Patent ID: 8473604

Claim:
A method for associating contextual data with a communication session, the method comprising: creating a log of application specific contextual data for a computer software application executing on a computing platform, the application specific contextual data comprising a historical record of actions taken by the computer software application when executing on the computing platform, the historical record required to diagnose and solve technical problems associated with execution of the computer software application; initiating a communication session between an initiating entity and a receiving entity to request assistance in solving one of the technical problems associated with the execution of the computer application by sending a communication session request to the receiving entity, the receiving entity comprising a plurality agents; associating at least a portion of the application specific contextual data contained in the log and related to the computer application with the communication session request; transmitting the associated contextual data to the receiving entity automatically and concurrently with a time when the communication session is initiated; and using the transmitted application specific contextual data to route the communication session to a given agent based upon expertise and to diagnose and solve the technical problem.