A novel method and apparatus which in one embodiment provides for
prioritizing and presenting calls routed from callers through a
communication network to an agent station having an associated agent,
where the calls are based on voice-dialog communication and/or
text-dialog communication. The method includes the steps of receiving a
call from the communication network, determining a contact evaluation
parameter associated with the call, and applying one or more selected
business rules to the contact evaluation parameter to generate a priority
value corresponding to the call. The call is assigned the priority value
and is routed to a selected agent station. The call is displayed with an
indication of its assigned priority value so that the agent may service
the calls in priority order.