System and method for establishing a real-time agent pool between computer systems
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Sep 28, 1999
Grant Date -
N/A
app pub date -
Sep 24, 1996
filing date -
Sep 24, 1996
priority date (Note) -
In Force
status (Latency Note)
Importance
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.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully