Patent ID: 7739329

Claim:
A method of providing agent assistance to a client currently visiting a website of an organization, the method comprising the steps of: collecting contact information about client activity during the current visit to the website and during prior session visits to websites by the client and maintaining information about the websites visited during the prior session visits by the client; and associating with the client a skills set of skills required of an agent to assist the client; downloading an applet to the client offering a voice contact with an agent of the organization including an accept softkey and a decline softkey, the downloading pre-conditioned upon selecting an available agent with skills that exceed the skill set and who is familiar with information viewed by the client during the current visit and upon the collected contact information including from the websites visited during prior session visits meeting a predetermined first criterion of disparate conditions wherein activating the decline softkey disables further offers of a voice contact until a new session is initiated.