| 摘要 |
An on-line help method is provided for a user involved in an on-line session. A plurality of session details related to the on-line session, a help request from the user, and session identification information are received during the on-line session. The plurality of session details are retrieved using the session identification information, and agent help information that includes the plurality of session details is created. The agent help information is associated with the help request and sent to a help agent device. In an embodiment, the agent help information includes a plurality of web pages navigated by the user during the on-line session, and the plurality of web pages are organized according to an order in which the user navigated them. A help agent using the help agent device may use the agent help information to quickly and accurate diagnose any issues with the on-line session.
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