System and method for storing, routing, and tracking digital documents in a call center

A system for tracking and routing a number of digital documents in a call center, comprising:

• means for generating a contact record associated with a digital document and to store the contact record on a contact database;
• means for identifying a routing designation on the digital document, the routing designation indicative of an association between the digital document and digital documents previously received;
• and
• means for transmitting the digital document of a destination based upon the routing designation.

A method for tracking and routing a number of digital documents in a call center, comprising the steps of:

• generating a contact record associated with a digital document and storing the contact record on a contact database;
• identifying a routing designation on the digital document, the routing designation indicative of an association between the digital document and digital documents previously received;
• and
• transmitting the digital document to a destination based upon the routing designation.

A method for routing digital documents in a call center comprising:

• generating, via contact management logic, a contact record including key fields in an incoming digital document, the key fields indicative of a correspondence between the incoming digital document and contact records of digital documents previously received;
• determining, by the matching key fields in the contact records, associations indicative of a document sequence;
• storing the contact records in a contact database according to the associations;
• computing, from the key fields, a document sequence of the incoming digital document and digital documents previously received, the document sequence defined by contact records of prior dealings with a particular customer;
• identifying, via resource management logic, a routing designation indicative of an agent, the routing designation determined by an agent having prior dealings with the particular customer;
• and
• transmitting, based on scheduling logic, the incoming digital document to the agent identified by the routing designation.