Tracing and asynchronous communication network and routing method

An apparatus, comprising:

• a memory;
• and
• a processor operatively coupled to the memory, the processor configured to receive a first network communication from an electronic device via an asynchronous communication mode, the processor configured to identify whether a session identifier associated with the electronic device is within a database, and if the session identifier associated with the electronic device is not within the database, generate the session identifier associated with the electronic device of the user;
• the processor configured to identify a user associated with the first network communication, the processor configured to identify context information associated with the user,
• the processor configured to select a first agent from a set of agents based on at least a portion of the context information matching at least one characteristic of the first agent, the processor configured to route the first network communication to an electronic device of the first agent in response to selecting the first agent from the set of agents such that the first agent communicates with the user via the asynchronous communication mode during a time period,
• the processor configured to receive, from the user and at a first time after and independent of the time period, a second network communication from the electronic device via a live communication mode,
• when a workload associated with the first agent does not meet a criterion, the processor configured to provide an option to the user to either (1) route the second network communication to an electronic device of a second agent such that the second agent engages in communication with the user via the live communication mode or (2) place the second network communication in a queue of the electronic device of the first agent such that the first agent engages in communication with the user via the live communication mode at a second time after the first time.

A method, comprising:

• receiving, from an electronic device, a network communication via a first communication mode, the first communication mode being asynchronous;
• identifying a user associated with the network communication based on information received in the network communication;
• identifying whether a session identifier associated with the user is within a database, and if the session identifier associated with the user is not within the database, defining a session identifier associated with the user in response to the network communication, the session identifier being associated with context information of the user;
• routing the network communication to a first agent device based on the information received in the network communication and the context information such that an agent using the first agent device communicates with the user via the first communication mode during a time period;
• storing the session identifier as associated with a work list of the agent using the first agent device based on the routing the network communication to the first agent device;
• receiving, from the user and at a time after and independent of the time period, a request for live communication via a second communication mode;
• identifying the agent using the first agent device based on the session identifier being associated with the work list of the agent using the first agent device;
• routing the request to the first agent device when a workload associated with the agent using the first agent device meets a criterion;
• and
• providing an option to the user to either (1) route the request to a second agent device or (2) place the request in a queue of the first agent device, when the workload associated with the agent using the first agent device does not meet the criterion.