Identifying and processing, for priority, calls in data communications server

A data communication system comprising:

• a metrics generation circuit configured for monitoring incoming calls as data communications, incoming to and routed by a data communications server provides data communications services for a plurality of end-user communication devices with which a plurality of end-users are respectively associated, and in response to the incoming data communications being routed by the data communications server, generating call summary metrics;
• and
• an analysis circuit configured for evaluating the call summary metrics to identify unanswered incoming calls not returned by the plurality of end-users within a threshold time period following the unanswered incoming calls via voice communications, if the call summary metrics do not indicate that the unanswered incoming calls have been returned by the plurality of end-users via voice communications, evaluating a secondary source to identify unanswered incoming calls not returned by the plurality of end-users within the threshold time period via non-voice communications, assessing a responsiveness of each of the plurality of end-users to the unanswered incoming calls within the call summary metrics based on the identified unanswered incoming calls not returned by the plurality of end-users within the threshold time period either via voice communications or via non-voice communications, and flagging at least one of the plurality of end-users for review by a supervisor of the plurality of end-users based on the assessment of the responsiveness of the at least one of the plurality of end-users.

A storage device including instructions which, in response to be executed by computer circuitry, causes the computer circuitry to perform a set of steps, the set of steps comprising:

• monitoring incoming calls as data communications, incoming to and routed by a data communications server which provides data communications services for a plurality of end-user communication devices with which a plurality of end-users are respectively associated;
• in response to the incoming data communications being routed by the data communications server;
• generating call summary metrics;
• evaluating the call summary metrics to identify unanswered incoming calls not returned by the plurality of end-users within a threshold time period following the unanswered incoming calls;
• assessing a responsiveness of each of the plurality of end-users to the unanswered incoming calls within the call summary metrics based on the identified unanswered incoming calls not returned by the plurality of end-users within the threshold time period by determining an average percentage of unanswered incoming calls not returned by the plurality of end-users within the threshold time and a percentage of unanswered incoming calls not returned by the each of the plurality of end-users within the threshold time period, and determining if the percentage of unanswered incoming calls not returned by the each of the plurality of end-users within the threshold time period exceeds the average percentage of unanswered incoming calls not returned by the plurality of end-users within the threshold time period by a threshold amount;
• and
• flagging, for review by a supervisor of the plurality of end-users, at least one of the plurality of end-users whose percentage of unanswered incoming calls not returned within the threshold time period exceeds the average percentage of unanswered incoming calls not returned by the plurality of end-users within the threshold time period by the threshold amount.