The question was broadcast to all agents assigned to my user account. Once an agent accepts the question, the user is directed to a secure Web site to download a small plug-in, which lets the user communicate with the agent through secure Citrix servers. It took mere minutes from the initial inquiry to the opening of the dialog box.
As an agent, I could share and control the customer's screen to troubleshoot or let the customer view and control my screen for educational and training purposes. The remote-control or screen-sharing function can be terminated by either party at any time.