Downloadable training content for contact center agents

• US 8,834,175 B1
• Filed: 01/18/2013
• Issued: 09/16/2014
• Est. Priority Date: 09/21/2012
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: McDaniel, Patrick McGuire, Koster, Karl H., Daddi, Rajesh S.
• Primary Examiner(s): GEBREMICHAEL, BRUK A
• Application Number:
  US13/744,895
• Time in Patent Office: 606 Days
• Field of Search: 434/219, 434/322, 434/323, 434/365
• US Class Current: 434/323
• 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
• CPC Class Codes: G09B 7/02 of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student

Abstract

A training portal facilitates an agent'"'"'s management of training courses, including reviewing a training goal, indicating training courses available for the agent to download, downloading a specified training course to the agent, and receiving uploaded test results associated with a previously downloaded training course. The training portal may cooperate with an e-learning system for identifying downloadable courses, and may cooperate with a content delivery system for receiving the specified course which is to be downloaded to the agent. At a subsequent time, after the agent has interacted with a testing portion of the downloadable course, the agent may upload the test results to the portal. The training portal may be configured to receive test results uploaded within a certain time period. Once the training portal receives the test results, it provides the test results to the content delivery source. The content delivery source may then update the e-learning system.

Claims

1. A system for updating a user training profile of a user comprising:

a portal configured to provide one or more web pages to a mobile processing device used by the user, the one or more web pages informing the user of a training goal and a plurality of training courses to be passed to achieve the training goal, and facilitating the user requesting to download a training course from the plurality of training courses to the mobile processing device wherein the training course comprises a training content portion and a testing portion, the portal further configured to;

receive an identifier that has been transmitted by the mobile processing device used by the user, the identifier having been installed on the mobile processing device to uniquely identify the mobile processing device as authorized to receive downloadable content from the portal and verify the mobile processing device is authorized to receive downloadable content based on the identifier,

request the training course, add security data to the training course prior to downloading the training course, download the training course to the mobile processing device, and upon upload of a test result associated with the testing portion and the security data, validate the test result based on the security data to ensure the test result is from the user and is for the training course and upon validating the test result, forward the test result to the content source, wherein the one or more web pages are further configured to facilitate the user uploading the test result;

an e-learning module configured to store the user training profile and further store training context data indicating an association of the training course and the user, wherein the association indicates the user is authorized to access the training course, and the training context data further indicates the training course is downloadable to the mobile processing device used by the user; and

a content source configured to store the training course and provide the training course to the portal upon request from the portal, the content source further configured to receive the test result from the portal at a subsequent time after the training course is downloaded to the mobile processing device used by the user and to indicate the test result to the e-learning module, wherein the e-learning module updates the user training profile based on the test result.

2. The system of claim 1, wherein the training context data further indicates the training course is capable of being streamed to the user.

3. The system of claim 1, wherein the portal is further configured to query the e-learning module for authorization to download the training course to the mobile processing device.

4. The system of claim 1, wherein the e-learning module is configured to update the user training profile indicating a name of the training course and the test result associated with the testing portion of the training course.

5. The system of claim 4, where the e-learning module is further configured to update the user training profile in response to receiving the test result from the content source.

6. The system of claim 1, wherein the portal is configured to inform the user of a date or time when the test result is required to be uploaded to the portal.

7. A method for downloading training content comprising the steps of:

storing in an e-learning module of a processing system a training goal for a user, the training goal indicating a plurality of training courses to be passed in order for the user to achieve the training goal;

receiving a user log-in at a training portal, the user log-in identifying the user;

sending a request from the training portal to the e-learning module for the training goal of the user;

receiving the training goal from the e-learning module at the training portal;

informing the user of the training goal and the plurality of training courses to be passed to achieve the training goal by transmitting a web page to a processing device used by the user;

receiving an indication from the processing device to download a training course from the plurality of training courses associated with the training goal, the training course comprising a testing portion;

receiving an identifier transmitted by the processing device used by the user at the training portal, the identifier having been installed on the processing device to uniquely identify the processing device;

in response to receiving the identifier at the training portal, verifying the processing device is authorized to receive downloadable content based on the identifier;

requesting from a content source by the training portal the training course stored in the content source;

adding security data to the training course prior to transmitting the training course;

transmitting by the training portal to the processing device used by the user the training course;

facilitating the user uploading a test result associated with the testing portion and the security data by the training portal; and

upon upload of the test result and the security data, validating the test result based on the security data to ensure the test result is from the user and is for the training course.

8. The method of claim 7 further comprising the step of:

indicating an upload date to the user wherein the test result associated with the training course is required to be uploaded to the portal on or before the upload date.

9. The method of claim 7, wherein the content source updates the training goal in the e-learning module using the test result.

10. The method of claim 7, further comprising the steps of:

rejecting a request to download a second training course from the user because the test result of the training course has not been uploaded to the training portal by the user.

11. A non-transitory computer readable storage medium storing instructions which when executed by a processor in a training portal causes the processor to:

validate a user log-in, the user log-in identifying a user;

send a request to an e-learning module for a training goal of the user, the training goal indicating a plurality of training courses to be passed by the user in order to achieve the training goal;

receive the training goal from the e-learning module;

inform the user of the training goal and the plurality of training courses to be passed to achieve the training goal;

receive a selection from the user to download of a training course from the plurality of training courses, the training course comprising a testing portion;

receive an identifier transmitted by a processing device used by the user, the identifier having been installed on the processing device to uniquely identify the processing device;

in response to receiving the identifier, verify the processing device is authorized to receive downloadable content based on the identifier;

transmit a request to a content source for the training course;

add security data to the training course prior to transmitting the training course;

transmit the training course to the processing device used by the user;

facilitate the user uploading a test result associated with the testing portion and the security data; and

upon upload of the test result and the security data, validate the test result based on the security data to ensure the test result is from the user and is for the training course.

12. The non-transitory computer readable storage medium of claim 11, further comprising instructions that when executed by the processor cause the processor to:

indicate a date or time to the user when the test result is required to be uploaded to the training portal.

13. The non-transitory computer readable storage medium of claim 12, further comprising instructions that when executed by the processor cause the processor to:

validate that the test result is received no later than the date or time when the test result is required to be uploaded to the training portal.

14. The non-transitory computer readable storage medium of claim 11, further comprising instructions that when executed by the processor cause the processor to:

reject a request by the user to download another training course because the test result has not been uploaded by the user.

15. The non-transitory computer readable storage medium of claim 11, further comprising instructions that when executed by the processor cause the processor to:

receive a request from the user for a supplemental training document;

retrieve the supplemental training document from a local content library without querying the e-learning module, wherein the supplemental training document is related to the training goal and provides supplemental information in addition to information provided by the plurality of training courses; and

download the supplemental training document to the processing device.