System and method for establishing a real-time agent pool betwee

Details System and method for establishing a real-time agent pool betwee System and method for establishing a real-time agent pool betwee

1996-09-24

1999-09-28

Rinehart, Mark H.

Electrical computers and digital processing systems: multicomput

Computer-to-computer session/connection establishing

Network resources access controlling

709204, 709205, 379 9312, G06F 1338, G06F 1517

Patent

active

059580143

ABSTRACT:
A system and method for establishing a data connection between a computer and a live agent selected from an agent pool. A computer user uses the computer to connect via a network with an information server. While browsing information on the server, the customer can request to speak with an unspecified live agent. An agent queuing manager receives the customer's request and selects an appropriate live agent from a continuously updated pool of available agents. Then, the agent queuing manager establishes a data connection between the live agent and the customer. The data connection is preferably an audio connection, although a real time text "chat" mode is also available. The agent queuing manager maintains the agent pool by monitoring when agents log in and out of agent terminals, as well as when the agents are engaged with a computer user.

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