METHOD AND APPARATUS FOR CREATING SPECIALIZED MULTIMEDIA THREADS IN A MULTIMEDIA COMMUNICATION CENTER

摘要

In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository (263 ), a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function (265) that searches accessed data for association criteria, and notes those data entities that meet the associatio n criteria; and a display function (269) that displays at least indicators of data entities meeting the association criteria. The threading application serves as a research tool for mining data repositories (263) of the call center for information pertinent to business goals of the enterprise hosting the call center. In some embodiments the application is capable of associati ng transactions occuring real time as well as stored data.