RESOLUTION SELECTION AND DEPLOYMENT

1 . A system, comprising:

a network interface to a network; and

a processor with machine-readable instructions that when read by the processor cause the processor to perform:

accessing a communication comprising a customer device utilized by a customer for communicating with the system via the network;

accessing a work item from the customer device that will be resolved during the communication as a prerequisite to successfully closing the work item;

obtaining a time constraint, upon the expiration of the time constraint will cause the communication to be terminated;

selecting an agent, from a pool of agents, that has a skill associated with expedited resolution of the work item, when the time constraint is less than an estimated time to resolve the work item, and selecting the agent, from the pool of agents, that has a skill associated with full-service resolution of the work item, when the time constraint, is not less than the estimated time to resolve the work item; and

routing the communication to include an agent device, utilized by the agent.

2 . The system of claim 1 , wherein the processor receives a subsequent communication to resolve the work item, during the subsequent communication, upon the termination of the communication absent resolution.

3 . The system of claim 1 , wherein obtaining the time constraint comprises obtaining the time constraint from a data record comprising calendar events of the customer.

4 . The system of claim 1 , wherein the processor further performs:

receives an updated time constraint;

selects a transition resolution path in accordance with the updated time constraint; and

delivering the transition resolution to the agent device for execution.

5 . The system of claim 4 , wherein the processor further performs selecting the transition resolution path comprising the set of resolution paths associated with expedited resolution of the work item, that have been executed and the set of resolution paths associated with full-service resolution of the work item, that have not been executed and delivering the transition resolution path to the agent device for execution, when the update to the time constraint is greater than the estimated time to resolve the work item.

6 . The system of claim 4 , wherein the processor further performs selecting the transition resolution path comprising the set of resolution paths associated with full-service resolution of the work item, that have been executed and the set of resolution paths associated with expedited resolution of the work item, that have not been executed and delivering the transition resolution path to the agent device for execution, when the update to the time constraint is not greater than the estimated time to resolve the work item.

7 . The system of claim 4 , wherein the processor receives the updated time constraint upon the communication extending beyond the time constraint.

8 . The system of claim 4 , wherein the processor receives the updated time constraint upon the processor determining the communication comprises content tangential to the work item that is provided by the customer.

9 . The system of claim 1 , wherein the processor obtains the time constraint from a neural network trained to receive attributes of the communication and respond with the time constraint.

10 . The system of claim 9 , wherein the neural network is trained to determine the time constraint, further comprising:

accessing a set of past communications between a number of previous customers and a corresponding number of previous agents, and having an associated work item;

applying one or more transformations to each past communication of the set of past communications including one or more of substituting a word with a synonymous word, substituting a word with a synonymous phrase, substituting a purpose of the communication for an object associated with the purpose, substituting the object associated with the purpose of the communication with a purpose, inserting at least one redundant word, or removing at least one redundant word, altering a time of day of the communication, altering a day of the week of the communication, altering a calendar date of the communication, to create a modified set of past communications;

creating a first training set comprising the set of past communications, the modified set of past communications, and at least one of a set of past communications determined to have a time constraint less than the resolution time for the associated work item and a time for the past communication greater than the time constraint or a time constraint greater than the resolution time for the associated work item where the communication was terminated prior to resolution;

training the neural network in a first state using the first training set;

creating a second training set for a second state of training comprising the first training set and the set of communications that the time for resolution was identified erroneously in the first state; and

training the neural network in the second state using the second training set.

11 . The system of claim 1 , wherein the agent is blocked from performing at least one operation of the agent device, when the time constraint is not less than the estimated time to resolve the work item, that is not blocked when the time constraint is less than the estimated time to resolve the work item.

12 . The system of claim 1 , wherein the processor performs routing the communication to include the agent device, further comprising:

generating a Session Initiation Protocol (SIP) INVITE messages comprising a CUSTOM header having a value indicating the contents of the CUSTOM header include indicia of the time constraint and the time constraint; and

forwarding the INVITE message to the agent device.

13 . A system, comprising:

a network interface to a network; and

a processor with machine-readable instructions that when read by the processor cause the processor to perform:

accessing a communication comprising a customer device utilized by a customer for communicating with the system via the network;

accessing a work item from the customer device that will be resolved during the communication as a prerequisite to successfully closing the work item;

obtaining a time constraint from the customer device that, upon the expiration of the time constraint will cause the communication to be terminated;

selecting a resolution path from a set of resolution paths associated with expedited resolution of the work item, when the time constraint is less than an estimated time to resolve the work item, and selecting the resolution path, from the pool of resolution paths, that is associated with full-service resolution of the work item, when the time constraint, is not less than the estimated time to resolve the work item;

routing the communication to include an agent device, utilized by an agent; and

providing the resolution path to the agent device for execution.

14 . The system of claim 13 , wherein the resolution path associated with full-service resolution comprises at least one verification step following an instruction, absent from the resolution path associated with expedited resolution.

15 . The system of claim 13 , wherein obtaining the time constraint comprises obtaining the time constraint from a data record comprising calendar events of the customer.

16 . The system of claim 13 , wherein the processor further performs selecting the agent, from a pool of agents, that has a skill associated with expedited resolution of the work item, when the time constraint is less than an estimated time to resolve the work item, and selecting the agent, from the pool of agents, that has a skill associated with full-service resolution of the work item, when the time constraint, is not less than the estimated time to resolve the work item.

17 . The system of claim 13 , wherein the processor further performs:

receives an updated time constraint;

selects a transition resolution path in accordance with the updated time constraint; and

delivering the transition resolution to the agent device for execution.

18 . The system of claim 17 , wherein the processor further performs;

selecting the transition resolution path comprising the set of resolution paths associated with expedited resolution of the work item, that have been executed and the set of resolution paths associated with full-service resolution of the work item, that have not been executed and delivering the transition resolution path to the agent device for execution, when the update to the time constraint is greater than the estimated time to resolve the work item; and

selecting the transition resolution path comprising the set of resolution paths associated with full-service resolution of the work item, that have been executed and the set of resolution paths associated with expedited resolution of the work item, that have not been executed and delivering the transition resolution path to the agent device for execution, when the update to the time constraint is not greater than the estimated time to resolve the work item.

19 . A method, comprising:

accessing a communication comprising a customer device utilized by a customer for communicating with the system via a network;

accessing a work item from the customer device that will be resolved during the communication as a prerequisite to successfully closing the work item;

obtaining a time constraint, upon the expiration of the time constraint will cause the communication to be terminated;

selecting an agent, from a pool of agents, that has a skill associated with expedited resolution of the work item, when the time constraint is less than an estimated time to resolve the work item, and selecting the agent, from the pool of agents, that has a skill associated with full-service resolution of the work item, when the time constraint, is not less than the estimated time to resolve the work item; and

routing the communication to include an agent device, utilized by the agent.

20 . The method of claim 19 , wherein obtaining the time constraint further comprises obtaining the time constraint from a data record comprising calendar events of the customer.