1. A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network comprising: at least one network interface for receiving incoming events; a parsing engine for parsing electronic messages and documents; at least one communication interface for enabling communication with connected routing, queuing, and automated response systems; and a determination module for determining pre-treatment of received events; characterized in that the incoming network events are parsed according to a rules set and wherein determination of pre-treatment is made for each event according to the rules set.