Techniques for supervising communications from multiple communication modalities
Disclosed herein is a computing device and data store for use in the storage and retrieval of communication objects. The computing device can receive a first communication sent using a first communication modality. The computing device can receive a second communication sent using a second communication modality. The computing device can determine that the first communication and the second communication correspond to a single interaction. The computing device can generate a communication object comprising the first communication and the second communication. A structure of the communication object can be consistent across different communication modalities. The computing device can add the communication object to a first queue for review. The computing device can move the communication object to a second queue in response to a first review of the communication object.
1. A method comprising:
receiving, via one of one or more computing devices, a first communication sent using a first communication modality;
receiving, via one of the one or more computing devices, a second communication sent using a second communication modality;
determining, via one of the one or more computing devices, that the first communication and the second communication correspond to a single interaction;
generating, via one of the one or more computing devices, a communication object comprising the first communication and the second communication, wherein a structure of the communication object is consistent across different communication modalities;
adding, via one of the one or more computing devices, the communication object to a first queue for review; and
in response to a first review of the communication object, moving, via one of the one or more computing devices, the communication object to a second queue.
2. The method of claim 1 , wherein moving the communication object to the second queue comprises escalating the communication object for review by a second reviewer.
3. The method of claim 1 , wherein moving the communication object to the second queue comprises deescalating the communication object for review by a second reviewer.
4. The method of claim 1 , further comprising:
receiving a comment from a first reviewer of the first review; and
storing the comment for review by a second reviewer.
5. The method of claim 1 , wherein the first queue and the second queue correspond to different levels of review.
6. The method of claim 1 , further comprising tracking an escalation history associated with the communication object.
7. A system, comprising:
a data store; and
at least one computing device in communication with the data store, wherein the at least one computing device is configured to:
receive a first communication sent using a first communication modality;
receive a second communication sent using a second communication modality;
determine that the first communication and the second communication correspond to a single interaction;
generate a communication object comprising the first communication and the second communication, wherein a structure of the communication object is consistent across different communication modalities;
add the communication object to a first queue for review; and
in response to a first review of the communication object, move the communication object to a second queue.
8. The system of claim 7 , wherein the at least one computing device is further configured to:
determine that a user selected the communication object from the first queue; and
in response to the user selecting the communication object, show one or more additional communication related to the communication object.
9. The system of claim 7 , wherein the at least one computing device is further configured to: receive an indication that a particular user is responsible for reviewing the communication object in the first queue.
10. The system of claim 7 , wherein the first queue comprises communication objects that are associated with a common attribute.
11. The system of claim 7 , further comprising a plurality of queue levels, wherein the first queue is assigned to a first level of the plurality of queue levels and the second queue is assigned to a second level of the plurality of queue levels.
12. The system of claim 7 , wherein the at least one computing device is further configured to generate a user interface indicating the communication object in the first queue.
13. The system of claim 7 , wherein the at least one computing device is further configured to output a representation of the communication object from the first queue by reconstructing portions of the first communication and the second communication from the single interaction in a viewable form.
14. A non-transitory computer-readable medium embodying a program that, when executed by at least one computing device, causes the at least one computing device to:
receive a first communication sent using a first communication modality;
receive a second communication sent using a second communication modality;
determine that the first communication and the second communication correspond to a single interaction;
generate a communication object comprising the first communication and the second communication, wherein a structure of the communication object is consistent across different communication modalities;
add the communication object to a first queue for review; and
in response to a first review of the communication object, move the communication object to a second queue.
15. The non-transitory computer-readable medium of claim 14 , wherein the program further causes the at least one computing device to generate a user interface indicating the communication object in the second queue.
16. The non-transitory computer-readable medium of claim 14 , wherein the program further causes the at least one computing device to
determine at least one additional communication object based on the communication object; and
add the at least one additional communication object to the first queue.
17. The non-transitory computer-readable medium of claim 14 , wherein the program further causes the at least one computing device to store a comment from a reviewer with the communication object in the first queue.
18. The non-transitory computer-readable medium of claim 14 , wherein the program further causes the at least one computing device to perform a determination to review the communication object based upon a policy file, wherein the communication object is added to the first queue based on the determination.
19. The non-transitory computer-readable medium of claim 14 , wherein moving the communication object to a second queue comprises the program further causing the at least one computing device to add a reference for the communication object to the second queue.
20. The non-transitory computer-readable medium of claim 14 , wherein moving the communication object to a second queue comprises the program further causing the at least one computing device to add a flag to the communication object indicative of a cause of the communication object being moved to the second queue.