Digital multimedia contact center with tier escalation and deescalation in response to changed criteria

A computer-readable medium comprising a storage device, having computer-executable instructions comprising:

• receiving a contact and assigning to a queue of an initial service tier for the contact in a digital multimedia contact center based on routing criteria for the contact, wherein each tier has a queue;
• de-escalating the contact to a lower service tier if a change in the routing criteria does not satisfy pre-defined criteria for the initial service tier and placing the contact into the queue for the lower service tier;
• and
• escalating the contract to a higher service tier if a changer in the routing criteria satisfies pre-defined criteria for the higher service tier and placing the contact into the queue for the higher service tier.

A computer system comprising:

• a processing unit;
• a memory coupled to the processing unit through a bus;
• and
• a service tiering process executed from the memory to cause the processing unit to determine an initial service tier having a queue for a contact in a digital multimedia contact center based on routing criteria for the contact, wherein each tier has a queue, to de-escalating the contact to a lower service tier if a change in the routing criteria does not satisfy pre-defined criteria for the initial service tier and placing the contact into the queue for the lower service tier, and to escalate the contract to a higher service tier if a change in the routing criteria satisfies pre-defined criteria for the higher service tier and placing the contact into the queue for the higher service tier.