Patent ID: 9172806
Filing Date: 2015-10-27
Classification: G06Q,H04L,H04M

Abstract:
1. A computer-implemented method for processing user requests, the method comprising: maintaining, by a task manager hosted at a server, a general queue and a plurality of priority queues, wherein each of the priority queues stores pending requests specifically assigned to one of a plurality of agents, and wherein the general queue stores pending requests that are not associated with any one of the plurality of agents; receiving, by a case manager hosted by the server, a user request from a remote device of a user for establishing a live communication session with one of the plurality of agents regarding a content item of a content document displayed at the remote device; in response to the user request, determining by the task manager whether the user request includes an agent identifier (ID) identifying one of the plurality of agents; in response to determining that the user request includes a first agent ID identifying a first of the plurality of agents, in response to determining that the user request does not include an agent ID, inserting the user request into the general queue; and dispatching by the case manager the requests from the general queue and the priority queues to the plurality of agents that are available to enable the agents to establish live communication sessions with users associated with the requests.