Interactive routing of data communications

A computer-implemented method comprising:

• monitoring user-data communications corresponding to a user-generated message (“the message”) while a virtual contact center, configured using at least one data-communications server, is processing the user-data communications for conveying the message, wherein the user-data communications involve at least one endpoint device from among a plurality of endpoint devices registered to receive data communications services provided by the at least one data-communications server;
• analyzing the message, while the user-data communications are being processed by the virtual contact center;
• determining, based on at least one of analyzed speech characteristic parameters and words used in the message, at least one of a sentiment score and a criticality score for the message;
• and
• processing the user-data communications relative to one of target recipients based on said at least one of a sentiment score and a criticality score being determined, and in response, discerning resolution of an issue linked to the user-data communications.

A computer-implemented method comprising:

• monitoring user-data communications corresponding to a user-generated message (“the message”) while a virtual contact center, configured using at least one data-communications server, is processing the user-data communications for conveying the message, wherein the user-data communications involve at least one from among a plurality of endpoint devices registered to receive data communications services provided by the at least one data-communications server;
• analyzing the message, while the user-data communications are being processed by the virtual contact center;
• determining, based on at least one of analyzed speech characteristic parameters and words used in the message, at least one of a sentiment score and a criticality score for the message;
• and
• processing the user-data communications based on said at least one of a sentiment score and a criticality score being determined by using an algorithm that involves at least one of machine learning and artificial intelligence, and in response, discerning resolution of an issue linked to the user-data communications.