KR20050002930A - Consultant connection server system and method thereof over data communication network - Google Patents

Abstract

PURPOSE: A system and a method for offering a service to select/connect with a desired counselor through a data communication network are provided to enable a user to easily select the desired counselor and perform counseling with the desired counselor. CONSTITUTION: Customer terminals(A1-An) are physically connected to the data communication network through an embedded client program. A web server(WESV) operates overall device, and controls a login process and a signal I/O(Input/Output) process of the terminal requesting connection through the network via a CGI(Common Cateway). Counselor terminals(C1-Cn) are connected to one of the user terminals requesting the connection by connecting to the web server through the network via the common gateway. A counseling management server(CMSV) is connected to the web server through the network, manages overall management business, and processes data.

Description

Agent connection service system and method through data communication network {CONSULTANT CONNECTION SERVER SYSTEM AND METHOD THEREOF OVER DATA COMMUNICATION NETWORK}

The present invention relates to an agent connection service system and method through a data communication network, and in particular, a user can access a system operator server through a data communication network (for example, an internet network) to select and consult a desired agent, and to provide consultation information. The present invention relates to a system and method for agent connection service through a data communication network.

With the development of communication means, nowadays, data communication is possible regardless of the type of data (text or image data, video data) with other people through various wired / wireless communication networks as well as telephones. Also, people in remote areas can exchange data and consult with others by connecting to other users through remote user terminals.

Meanwhile, most companies currently build their own homepages in various programming languages including JAVA and provide various services including services such as insurance, home shopping, and purchase of various items to users. Moreover, in the case of a service company that needs to talk directly with a user via voice or video through a data communication network, a more efficient counseling system is urgently needed.

Until now, the counseling method through the counselor has been mostly a simple counseling method in which a service using a wired line such as a telephone or an indirect mail service through e-mail, or simply a picture of an agent is selected and the user selects.

In addition, there is a similar technology for implementing a call center that combines the CTI (Coumpter-Telephony Integration) technology. This technology allows customers and agents to talk to each other by phone or fax to see what they need to do. However, CTI implementations make it difficult for customers to talk to the agents they want, as well as recording and handling important contracts. In addition, the customer may not know at a glance how busy the agent is or how long to wait at the same time, and a lot of cases are difficult for the customer to consult due to the characteristics of the telephone. In addition, as a related art, a customer may write a question or a question on a bulletin board or a specific part online and receive an answer later through an email or a bulletin board, but this is far from the interactive invention pursued by the present invention. Is distant.

Therefore, in the conventional counseling method, there is a problem in that the use of the counseling service is also very low because the user cannot select a counselor of his choice and receive counseling.

In addition, there is a problem that can not be smoothly consulted because the user can not find a counselor suitable for him because he can not know in detail about the counselor.

The present invention is to solve the problems of the prior art as described above, and to provide an agent connection service system and method through a data communication network that allows a user to easily select a counselor of his or her own choice.

Another object of the present invention

According to a preferred embodiment of the present invention for achieving the above object, a plurality of user access terminals for physically connecting to the data communication network through the embedded client program; A web server (WESV) for controlling a login process and a signal input / output process of a terminal which requires a connection through a common gateway (CGI) through a data communication network; A plurality of counselor terminals connected to one user terminal of a user requesting the connection by accessing the web server (WESV) through a common gateway (CGI) through the data communication network; It is connected to the web server (WESV), such as a local area network, etc., and consists of a counseling management server (CMSV) for managing the entire consultation management work and processing data, the waiting number and time of a plurality of agents in the user terminal It is possible to select a desired counselor by displaying the current status of the counselor, and according to the selection, the selected counselor terminal is connected to the user terminal to proceed with the consultation, and when the consultation is completed, the counseling contents can be stored and viewed later. An agent connection service system is provided through a data communication network.

Preferably, the user terminal is:

Personal computer (PC), Internet TV, cellular phone, PCS (personal portable terminal) phone, PDA (personal dedicated terminal), or IMT2000 is characterized in that one of.

Also preferably, the system is:

And a counselor terminal connected to a web server (WESV) through a communication network such as a local area network (LAN).

