Message routing in a contact center

A system, comprising:

• a processor;
• and
• computer memory storing data thereon that enables the processor to:
• receive a communication after the communication has passed through a network border device and had a rules-based filter applied thereto;
• analyze the communication that has passed through the network border device with an additional filter that passes the communication through a machine learning process;
• receive an output from the machine learning process that identifies the communication as SPAM even though the communication passed through the network border device;
• tag the communication with an indicator that identifies the communication as SPAM;
• and
• in response to tagging the communication with the indicator, automatically delete the communication and/or automatically place the communication in a sandbox thereby preventing the communication from being routed to an agent.

A method, comprising:

• receiving a communication after the communication has passed through a network border device and had a rules-based filter applied thereto;
• analyzing the communication that has passed through the network border device with an additional filter that passes the communication through a machine learning process;
• receiving an output from the machine learning process that identifies the communication unwanted even though the communication passed through the network border device;
• tagging the communication with an indicator that identifies the communication as unwanted;
• and
• in response to tagging the communication with the indicator, automatically processing the communication to prevent further routing of the communication to a user.