Patent ID: 8577710

Claim:
A method for providing technical support service for a plurality of end user devices, the method comprising: receiving, by a technical support controller from a remote technician, input indicating a maximum number of support sessions to be simultaneously serviced by the remote technician; receiving, by the technical support controller, a service request for an end user device of the plurality of end user devices; classifying, by the technical support controller, the service request into a category of a plurality of categories; adding, by the technical support controller, the service request to a preliminary queue of a plurality of preliminary queues, the preliminary queue corresponding to the category of the service request, each preliminary queue of the plurality of preliminary queues corresponding to one of the plurality of categories; determining, by the technical support controller, whether processing of the service request by the remote technician would cause a number of support sessions currently serviced by the remote technician to exceed the maximum number of support sessions; and when processing of the service request by the remote technician would not cause the number of support sessions currently serviced by the remote technician to exceed the maximum number of support sessions, adding, by the technical support controller, the service request to a work queue associated with the remote technician and removing, by the technical support controller, the service request from the preliminary queue.