Preferably, the consultation management server is:

A control module for controlling the overall apparatus;

An input / output unit (I / 0) for inputting and outputting signals;

A counseling management module that manages the entire counseling process including a counseling related progress / end process and manages counseling progress signals from users (customers) and counselors who require counseling as a whole; A consultation reservation management module for managing a reservation customer when a reservation is selected while a desired agent is consulting on an agent display screen;

On the connected user's terminal screen, a picture of each agent including the name, age, history (introduction to the main counseling field), current status (consulting / waiting, away), current reservations, etc. is displayed. An agent screen layout module;

A chat window driving module for displaying a chat window on a screen displayed when a counselor and a user are connected;

A counseling list display module for displaying a past counseling list on one side of a chat window on a screen displayed when a counselor and a user are connected, or showing a last updated counseling list and a recent counseling list when a counseling is completed;

An associated document display / driving module for displaying the document related to the customer and displaying the document on the screen when the selected item is selected;

A counseling contents storage module for storing counseling contents when the counseling end button is clicked by the user and the counseling is completed;

A customer related database (DB) that stores various data including customer related information;

An agent-related database (DB) that stores various data including agent-related personal information;

A database of consultation contents (DB) that stores contents of consultations conducted during consultations;

A consultation reservation related database (DB) that stores data when a user (customer) consults a specific counselor;

A consultation related document database (DB) for storing documents related to consultation in order to display during consultation or to display other request signals;

And a database management module managing the various databases under the control of the control module.

Also preferably, the consultation management server is:

And a counseling related statistics management module for managing counseling related statistics.

Also preferably, the counseling management module checks the current status of the counselor, that is, counseling / waiting / away status, and manages the registration, management, and deletion functions of the counselors. It is characterized by performing.

Also preferably, the counseling reservation management module manages the entire reservation status and includes a time management unit to calculate a reservation waiting time to display a current waiting time for consultation with a reservation waiter, and automatically guides when a reservation customer's consultation order arrives. And the connection, and manages the entire reservation process and reservation cancellation process of the customer, the estimated time required for consultation is characterized in that it is calculated uniformly according to the number of waiting.

Also preferably, the counseling-related statistics management module may be configured to extract statistics on counseling performance by field and counselor for performance management of counselors.

In another aspect of the invention, the step of displaying the current state of the agent and the agent list on the screen of the customer terminal for the logged in customer;

When the customer selects a desired agent, determining whether an agent connection is possible;

If the connection is possible, displaying a chat window, a related document list item, and a past consultation list item on the counselor terminal and the customer terminal;

When the consultation is terminated at the request of the customer, an agent connection service method through a data communication network is provided.

Preferably, at the end of the consultation, the customer's consultation list including the last updated consultation list and the previous consultation time are displayed on the customer terminal so that the customer can select one of the consultation list items and view the stored consultation contents. It is done.

Preferably, when the customer or the counselor clicks on the screen to search for the required document among the relevant document list items during the consultation with the customer, the corresponding document is displayed on the selected document display window on the customer and the agent terminal. do.

Also preferably, if the counselor is not connectable, determining whether a signal for reserving a counselor is input from a customer;

Displaying a reservation completion message and a reservation waiting time when a counselor is reserved;

Check if the predetermined time has elapsed, and if the waiting time for reservation has elapsed, perform the automatic display of the agent's scheduled connection on the customer screen, and then display the dialog, the related document list item, and the past consultation list item on the agent terminal and the customer terminal. Characterized in that it comprises a step comprising.

Also, preferably, the counselor reservation customer may cancel an agent connection by clicking the cancel reservation and cancel connection button in the reservation completion and waiting time display step and the automatic counseling schedule display step.

1 is a schematic system configuration diagram of an agent connection service system through a data communication network according to the present invention.

FIG. 2 is a detailed block diagram illustrating a consultation management server in FIG. 1 in detail.

3 is a screen displayed on a user terminal after logging in by accessing a counselor connection system through a data communication network according to the present invention.

4 is a screen displayed on the user terminal and the counselor terminal while the counselor is connected according to the request of the customer in FIG. 3.

FIG. 5 is a screen displayed on the user terminal and the counselor terminal when the customer clicks one of the related document list items in FIG. 4.

6 is a screen displayed on the user terminal and the counselor terminal according to the selection of the end button of the customer in FIG.

FIG. 7 is a screen displayed on the user terminal according to the selection of a consultation reservation button of FIG. 1.

8 is an automatic reservation notification display screen displayed on a terminal of a reserved customer.

9 is a flowchart illustrating an agent selection / progress and reservation process in an agent connection service system through a data communication network according to the present invention.

