A server device configured to receive first-information associated with a call that was received by a first server device; receive second-information associated with the call, where the second-information is associated with processing of the call by the first server device and at least one second server device; generate a unified record associated with the call, where the unified record includes at least some of the first-information and at least some of the second-information; determine, based on the unified record, that a condition exists with respect to the call; and send an instruction to perform a customer operation with respect to the call when the condition is determined to exist, where the customer operation includes increasing a priority for handling of the call by a customer service agent.