Best practices learning for agents in a communication system

• US 20040062381A1
• Filed: 09/27/2002
• Published: 04/01/2004
• Est. Priority Date: 09/27/2002
• Status: Active Grant

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Inventors: Shambaugh, Craig R., Dezonno, Anthony J., Sumner, Roger A., Beckstrom, Robert P., Michelson, Mark J., Power, Mark J., Hodson, Jeffrey D., Bonifazi, Carlo
• Granted Patent: US 7,460,659 B2
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction having a plurality of dialog portions and decision points is provided to the agent. The call transaction is replayed, and at least one decision of the respective decision point in the call transaction is simulated. This simulation is different than an original decision at the respective decision point in the call transaction. The results are evaluated and presented to the agent. In one embodiment at least one decision is a best practice decision. Also, the method further may overlay preferred paths of a call transaction based on stored best practice call transactions. The apparatus implements the method for replaying call transactions.

Claims

1. A method for teaching agents in a communication system, comprising the steps of:

providing a previously stored call transaction having a plurality of dialog portions and decision points;

replaying the call transaction, and simulating at least one decision at a respective decision point in the call transaction, which is different than an original decision at the respective decision point in the call transaction; and

evaluating the results of the at least one decision, and presenting the results to the agent.

2. The method according to claim 1, wherein the at least one decision is a best practice decision.

3. The method according to claim 1, wherein the method further comprises overlaying preferred paths on the call transaction based on stored best practice call transactions.

4. The method according to claim 1, wherein the agent sequentially steps through the call transaction, and wherein the method further comprises overlaying best practice decision steps on the decision points of the call transaction.

5. The method according to claim 4, wherein the best practice decision steps comprise at least one of voice information, data information, and video information.

6. The method according to claim 1, wherein the at least one decision in the simulating step and the evaluating step is a best practice decision.

7. The method according to claim 1, wherein the method further comprises detecting when an agent is not engaged in a call transaction and activating the replaying step in response thereto.

8. A method for teaching agents in an automatic call distribution system, comprising the steps of:

providing a previously stored call transaction having a plurality of dialog portions and decision points;

replaying the call transaction, and overlaying preferred paths on the call transaction based on stored best practice call transactions; and

evaluating the results of the preferred paths, and presenting the results to the agent.

9. The method according to claim 8, wherein the agent sequentially steps through the call transaction, and wherein the method further comprises overlaying best practice decision steps on the decision points of the call transaction.

10. A computer readable medium containing computer program code comprising:

call transaction computer program code that provides a previously stored call transaction having a plurality of dialog portions and decision points;

replay computer program code that replays the call transaction, and that simulates at least one decision at a respective decision point in the call transaction, which is different than an original decision at the respective decision point in the call transaction; and

evaluator computer program code that evaluates the results of the at least one decision, and that presents the results to the agent.

11. The computer program readable medium according to claim 10, wherein the at least one decision is a best practice decision.

12. The computer program readable medium according to claim 10, wherein the computer readable media further comprises overlay computer program code that overlays preferred paths on the call transaction based on stored best practice call transactions.

13. The computer program readable medium according to claim 10, wherein the agent sequentially steps through the call transaction, and wherein the computer readable media further comprises overlay computer program code that overlays best practice decision steps on the decision points of the call transaction.

14. The computer program readable medium according to claim 13, wherein the best practice decision steps comprise at least one of voice information, data information, and video information.

15. An apparatus that teaches agents in a communication system, comprising:

means for providing a previously stored call transaction having a plurality of dialog portions and decision points;

means for replaying the call transaction, and simulating at least one best practice decision at a respective decision point in the call transaction, which is different than an original decision at the respective decision point in the call transaction; and

means for evaluating the results of the at least one best practice decision, and presenting the results to the agent.

16. The apparatus according to claim 15, wherein the apparatus further comprises means for overlaying preferred paths on the call transaction based on stored best practice call transactions.

17. The apparatus according to claim 15, wherein the agent sequentially steps through the call transaction, and wherein the apparatus further comprises means for overlaying best practice decision steps on the decision points of the call transaction.

18. The apparatus according to claim 17, wherein the best practice decision steps comprise at least one of voice information, data information, and video information.

19. An apparatus that teaches agents in an automatic call distribution system, comprising:

means for providing a previously stored call transaction having a plurality of dialog portions and decision points;

means for replaying the call transaction, and overlaying preferred paths on the call transaction based on stored best practice call transactions; and

means for evaluating the results of the preferred paths, and presenting the results to the agent.

20. The apparatus according to claim 19, wherein the agent sequentially steps through the call transaction, and wherein the apparatus further comprises means for overlaying best practice decision steps on the decision points of the call transaction.

21. An apparatus that teaches agents in an automatic call distribution system, comprising:

a memory having at least one previously stored call transaction having a plurality of dialog portions and decision points;

a replay module operatively connected to the storage, the reply module replaying the previously stored call transaction, and overlaying preferred paths on the call transaction based on stored best practice call transactions; and

an evaluator operatively connected to the replay module, the evaluator evaluating the results of the preferred paths, and presenting the results to the agent.

22. The apparatus according to claim 21, wherein the agent sequentially steps through the call transaction, and wherein the replay module comprises an overlay module that overlaying best practice decision steps on the decision points of the call transaction.

23. The apparatus according to claim 21, wherein the best practice decision steps comprise at least one of voice information, data information, and video information.