Explanation of symbols on the main parts of the drawings

A1-An: User Terminal CGI: Common Gateway

CMSV: Counseling Management System Server WESV: Web Server

C1-Cn: Agent Terminal 20: Control Module

22: input / output unit, 30: database management module

32: Customer related database 34: Agent related database

36: Database related to consultation contents 38: Database related to consultation appointments

39: consultation related document database 40: consultation management module

41: Reservation Management Module 42: Agent Screen Layout Module

43: dialog drive module 45: consultation list display module

46: relevant document display / drive module 47: consultation content storage module

48: Consulting related statistics management module

Hereinafter, a system and method for connecting an agent through a data communication network according to the present invention will be described in detail with reference to the accompanying drawings.

1 is a schematic system configuration diagram of an agent connection service system through a data communication network according to the present invention. As shown therein, reference numerals A1 to An denote built-in client programs (for example, programs for accessing the Internet). A plurality of Internet access terminals for physically connecting to a data communication network (e.g., the Internet network) via, for example, a personal computer (PC), an Internet TV, a cellular phone, a PCS (personal mobile terminal) phone, a PDA (Personal dedicated terminal), or IMT2000.

The web server (WESV) operates the device as a whole and controls the login process and the signal input / output process of the user terminal and the counselor terminal requesting access through the common gateway (CGI) through the data communication network.

Reference numerals C1 to Cn are counselor terminals, which are also connected to the user terminal A1-An of one of the users who request to connect to the web server WESV via a common gateway (CGI) through a data communication network. . The counselor terminal C1-Cn may be connected to a web server WESV through a communication network such as a local area network (LAN). For example, the counselor terminal C1-Cn may be an internal communication network. Here, the counselors C1-Cn connected through the data communication network become telecommuting agents, which enables telecommuting through this device.

The consultation management server (CMSV) is connected to the web server (WESV) by a communication network such as a local area network, and the like, and manages the entire consultation management task and processes data.

FIG. 2 is a detailed block diagram illustrating the counseling management server of FIG. 1 in detail. As shown in FIG. 1, the counseling management server CMS may include a control module 20 that controls the entire apparatus, and a signal for input / output of a signal. Counseling management module that manages the entire counseling process, including the input / output unit (I / 0) 22 and the counseling related progress / end process, and manages the counseling progress signals from users (customers) and counselors who require counseling. 40, a consultation reservation management module 41 for managing reservation customers when a desired agent is selected on the agent display screen during consultation, and a name, age, and history (main counseling field) on the connected user terminal screen; Introduction), current status (conversation / waiting, away) Agent screen layout module (42) for displaying and arranging pictures of each agent including data of current reservations, etc. A dialog drive module 43 for displaying a chat window on the screen displayed when the user is connected, and a list of past consultations displayed on one side of the chat window on the screen displayed when the agent and the user are connected, or when the consultation is completed, the last updated consultation. A consultation list display module 45 for showing a list and a recent consultation list, a related document display / drive module 46 for displaying a document related to the customer when the related item is displayed and the selected item is selected, and a user When the consultation is completed when the consultation is completed, the consultation contents storage module 47 for storing the consultation contents, the consultation-related statistics management module 48 for managing the consultation-related statistics, and various kinds of customer-related personal information are included. Various materials including customer related database (DB) 32 which stores data, personal information about agent Agent-related database (DB) 34, the consultation contents related database (DB) 36, which stores the consultation contents conducted during the consultation, and the data when the user (customer) consults a specific agent. A consultation reservation database (DB) 38 storing the information, a consultation-related document database DB 39 storing documents related to the consultation so as to be displayed at the time of consultation or to display other request signals, and the control module. And a database management module 30 for managing the various databases under the control of 20.

The counseling management module 40 checks the current status of the counselor, that is, counseling / waiting / away. In addition, the counseling management module 40 manages the registration, management, and deletion functions of the counselor. The counselor may modify the history of individual counselors, but although not illustrated, the counseling statistics may be managed in conjunction with statistics and knowledge management systems. And knowledge management related to counseling.

The counseling reservation management module 41 manages the entire reservation status and includes a time management unit to calculate a reservation waiting time to display a current waiting time for consultation with the reservation waiter, and when the consultation order of the reservation customer is automatically guided and connected. It manages the entire reservation process and cancellation process. The estimated time required for consultation is calculated uniformly according to the number of waiting, and can be calculated by setting other options.

The counseling-related statistics management module 48 may extract statistics on counseling performance by field and counselor for performance management of the counselor.

Hereinafter, in the counselor connection system through a data communication network according to the present invention, a service provided after accessing a web server (WESV) of a communication operator through a terminal used by the user and logging in is described.

