Non-scheduled training for an agent in a call center

• US 8,488,769 B1
• Filed: 04/24/2012
• Issued: 07/16/2013
• Est. Priority Date: 04/24/2012
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Noble, James K. Jr., Koster, Karl H.
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US13/454,841
• Time in Patent Office: 448 Days
• Field of Search: 379/265.02, 379/265.12, 379/242, 379/265.05, 379/265.03, 379/265.04, 379/265.06, 707/822
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Call center agent training is provided on a non-scheduled basis and is characterized as having a duration that is less than a scheduling interval used to schedule the agent for their work shift, as well as schedule other activities in the work shift. The delivery of snippet training content may be triggered by various conditions, including in response to: a request for training originating from the agent, a period of continuous call processing activity of the agent, various agent performance metrics, or probabilistically assigned to an agent in a group. Various parameters may selectively limit provision of a snippet training session. The agents provided with training are placed in an unavailable state prior to the snippet training session, and placed back into an available state afterwards. The snippet training content may be variously structured and can be grouped together to form an e-learning course delivered to the agent.

Claims

1. A method for providing a snippet training session to an agent of a call center during a work shift of the agent comprising:

storing snippet training data in a memory by a computer, the snippet training data configured to be provided to an agent'"'"'s computer, wherein the snippet training data is configured to be delivered to the agent during the snippet training session having a time period that is less than a scheduling interval used to schedule the agent during the work shift;

determining a condition triggering initiation of the snippet training session while an agent'"'"'s workstation is in an available state for processing calls during the work shift;

placing the agent'"'"'s workstation from the available state to an unavailable state in an automatic call distributor processing calls in the call center, wherein the agent'"'"'s workstation is precluded from receiving further calls from the automatic call distributor;

delivering the snippet training data to the agent'"'"'s computer by the computer during the snippet training session, wherein the snippet training session is completed in a time period less than the scheduling interval; and

returning the agent'"'"'s workstation back into the available state after the snippet training session has ended, wherein the agent'"'"'s workstation is able to receive further calls from the automatic call distributor.

2. The method of claim 1, wherein the snippet training session is not interruptible by the automatic call distributor.

3. The method of claim 1, further comprising:

testing the agent during the snippet training session; and

storing a score by the computer resulting from the testing of the agent in conjunction with the snippet training data.

4. The method of claim 1, wherein the snippet training data comprises a plurality of snippet modules linked to form an e-learning module.

5. The method of claim 1, wherein the agent can terminate the snippet training session, and wherein the agent is eligible to receive the snippet training data during a subsequent snippet training session.

6. The method of claim 5, wherein data is recorded by the computer after the subsequent training session indicating the snippet training data was delivered to the agent'"'"'s computer.

7. The method of claim 1, wherein the condition triggering the snippet training session is a request from the agent for the snippet training session.

8. The method of claim 1, wherein the condition triggering the snippet training session is based on a determination of a duration of the agent working into the work shift.

9. The method of claim 1, wherein the condition triggering the snippet training session is based on a call center performance metric of the agent involving calls processed by the agent.

10. The method of claim 1, wherein the condition triggering the snippet training session is determined by an algorithm executed by the computer resulting in providing the snippet training session to the agent based on a probability distribution curve, wherein the agent is one of a group of agents that can be selected to receive the snippet training session.

11. The method of claim 10, wherein the condition triggering the snippet training session is predicated on determining a call volume of the call center is below a threshold level.

12. A system for providing a snippet training session to an agent in a call center, the system comprising:

an automatic call distributor (“

ACD”

) comprising a processor configured to

maintain a shift schedule for the agent, the shift schedule defined based on using a scheduling interval,

process calls involving the agent during the shift schedule,

place an agent'"'"'s workstation in an unavailable state in response to receiving an off-line message, and

place the agent'"'"'s workstation in an available state in response to an on-line message; and

a training server comprising a processing device configured to

present a first indication to an agent'"'"'s computer that the agent'"'"'s workstation is in the unavailable state to process calls from the ACD prior to initiation of the snippet training session to the agent,

provide the off-line message to the ACD prior to initiation of the snippet training session to the agent,

provide the snippet training session to the agent'"'"'s computer, wherein the snippet training session has a duration that is less than the scheduling interval used to schedule the agent,

provide the on-line message to the ACD, and

present a second indication to the agent'"'"'s computer that the agent'"'"'s workstation is in the available state after the snippet training session has ended.

13. The system of claim 12, wherein the training server comprises a snippet training program module stored in a memory of the training server that when executed by the processing device causes the processing device to:

determine a condition for triggering the snippet training session based on monitoring a parameter maintained by the ACD regarding performance of the agent; and

in response to determining the condition for triggering the snippet training session, generating the on-line message to the ACD.

14. A computer program product for providing a snippet training session to an agent of a call center, the computer program product comprising a computer-readable storage medium having computer-executable instructions stored therein, the computer-executable instructions configured upon execution by a computer processor to:

store snippet training data in a memory of a computer comprising the computer processor, the snippet training data configured to be delivered to an agent'"'"'s computer, wherein the snippet training data is configured to be presented to the agent during the snippet training session over a time period that is less than a scheduling interval used to schedule a work shift of the agent;

determine a condition triggering delivery of the snippet training session while a workstation associated with the agent is in an available state for receiving calls during the work shift;

transmit an indication to an automatic call distributor to place the workstation in an unavailable state, wherein the workstation is precluded from receiving subsequent calls from the automatic call distributor;

deliver the snippet training data to the agent by the computer processor during the snippet training session, wherein the snippet training session has a duration less than the scheduling interval; and

return the workstation back into the available state after the snippet training session has ended, wherein the agent is able to receive calls from the automatic call distributor in the call center.

15. The computer program product of claim 14, wherein the computer-executable instructions are configured during execution to further cause the computer processor to not interrupt the snippet training session based on a call volume determined by the automatic call distributor.

16. The computer program product of claim 14, wherein the computer-executable instructions are configured during execution to further cause the computer processor to:

inform the agent of the snippet training session; and

receive confirmation from the agent to proceed with the snippet training session.

17. The computer program product of claim 14, wherein the computer-executable instructions for determining the condition triggering delivery of the snippet training data further cause the computer processor to:

receive an indication from the agent'"'"'s computer that the agent has requested the snippet training session;

determine using agent-specific data that delivery of the snippet training session to the agent is allowed; and

determine using a volume of calls currently handled by the call center that delivery of the snippet training session to the agent is allowed.

18. The computer program product of claim 14, wherein the computer-executable instructions for determining the condition triggering the snippet training session further cause the computer processor to:

ascertain a duration of the agent working into the work shift;

determine that the duration exceeds a threshold; and

transmit an indication to the agent'"'"'s computer to inform the agent of the snippet training session.

19. The computer program product of claim 14, wherein the computer-executable instructions for determining the condition triggering the snippet training session further cause the computer processor to:

ascertain an agent performance metric involving calls processed by the agent in the call center during the work shift;

determine that the agent performance metric exceeds a threshold; and

inform the agent of the snippet training session.

20. The computer program product of claim 14, wherein the computer-executable instructions for determining the condition triggering the snippet training session further cause the computer processor to:

receive an indication of a call center volume;

determine the call center volume is below a threshold level; and

select at least one agent from a group of agents using a probability distribution function wherein the at least one agent in the group of agents is the agent to receive the snippet training session.