Intelligence system for cloud-based communication platforms

A method comprising:

• providing access to an API for processing a routing request, associated with an interaction, specific to one of a plurality of channel types in a customer engagement environment, the API including a handler for the routing request, the handler including parameters for specifying a user-defined routing attribute, an interaction state, a channel-specific attribute, and a proficiency for the user-defined routing attribute, the proficiency indicating a minimum value that an agent must satisfy with respect to the user-defined routing attribute, where the parameters are determined and updated by real time monitoring of the interaction, wherein (i) the interaction comprises a persistent construct controllable by a user or system to transition between multiple states including active, inactive, and closed states, (ii) the interaction is associated with multiple communication channels, and (iii) the interaction comprises a real time and historic log of conversations and events of the interaction;
• receiving the user-defined routing attribute, the interaction state, the channel-specific attribute, and the proficiency via the parameters of the handler;
• recommending the agent in the customer engagement environment to invite to a channel of the channel type associated with the routing request, the recommending based on a matching of the agent to the user-defined routing attribute, the interaction state, the channel-specific attribute, and the proficiency corresponding to the user-defined routing attribute;
• and
• transmitting an invitation to the recommended agent to join the channel of the channel type, wherein the agent can accept or decline the invitation.

A non-transitory computer-readable storage medium storing a set of instructions that, when executed by one or more computer processors, causes the one or more computer processors to perform operations, the operations comprising:

• providing access to an API for processing a routing request, associated with an interaction, specific to one of a plurality of channel types in a customer engagement environment, the API including a handler for the routing request, the handler including parameters for specifying a user-defined routing attribute, an interaction state, a channel-specific attribute, and a proficiency for the user-defined routing attribute, the proficiency indicating a minimum value that an agent must satisfy with respect to the user-defined routing attribute, where the parameters are determined and updated by real time monitoring of the interaction, wherein (i) the interaction comprises a persistent construct controllable by a user or system to transition between multiple states including active, inactive, and closed states, (ii) the interaction is associated with multiple communication channels, and (iii) the interaction comprises a real time and historic log of conversations and events of the interaction;
• receiving the user-defined routing attribute, the interaction state, the channel-specific attribute, and the proficiency via the parameters of the handler;
• recommending the agent in the customer engagement environment to invite to a channel of the channel type associated with the routing request, the recommending based on a matching of the agent to the user-defined routing attribute, the interaction state, the channel-specific attribute, and the proficiency corresponding to the user-defined routing attribute;
• and
• transmitting an invitation to the recommended agent to join the channel of the channel type, wherein the agent can accept or decline the invitation.