Abstract: A system and a method are provided for processing and routing electronic mail messages within a call center which include and involve an electronic mail server system for routing incoming and outgoing electronic mail messages and a mail parsing system coupled to the electronic mail server system. The mail parsing system is operative to receive an incoming electronic mail message from the electronic mail server system, to automatically parse the incoming electronic mail message for the existence of at least one predetermined term related to a particular call center activity, and to route the incoming electronic mail message via the electronic mail server system to a corresponding storage area when the incoming electronic mail message contains at least one predetermined term.

Abstract: A call center is configured such that call selection and/or agent selection processes may be based at least in part on stored information regarding agent schedules, such as scheduled break times, training sessions, ends of shifts or other events for the agents. In an illustrative embodiment, schedule information is stored for at least one of the call center agents, and a communication is selected for delivery to the agent based at least in part on the stored schedule information for that agent. For example, a call selection process in the call center may be modified for a designated period of time before a scheduled break of a given agent such that the call selected for delivery to that agent is likely to be completed in the time remaining until the scheduled break.