Of course, regardless of the type of terminal of the user (the terminal may use a cellular phone, PDA, etc., you have to connect and perform the login process. The screen for this is generally omitted.) Data communication network to the agent connection system of the present invention. You can use the actual agent connection service only after you have logged in through an access program (for example, Internet access program, Explorer or Netscape). Specifically, we look at the progress of various services.

3 is a screen displayed on a user terminal after logging in by accessing a counselor connection system through a data communication network according to the present invention. As shown in the drawing, a plurality of counselors are arranged on a screen S having a predetermined size. This arrangement is automatic. For example, when an agent is away, the agent is displayed as a vacant state, and an agent who is logged out is automatically displayed in a backward order. In addition, the manager may arbitrarily change the arrangement of a specific counselor.

This arrangement allows the customer to select the desired agent. Each agent's item displays the latest photo, name, age, history (introduction to the main counseling field), current status (consulting / waiting / away), current reservations, etc. There is a " connect " selection button 54 and a " reservation " button 55 to select an appropriate state. If the user selects a desired agent and then clicks the "connect immediately" button 54, the agent is directly connected only when the agent is waiting. In addition, when the agent is in consultation with another customer, the "reservation" button 55 can be clicked. If clicked, the current state of the agent is displayed, that is, the number of waiting / expected time, etc. is displayed. do. In the case of a reservation, an automatic notification function is displayed when the order comes, and the agent is automatically connected.

In addition, if the "view past consultation list" button 52 displayed on the upper right of the screen S is clicked before or during the consultation, a list of past counselors is displayed on the screen.

4 is a screen displayed on the user terminal and the counselor terminal while the counselor is connected according to the request of the customer in FIG. 3. As shown in the figure, a chat window 56 through which a counselor and a customer can communicate together in a so-called chat format and a related document list item 58 on which a list of documents related to a person are displayed are displayed on the right side of the chat window 56. If a desired item is clicked from the related document list item 58, a detailed image or electronic document viewing function is provided. The past counseling list item 59 is displayed to display a counseling list recorded in the past at the bottom of the relevant document list 58 item.

At the lower end of the chat window, an end button 57 is provided as a means for ending the consultation.

FIG. 5 is a screen displayed on the user terminal and the counselor terminal when the customer clicks one of the related document list items in FIG. 4. As shown in FIG. 4, other matters are the same as those described with reference to FIG. 4, except that the document 61 selected by the user is displayed on the selected document display window 60. List item 59 has been placed slightly down.

6 is a screen displayed on the user terminal and the counselor terminal according to the selection of the end button of the customer in FIG. As shown in the figure, there is a counseling contents view window 62 for viewing counseling contents on one side of the screen, and a counseling list item 64 including a counseling list which is updated at the bottom of the counseling list is displayed at the bottom thereof. . When the user clicks the corresponding list, the user can view the consultation contents through the consultation contents view window 62. The user can exit from this state or select another agent to proceed with the consultation.

FIG. 7 is a screen displayed on the user terminal according to the selection of a consultation reservation button of FIG. 1. As shown in the figure, the screen displays a reservation status, for example, "Currently waiting for reservation is 0. Estimated time required for consultation is 0 hours 0 minutes." The user may cancel the consultation reservation by clicking the cancel reservation button 72.

8 is an automatic reservation notification display screen displayed on a terminal of a reserved customer. As shown in the figure, the screen S displays an automatic reservation notification, for example, "It is your turn. You will be automatically connected after 0 seconds. If you do not want to connect, click Cancel." The user may cancel the consultation connection by clicking the cancel connection button 74.

9 is a flowchart illustrating an agent selection / progress and reservation process in an agent connection service system through a data communication network according to the present invention. As shown in FIG. 2, the customer (user) accesses the web server WESV of the operator via a data communication network through his terminal A1-An and performs a login process (S2). Since the login process is general, detailed explanation is omitted.

After that, the counseling management module 40 displays the current state of the counselor list and the counselor on the screen of the customer terminal for the logged in customer (S4). The customer can select a counselor who wants to consult among a plurality of agents listed on the screen (S6). If the desired counselor is selected, it is determined whether the agent can be connected (S8). If the agent is waiting, i.e., in a state of being able to connect, the agent terminal and the customer terminal display a chat window 56 after a while, and the related document list item 58 and the past consultation list item 59 are displayed on the screen. (S10). Then, when the customer clicks on the screen to search for the necessary document among the relevant document list item 58, the corresponding document is displayed on the selected document display window 60 on the customer and the counselor terminal. On the other hand, when the customer clicks the end button 57 located at the bottom of the dialog window 56 to end the consultation, the contents of the consultation are automatically stored, and the consultation list of the customer including the last updated consultation list and the previous consultation When the time is displayed on the screen and the customer selects one of the consultation list items, the consultation contents stored in the consultation contents view window 62 are displayed. The customer can then connect with other agents and continue the consultation.

