Method and system for providing agent training

• US 20060256954A1
• Filed: 05/10/2005
• Published: 11/16/2006
• Est. Priority Date: 05/10/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Jabbour, Fadi R., Lee, David C., Lee, Johnny H.
• Granted Patent: US 7,801,295 B2
• Time in Patent Office: Days
• US Class Current: 379/265.120
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a caller for connection with one of a plurality of agents. Also, the method includes terminating playback of the recorded training call and connecting the agent to the incoming call.

Claims

1. A method for providing training to agents of an automatic call distribution center comprising:

determining whether an agent is idle;

in response to determining that the agent is idle, initiating playback of a recorded training call to the agent;

receiving an incoming call from a caller for connection with one of a plurality of agents;

terminating playback of the recorded training call; and

connecting the agent to the incoming call.

2. The method of claim 1, wherein terminating playback of the recorded training call comprises:

deciding based on an estimated wait time associated with a queue comprising additional calls awaiting connection with one of the plurality of agents whether to terminate playback of the recorded training call; and

in response to deciding to terminate playback, terminating playback of the recorded training call.

3. The method of claim 1, wherein terminating playback of the recorded training call comprises:

determining whether a service level goal is being satisfied; and

in response to determining that the service level goal is not being satisfied, terminating playback of the recorded training call.

4. The method of claim 1, wherein initiating playback of a recorded training call comprises:

selecting a recorded training call from a plurality of recorded training calls based on a training profile associated with the agent; and

initiating playback of the selected recorded training call to the agent.

5. The method of claim 4, wherein:

the training profile specifies one or more recorded training calls previously played to the agent; and

selecting the recorded training call based on the training profile comprises selecting the recorded training call based on recorded training calls previously played to the agent.

6. The method of claim 4, wherein:

the training profile specifies a skill associated with the agent; and

selecting the recorded training call based on the training profile comprises selecting the recorded training call based on the skill associated with the agent.

7. The method of claim 4, wherein:

the training profile specifies a recorded training call and a termination point within the recorded training call, the termination point comprising a point at which playback of the recorded training call was terminated during a previous playback of the recorded training call to the agent;

selecting a recorded training call based on the training profile comprises selecting the recorded training call specified by the training profile; and

initiating playback of the selected recorded training call comprises initiating playback of the selected recorded training call at the termination point.

8. The method of claim 1, wherein initiating playback of a recorded training call comprises:

selecting a recorded training call from a plurality of recorded training calls based on playing times associated with the plurality of recorded training calls; and

initiating playback of the selected recorded training call to the agent.

9. A system for transferring a call at an automatic call distribution system, comprising:

an interface operable to receive from a caller a call for connection with one of a plurality of agents; and

a processor coupled to the interface and operable to;

determine whether an agent is idle;

in response to determining that the agent is idle, initiate playback of a recorded training call to the agent;

receive an incoming call from a caller for connection with one of a plurality of agents;

terminate playback of the recorded training call; and

connect the agent to the incoming call.

10. The system of claim 9, wherein the processor is operable to terminate playback of the recorded training call by:

deciding based on an estimated wait time associated with a queue comprising additional calls awaiting connection with one of the plurality of agents whether to terminate playback of the recorded training call; and

in response to deciding to terminate playback, terminating playback of the recorded training call.

11. The system of claim 9, wherein the processor is operable to terminate playback of the recorded training call by:

determining whether a service level goal is being satisfied; and

in response to determining that the service level goal is not being satisfied, terminating playback of the recorded training call.

12. The system of claim 9, wherein the processor is operable to initiate playback of the recorded training call by:

selecting a recorded training call from a plurality of recorded training calls based on a training profile associated with the agent; and

initiating playback of the selected recorded training call to the agent.

13. The system of claim 12, wherein:

the training profile specifies one or more recorded training calls previously played to the agent; and

the processor is operable to select the recorded training call based on the training profile by selecting the recorded training call based on recorded training calls previously played to the agent.

14. The system of claim 12, wherein:

the training profile specifies a skill associated with the agent; and

the processor is operable to select the recorded training call based on the training profile by selecting the recorded training call based on the skill associated with the agent.

15. The system of claim 12, wherein:

the training profile specifies a recorded training call and a termination point within the recorded training call, the termination point comprising a point at which playback of the recorded training call was terminated during a previous playback of the recorded training call to the agent;

the processor is operable to select a recorded training call based on the training profile by selecting the recorded training call specified by the training profile; and

the processor is operable to initiate playback of the selected recorded training call by initiating playback of the selected recorded training call at the termination point.

16. The system of claim 9, wherein the processor is operable to initiate playback of a recorded training call by:

selecting a recorded training call from a plurality of recorded training calls based on playing times associated with the plurality of recorded calls; and

initiating playback of the selected recorded training call to the agent.

17. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:

determine whether an agent is idle;

in response to determining that the agent is idle, initiate playback of a recorded training call to the agent;

receive an incoming call from a caller for connection with one of a plurality of agents;

terminate playback of the recorded training call; and

connect the agent to the incoming call.

18. The logic of claim 17, wherein the code is operable to terminate the playback of the recorded training call by:

deciding based on an estimated wait time associated with a queue comprising additional calls awaiting connection with one of the plurality of agents whether to terminate playback of the recorded training call; and

in response to deciding to terminate playback, terminating playback of the recorded training call.

19. The logic of claim 17, wherein the code is operable to terminate playback of the recorded training call by:

determining whether a service level goal is being satisfied; and

in response to determining that the service level goal is not being satisfied, terminating playback of the recorded training call.

20. The logic of claim 17, wherein the code is operable to initiate playback of the recorded training call by:

selecting a recorded training call from a plurality of recorded training calls based on a training profile associated with the agent; and

initiating playback of the selected recorded training call to the agent.

21. The logic of claim 20, wherein:

the training profile specifies one or more recorded training calls previously played to the agent; and

the code is operable to select the recorded training call based on the training profile by selecting the recorded training call based on recorded training calls previously played to the agent.

22. The logic of claim 20, wherein:

the training profile specifies a skill associated with the agent; and

the code is operable to select the recorded training call based on the training profile by selecting the recorded training call based on the skill associated with the agent.

23. The logic of claim 20, wherein:

the training profile specifies a recorded training call and a termination point within the recorded training call, the termination point comprising a point at which playback of the recorded training call was terminated during a previous playback of the recorded training call to the agent;

the code is operable to select a recorded training call based on the training profile by selecting the recorded training call specified by the training profile; and

the code is operable to initiate playback of the selected recorded training call by initiating playback of the selected recorded training call at the termination point.

24. The logic of claim 17, wherein the code is operable to initiate playback of a recorded training call by:

selecting a recorded training call from a plurality of recorded training calls based on playing times associated with the plurality of selected recorded training calls; and

initiating playback of the selected recorded training call to the agent.

25. A system for providing training to agents of an automatic call distribution center comprising:

means for determining whether an agent is idle;

means for initiating playback of a recorded training call to the agent, in response to determining that the agent is idle;

means for receiving an incoming call from a caller for connection with one of a plurality of agents;

means for terminating playback of the recorded training call; and

means for connecting the agent to the incoming call.

26. A method for providing training to agents of an automatic call distribution center comprising:

determining whether any of a plurality of agents is idle;

in response to determining that one or more of the plurality of agents is idle, initiating playback of a recorded training call to one or more of the idle agents;

receiving an incoming call from a caller;

in response to receiving the incoming call, selecting an agent from the plurality of agents based on whether the selected agent is currently being played a recorded training call; and

connecting the selected agent to the incoming call.