example, email messages may be tracked using unique information embedded in the header information of the email, SMS messages may contain an identifying alphanumeric string in the body of the text, a web chat message may be identified with an alphanumeric string sent when a connection is established, and the like.

Hardware Architecture

Generally, the techniques disclosed herein may be implemented on hardware or a combination of software and hardware. For example, they may be implemented in an operating system kernel, in a separate user process, in a library package bound into network applications, on a specially constructed machine, on an application-specific integrated circuit (ASIC), or on a network interface card.