On the other hand, if a user selects a specific agent while the initial number of agents are listed, and the agent is in counseling, the user can go to the counseling reservation screen to make an appointment, and confirm that the agent is in counseling on the screen and immediately make a reservation button ( 55) Click to reserve a consultation.

That is, when the counselor is not connectable in step S8, a process of determining whether a signal for reserving a counselor is input from the customer, that is, whether or not the counselor is reserved, is performed (S22). When the agent is reserved afterwards, the reservation completion message and the reservation waiting time are displayed (S24). After that, the predetermined time has been checked. If the reservation waiting time has elapsed, the agent automatically connects to the customer screen and displays the scheduled schedule (S26). Subsequently, the process proceeds to step S10 and a chat window 56 is displayed on the counselor terminal and the customer terminal after a while, and the related document list item 58 and the past consultation list item 59 are displayed on the screen (S10). Meanwhile, the agent reservation customer may cancel the agent connection by clicking the cancel reservation and cancel connection button in the reservation completion and waiting time display step and the agent automatic connection plan display step, respectively.

The present invention is not limited to the contents of the above embodiments, and those skilled in the art will be able to modify and add various embodiments with reference to the embodiments of the present invention.

According to the agent connection service system and method through a data communication network according to the present invention, it is effective for a customer to select an agent having a high quality of service from among a plurality of agents, and file the contents of the conversation that was in consultation with the customer and the agent. It can be saved and used as evidence later.

Counseling site administrators can log in to the web server to view customer-related documents, and when connected to an agent, counselors and customers can simultaneously check and check related documents to increase the reliability and convenience of the counseling contents. There is.

In addition, the service quality evaluation for the counselor can be objectiveized, thereby improving the service quality of the call center.

In addition, the counselor can provide services while working from home, which makes it possible to utilize idle human resources such as early or retired retirees, pregnant women, homemakers, etc.

In addition, since it is possible for the customer to grasp the current status of the waiting number and time of the counseling center, there is an effect of increasing the convenience of the consultation.

In addition, by calculating various statistical data, such as the performance, preferences, and counseling contents of the counselor and reflecting it in the counselor's performance and work evaluation, counselor management can be easily performed.

In addition, when a customer consulted a difficult consultation such as a card loss, the customer should take note of the agent's name and date and time in case of counseling by phone, but according to the present invention, the contents of the conversation are automatically stored. have.

In addition, the counselor can have a regular customer service and support system unlike the existing call center, such as securing regulars according to his / her counseling ability.

In addition, because of the use of the Internet, there is no burden of telephone charges for consultations abroad and local consultations, which can result in significant cost savings in operation.

Companies or organizations that operate these systems can automatically obtain various statistical data based on counselors, customers, and counseling data, and can also grasp a lot of information for future counseling operations such as the use of customer CRM.

In addition, according to the present invention, in the process of banking, more than the work done at branch offices can be handled at such consultation counters, as well as interactive work on the Internet with customers at various customer support centers and counseling centers. Processing becomes possible. In addition, customers and counselors handle each other's business using their real names, and the contents of conversations are recorded so that each other can legally respond to future problems. In addition, in the purchase of goods, etc., it is expected to be actively used in the Internet shopping mall because of the advantage of purchasing goods after consulting first using this method. In addition, it is expected to be possible for expensive products, such as car sales, that are difficult to process on the Internet site. In addition, it is expected to be applied in various fields such as study paper counseling.

Claims (13)

