1. In a transaction processing system, a method for prioritizing and presenting incoming calls routed from callers through a communication network to an agent station having an associated agent, the incoming calls including voice-dialog communication and text-dialog communication, the method comprising the steps of: receiving both voice-dialog and text dialog calls from the communication network; determining at least one contact evaluation parameter associated with each call based on external real-world events, the contact evaluation parameter indicating a criteria governing identification of selected business rules, separate and distinct from the contact evaluation parameter, for evaluating priority of the call, said real-world events including a geographic location associated with an origin of the call, and a time period measured from receipt of the call to a time of close of business of the caller; applying one or more of the selected business rules to the contact evaluation parameter to generate a priority value corresponding to each call; assigning the corresponding priority value to each respective call; displaying to the agent an indication of each of the calls based on the assigned priority value; and modifying the assigned priority value of the calls dynamically in real-time in response to the real-world events.
1. In a transaction processing system, a method for prioritizing and presenting incoming calls routed from callers through a communication network to an agent station having an associated agent, the incoming calls including voice-dialog communication and text-dialog communication, the method comprising the steps of: receiving both voice-dialog and text dialog calls from the communication network; determining at least one contact evaluation parameter associated with each call based on external real-world events, the contact evaluation parameter indicating a criteria governing identification of selected business rules, separate and distinct from the contact evaluation parameter, for evaluating priority of the call, said real-world events including a geographic location associated with an origin of the call, and a time period measured from receipt of the call to a time of close of business of the caller; applying one or more of the selected business rules to the contact evaluation parameter to generate a priority value corresponding to each call; assigning the corresponding priority value to each respective call; displaying to the agent an indication of each of the calls based on the assigned priority value; and modifying the assigned priority value of the calls dynamically in real-time in response to the real-world events. 7. The method according to claim 1 wherein the contact evaluation parameter indicates a type of criteria governing assignment of the priority value and the business rule implements a specific evaluation of the priority level.