Automatic agent training system
First Claim
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1. A method for training call center agents over a communications network using automatically selected training scenarios, comprising:
- (a) obtaining confirmations of availability of a plurality of call center agents;
(b) determining a proctor based on proctor attributes stored in a database;
(c) selecting an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor;
(d) automatically determining a training scenario based on the selected agent'"'"'s attributes; and
(e) enabling the proctor and the agent to engage in the training scenario.
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Abstract
An exemplary method for training call center agents over a communications network using automatically selected training scenarios comprises the steps of obtaining confirmations of availability of a plurality of call center agents, determining a proctor based on proctor attributes stored in a database, selecting an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor, automatically determining a training scenario based on the selected agent'"'"'s attributes, and enabling the proctor and the agent to engage in the training scenario.
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Citations
27 Claims
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1. A method for training call center agents over a communications network using automatically selected training scenarios, comprising:
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(a) obtaining confirmations of availability of a plurality of call center agents; (b) determining a proctor based on proctor attributes stored in a database; (c) selecting an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor; (d) automatically determining a training scenario based on the selected agent'"'"'s attributes; and (e) enabling the proctor and the agent to engage in the training scenario. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for training call center agents over a communications network using automatically selected training scenarios, comprising:
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a web server interface configured to obtain confirmations of availability of a plurality of call center agents; a proctor selector configured to determine a proctor based on proctor attributes stored in a database; an agent selector configured to select an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor; a training scenario selector configured to automatically determine a training scenario based on the selected agent'"'"'s attributes; and a automatic call director interface configured to enable the proctor and the agent to engage in the training scenario. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A non-transitory computer-readable medium for training call center agents over a communications network using automatically selected training scenarios, comprising logic instructions that, if executed:
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(a) obtain confirmations of availability of a plurality of call center agents; (b) determine a proctor based on proctor attributes stored in a database; (c) select an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor; (d) automatically determine a training scenario based on the selected agent'"'"'s attributes; and (e) enable the proctor and the agent to engage in the training scenario. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
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Specification