System and method for training distribution management

• US 20060177803A1
• Filed: 02/10/2005
• Published: 08/10/2006
• Est. Priority Date: 02/10/2005
• Status: Abandoned Application

• Current Assignee: Envision Telephony Incorporated
• Original Assignee: Envision Telephony Incorporated
• Inventors: Pennington, David Vincent, Ovalles, Edward Bermudez, Thompson, Robin Lee
• Application Number:
  US11/056,531
• Publication Number:
  US 20060177803A1
• Time in Patent Office: Days
• US Class Current: 434/219
• CPC Class Codes: G09B 19/18 Book-keeping or economics
• CPC Class Codes: G09B 5/00 Electrically-operated educational appliances working with questions and answers G09B7/00; simulators G09B9/00; advertising or displaying in general G09F

Abstract

The present invention provides an improved system and method for training distribution management between a system server and an agent associated with a computer-based system agent. The method includes determining training appropriate for the agent, storing training material associated with the training at the system server and polling the system agent to determine whether the system agent is in communication with the system server. If the system agent is in communication with the system server, a determination is made whether a training opportunity is present. If a training opportunity is present, the agent is notified that training is available. A determination is made whether the agent is willing to accept training. If the agent is willing to accept training, the training material is provided to the agent via the system agent. The invention facilitates improved training necessary to develop and coach agents to provide superior customer service.

Claims

1. A method for training distribution management between a system server and an agent associated with a computer-based system agent, comprising:

determining training appropriate for the agent;

polling the system agent to determine whether the system agent is in communication with the system server;

if the system agent is in communication with the system server, determining whether a training opportunity is present;

if a training opportunity is present, notifying the agent that training is available;

ascertaining whether the agent is willing to accept training; and

if the agent is willing to accept training, providing the training material associated with the training at the system agent.

2. The method of claim 1, further comprising storing training material associated with the training at the system server.

3. The method of claim 1, further comprising:

determining whether a predetermined time limit for training has been reached;

if the predetermined time limit has been reached, recalling the training material associated with the training from the system agent.

4. The method of claim 1, wherein determining whether a training opportunity is present comprises at least one of determining whether the agent is busy, determining whether the agent has previously completed the training, determining whether a predetermined time limit in which the agent may perform the training has been reached, determining whether the agent has previously declined training and determining whether resources necessary to provide the training are available.

5. The method of claim 1, further comprising notifying a trainer associated with the system server that the training material has been accepted by the agent.

6. A system for training distribution management for providing training to an agent, comprising:

a polling component for determining whether a system agent associated with the agent is in communication with the system server;

a training component for determining whether a training opportunity is present;

an alert component for notifying the agent that training is available;

a decision component for ascertaining whether the agent is willing to accept training; and

a provisioning component for providing the training material associated with the training at the system agent.

7. The system of claim 6, further comprising a storage component for storing training material associated with the training in communication with a system server;

8. The system of claim 6, further comprising:

a timing component for determining whether a predetermined time limit for training has been reached; and

a recall component for recalling the training material associated with the training from the system agent.

9. The system of claim 6, wherein the training component determines whether a training opportunity is present by evaluating at least one of the following factors:

whether the agent is busy, whether the agent has previously completed the training, whether a predetermined time limit in which the agent may perform the training has been reached, whether the agent has previously declined training and whether resources necessary to provide the training are available.

10. The system of claim 6, further comprising a reporting component for notifying a trainer associated with the system server that the training material has been accepted by the agent.

11. A method for training distribution management between a system server and an agent associated with a computer-based system agent, comprising:

determining training appropriate for the agent;

polling the system agent to determine whether the system agent is in communication with the system server;

if the system agent is in communication with the system server, determining whether it is time to initiate pre-scheduled training;

if it is time to initiate pre-scheduled training, providing the training material associated with the training at the system agent;

12. The method of claim 11, further comprising storing training material associated with the training at the system server.

13. The method of claim 11, further comprising:

if it is time to initiate pre-scheduled training, notifying the agent that training is available;

ascertaining whether the agent is willing to accept training; and

if the agent is willing to accept training, providing the training material associated with the training at the system agent.

14. The method of claim 11, further comprising:

determining whether a predetermined time limit for training has been reached;

if the predetermined time limit has been reached, recalling the training material associated with the training from the system agent.

15. The method of claim 11, further comprising notifying a trainer associated with the system server that the training material has been provided to the agent.