Abstract: Concepts and technologies are disclosed herein for extracting and redacting sensitive information from audio. A call having audio and being associated with a customer can be received at a computing device, and the call can be routed to an agent device. During the call, the computing device can detect an impending disclosure of sensitive personal information of the customer. The computing device can generate, during the call, sensitive data that can correspond to the sensitive personal information. The sensitive data can be generated based on sensitive audio of the call. The computing device can provide modified audio to the agent device in real-time or non-real-time. The modified audio can include nonsensitive audio of the call and can omit the sensitive audio. The sensitive data can be provided to a call handling application that is in communication with the computing device and with the agent device.

Abstract: A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.

Abstract: A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.