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Automatic agent training system

  • US 8,068,598 B1
  • Filed: 04/02/2008
  • Issued: 11/29/2011
  • Est. Priority Date: 04/02/2008
  • Status: Active Grant
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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