System and method for logging and displaying routing of communication

A system for logging, within a customer engagement center (CEC) system, routing decisions for an incoming communication, comprising:

• a processor;
• and
• a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to:
• receive, at a system entry point to the CEC system, an incoming customer communication from a customer originating from outside the CEC, wherein the incoming customer communication is drafted by a human person, further wherein the system entry point to the CEC comprises one of a telephone, an IVR system, an electronic mail or messaging system, or a scanner;
• create a routing log associated with the incoming customer communication, wherein the routing log includes a log entry for each system routing point to which the incoming customer communication is routed, wherein the routing log is updated each time the incoming customer communication is routed, wherein each log entry includes an indication of whether the incoming customer communication was manually routed or automatically routed to a system routing point;
• initialize the routing log with an initial log entry denoting the system entry point to the CEC system and denoting identification information for the customer who authored the incoming customer communication;
• route the incoming customer communication and the initialized routing log from the system entry point to one of the system routing points;
• update the initialized routing log with a first decision log entry, the first decision log entry including a reason for routing the incoming communication to the system routing point, the reason for routing including a textual statement delineating what caused the system to route the incoming customer communication to the system routing point:
• route the incoming customer communication and the initialized updated routing lost from the system routing point to a customer service representative (CSR);
• update the initialized updated routing log with a second decision log entry, wherein the second decision log entry includes a reason for routing the incoming customer communication to the CSR, wherein the reason for routing includes contest of a decision to route the incoming communication and initialized updated routing log to the CSR;
• transmit the incoming customer communication and the initialized updated routing log to the CSR;
• display the initialized updated routing log to the CSR;
• and
• display the incoming customer communication to the CSR.

A non-transitory computer readable medium programmed with computer readable code for logging, within a customer engagement center (CEC) system, routing decisions for an incoming communication that upon execution by a processor causes the processor to:

• receive, at a system entry point for the CEC system an incoming customer communication from a customer originating from outside the CEC system, wherein the incoming customer communication is drafted by a human person, further wherein the system entry point comprises one of a telephone, an IVR system, an electronic mail or messaging system;
• create a routing log associated with the incoming customer communication, wherein the routing log includes a log entry for each system routing point to which the incoming customer communication is routed, wherein the routing log is updated each time the incoming customer communication is routed, wherein each log entry includes an indication of whether the incoming customer communication was manually routed or automatically routed to a system routing point;
• initialize the routing log with an initial log entry denoting the system entry point and denoting identification information for the customer who authored the incoming customer communication;
• route the incoming customer communication and the initialized routing log from the system entry point to one of the system routing points:
• update the initialized routing log with a first decision log entry, the first decision log entry including a reason for routing the incoming communication to the system routing point, the reason for routing including a textual statement delinealing what caused the system to route the incoming customer communication to the system routing point;
• route the incoming customer communication and the initialized updated routing log from the system routing point to a customer service representative (CSR);
• update the initialized updated routing log with a second decision log entry, wherein the second decision log entry includes a reason for routing the incoming communication to the CSR, wherein the reason for routing includes context of a decision to route the incoming communication and the initialized updated routing log to the CSR;
• transmit the incoming customer communication and the initialized updated routing log to the CSR;
• display the initialized updated routing log to the CSR;
• and
• display the incoming customer communication to the CSR.