A plurality of user access terminals for physically connecting to a data communication network through an embedded client program; A web server (WESV) for controlling a login process and a signal input / output process of a terminal which requires a connection through a common gateway (CGI) through a data communication network; A plurality of counselor terminals connected to one user terminal of a user requesting the connection by accessing the web server (WESV) through a common gateway (CGI) through the data communication network; It is connected to the web server (WESV), such as a local area network, etc., consisting of a counseling management server (CMSV) that manages the entire consultation management work and processes data, the waiting number and time of a plurality of agents in the user terminal It is possible to select a desired counselor by displaying the current status of the counselor, and according to the selection, the selected counselor terminal is connected to the user terminal to proceed with the consultation, and when the consultation is completed, the counseling contents can be stored and viewed later. Agent connection service system through data communication network. The method of claim 1, wherein the user terminal is: Personal computer (PC), Internet TV, cellular phone, PCS (personal mobile terminal) phone, PDA (personal dedicated terminal), or agent connection service system via a data communication network, characterized in that one of the IMT2000. The system of claim 1 wherein the system is: Agent connection service system through a data communication network, characterized in that further comprising a web terminal (WESV) connected via a communication network, such as a local area network (LAN). The method of claim 1, wherein the consultation management server: A control module for controlling the overall apparatus; An input / output unit (I / 0) for inputting and outputting signals; A counseling management module that manages the entire counseling process including a counseling related progress / end process and manages counseling progress signals from users (customers) and counselors who require counseling as a whole; A consultation reservation management module for managing a reservation customer when a reservation is selected while a desired agent is consulting on an agent display screen; On the connected user's terminal screen, a picture of each agent including the name, age, history (introduction to the main counseling field), current status (consulting / waiting, away), current reservations, etc. is displayed. An agent screen layout module; A dialog window driving module for displaying a chat window on a screen displayed when a counselor and a user are connected; A counseling list display module for displaying a past counseling list on one side of a chat window on a screen displayed when a counselor and a user are connected, or showing a last updated counseling list and a recent counseling list when a counseling is completed; An associated document display / driving module for displaying the document related to the customer and displaying the document on the screen when the selected item is selected; A counseling contents storage module for storing counseling contents when the counseling end button is clicked by the user and the counseling is completed; A customer related database (DB) that stores various data including customer related information; An agent-related database (DB) that stores various data including agent-related personal information; A database of consultation contents (DB) which stores the contents of consultations conducted during consultations; A consultation reservation related database (DB) that stores data when a user (customer) consults a specific counselor; A consultation related document database (DB) for storing documents related to consultation in order to display during consultation or to display other request signals; And a database management module for managing the various databases under the control of the control module. The method of claim 4, wherein the consultation management server: Agent connection service system via a data communication network, characterized in that it further comprises a consultation-related statistics management module for managing consultation-related statistics. The method of claim 4, wherein the counseling management module checks the current status of the counselor, that is, the counseling / waiting / away status, and manages the registration, management, and deletion functions of the counselors. Agent connection service system through a data communication network, characterized in that for performing. 5. The method of claim 4, wherein the consultation reservation management module manages the entire reservation status and includes a time management unit to calculate a reservation waiting time to display a current reservation waiting time and a consultation expected time, and automatically when a reservation customer's consultation order arrives. Guiding and connecting, and manages the entire reservation process and reservation cancellation process of the customer, and the estimated time required for consultation is calculated uniformly according to the number of waiting, the agent connection service system through a data communication network. The system of claim 5, wherein the counseling related statistical management module extracts statistics on counseling performance by field and counselor for management of counselor's performance. Displaying the list of agents and the current state of the agent on the screen of the customer terminal for the logged in customer; When the customer selects a desired agent, determining whether an agent connection is possible; If the connection is possible, displaying a chat window, a related document list item, and a past consultation list item on the counselor terminal and the customer terminal; When the consultation is terminated at the request of the customer, the agent connection service method through the data communication network, characterized in that the step of automatically storing the contents of the consultation. 10. The method of claim 9, At the end of the consultation, the customer's consultation list including the last updated consultation list and the previous consultation time is displayed so that the customer can select one of the consultation list items to view the stored consultation contents. Agent connection service method through a data communication network, characterized in that. 10. The method of claim 9, wherein if a customer or an agent clicks on the screen to search for a document required by the customer or an agent during consultation with the customer, the document is displayed on the selected document display window on the customer and the agent terminal. Agent connection service method through a data communication network characterized in that. 10. The method of claim 9, further comprising: when a counselor is not connectable, determining whether a signal for reserving a counselor is input from a customer; Displaying a reservation completion message and a reservation waiting time when a counselor is reserved; Check if the predetermined time has elapsed, and if the waiting time for reservation has elapsed, perform the automatic display of the agent's scheduled connection on the customer screen, and then display the dialog, the related document list item, and the past consultation list item on the agent terminal and the customer terminal. Agent connection service method through a data communication network, characterized in that comprising a step comprising. The data communication network of claim 12, wherein the agent reservation customer can cancel an agent connection by clicking the cancel reservation and cancel connection button respectively in the reservation completion and waiting time display step and the agent automatic connection schedule display step. How to connect to an agent.