Patent ID: 8805822

Claim:
A method, comprising: providing a customer graphical user interface for use by a customer; and providing an agent graphical user interface for use by a customer service agent, performing a first search in response to receiving customer search parameters through said customer graphical user interface, wherein said performing said first search produces first search results, and said performing said first search is performed by a processor; performing a second search to return a satisfactory reference in response to initiation of a communication session, wherein said communication session is between the customer service agent and a customer, said second search is performed using agent search parameters, said agent search parameters comprise data displayed using said agent graphical user interface; said agent search parameters further comprise at least a portion of said first search results, wherein said at least a portion of said first search results comprises first data, said first data represents items viewed by said customer using said customer graphical user interface, said first data comprises unsatisfactory references, said unsatisfactory references are configured to be identified by said customer through said customer graphical user interface, and said performing said second search is performed by the processor; and displaying second results of said second search through said agent graphical user interface, wherein said displaying second results further comprises excluding said first data from being displayed with said second results.