Method and system for scheduled delivery of training to call center agents

• US 6,628,777 B1
• Filed: 11/16/1999
• Issued: 09/30/2003
• Est. Priority Date: 11/16/1999
• Status: Expired due to Term

• Current Assignee: Intradiem Inc.
• Original Assignee: Knowlagent Incorporated
• Inventors: McConnell, Matthew G. A., McIllwaine, John C. C.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Nguyen, Quynh
• Application Number:
  US09/442,207
• Time in Patent Office: 1,414 Days
• Field of Search: 379/265-1-2, 379/266-1-2, 379/267, 379/309
• US Class Current: 379/265.01
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Scheduling and delivering training or other information to agents in a call center or other constituent contact system. Agent schedule data from a workforce management component or agent workload data from a work distribution component is analyzed to determine whether an agent is scheduled for training or is available for training, respectively. The agent'"'"'s terminal user interface is monitored to determine whether the agent is interacting with constituents. If the agent is not busy, training materials or other information are delivered over a communications network to the agent'"'"'s terminal. To avoid interference between a training session and customer call activities, the agent may be disconnected from the system'"'"'s customer contact engine before delivery of the training materials is complete. If call volume to the call center exceeds a predetermined threshold during agent training, the training session is discontinued so that the agent may resume serving customers.

Claims

1. In association with a computer system for managing a constituent contact system comprising a communications network, a contact engine, a workforce management component, and an agent user interface, a method for training a contact agent to perform interaction duties, without manual intervention, the method comprising the steps of:

accepting agent schedule data from the workforce management component operable for scheduling and managing the interaction duties of the contact agent;

analyzing the agent schedule data to determine whether the contact agent is scheduled for training;

scheduling a training session so that the contact agent can accept training materials without disrupting the interaction duties of the contact agent; and

delivering the training materials during the scheduled training session to the contact agent over the communications network.

2. The method according to claim 1 further comprising the step of monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communicating with a constituent and is thus unavailable for training.

3. The method according to claim 1 further comprising the steps of

prompting the contact agent during the scheduled training session to provide notice that training material is available; and

receiving an acknowledgment from the contact agent indicating that the contact agent is ready to receive the training material.

4. The method according to claim 1 further comprising the step of disconnecting the contact agent from the contact engine before the training material delivery step.

5. The method according to claim 1 wherein the scheduling step further comprises the step of:

accepting agent workload data from a work distribution component of the constituent contact system that routes interaction duties to the contact agent; and

analyzing the agent workload data to determine whether the contact agent is available for training.

6. The method according to claim 5 further comprising the step of monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communicating with a constituent and is thus unavailable for training.

7. The method according to claim 5 further comprising the steps of:

prompting the contact agent during the scheduled training session to provide notice that training material is available;

receiving an acknowledgement from the contact agent indicating that the contact agent is ready to receive the training material;

disconnecting the contact agent from the contact engine before the training material delivery step;

terminating the training material delivery step in response to the agent workload data exceeding a predetermined threshold; and

connecting the contact agent to the contact engine after the training material delivery step.

8. The method according to claim 1 wherein the scheduling step comprises the step of accepting agent workload data from a work distribution component of the constituent contact system that routes interaction work to the contact agent, and further comprising the steps of:

building a workload data history from the agent workload data, the workload data history including agent workload data as a function of time;

predicting whether the contact agent is available for training, based on the workload data history and the agent workload data; and

monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communicating with a constituent and is thus unavailable for training.

9. The method according to claim 8 further comprising the step of terminating the training material delivery step in response to the agent workload data exceeding a predetermined threshold.

21. The method according to claim 1 further comprising the steps of:

disconnecting the contact agent from the contact engine before delivery of the training material; and

reconnecting the contact agent to the contact engine after completion of the training material.

22. The method according to claim 9 further comprising the step of reconnecting the contact agent to the contact engine after terminating the training material delivery step.

10. A method for managing a call center including a communications network, without manual intervention, the method comprising the steps of:

accepting agent schedule data from a workforce management component of the call center that schedules and manages the customer call duties of the agent;

analyzing the agent schedule data to determine whether the agent is scheduled to receive information;

scheduling an information delivery session so that a call center agent having customer call duties can receive information without disrupting the customer call duties of the agent; and

delivering the information during the scheduled information delivery session to the agent over the communications network.

11. The method according to claim 10 wherein the scheduling step further comprises the steps of:

accepting agent workload data from a call distribution component of the call center that routes customer calls to the agent; and

analyzing the agent workload data to determine whether the agent is available to receive information.

12. The method according to claim 10 wherein the scheduling step comprises the step of accepting agent workload data from a call distribution component of the call center that routes customer calls to the agent.

13. In association with a communications system for managing communications between an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising:

a scheduling component adapted to;

accept, from the system, agent schedule data including data regarding the assignment of a constituent communications agent within the organization to perform communications duties via the system;

analyze the agent schedule data to determine when the agent is scheduled to receive information; and

schedule an information delivery session for the agent;

a monitoring component adapted to monitor the agent'"'"'s communications with constituents to determine therefrom whether the agent is available to receive information; and

a delivery component adapted to deliver information to the agent over the communications network when the agent is both scheduled and available to receive information.

14. The computer-readable medium according to claim 13 having further computer-executable instructions comprising an agent communications component adapted to:

prompt the agent during the scheduled information delivery session to provide notice that information is available; and

receive an acknowledgement from the agent indicating that the agent is ready to receive the information.

15. The computer-readable medium according to claim 13 wherein the delivery component is further adapted to discontinue communications between the agent and constituents before delivering the information.

16. The computer-readable medium according to claim 13 wherein the scheduling component is further adapted to:

accept agent workload data from a work distribution component of the system that routes constituent communications assignments to the agent; and

analyze the agent workload data to determine whether the agent is available to receive information.

17. The computer-readable medium according to claim 16 having further computer-executable instructions comprising an agent communications component adapted to:

prompt the agent that information is available; and

receive an acknowledgement from the agent indicating that the agent is ready to receive information;

wherein the delivery component is further adapted to;

discontinue communications between the agent and constituents before delivering the information; and

commence communications between the agent and constituents after delivering the information.

18. In association with a communications system for managing communications between an organization and its constituents, the system including a communications network, a computer-readable medium having computer-executable instructions comprising:

a scheduling component adapted to;

accept agent schedule data from a workforce management component of the system including data regarding the assignment of a constituent communications agent within the organization to perform communications duties via the system;

analyze the agent schedule data to determine when the agent is scheduled to receive information;

accept agent workload data from a work distribution component of the system that routes constituent communications assignments to a constituent communications agent within the organization, wherein the agent performs communications duties via the system; and

analyze the agent workload data to determine whether the agent is available to receive information; and

schedule an information delivery session for the agent;

a monitoring component adapted to monitor the agent'"'"'s communications with constituents to determine therefrom whether the agent is available to receive information; and

a delivery component adapted to deliver information to the agent over the communications network during the information delivery session when the agent is both scheduled and available to receive information.

19. The computer-readable medium according to claim 18 having further computer-executable instructions comprising a workload prediction component adapted to:

build a workload data history from the agent workload data, the workload data history including agent workload data as a function of time; and

predict whether the agent is available to receive information, based on the workload data history and the agent workload data.

20. The computer-readable medium according to claim 18 wherein the delivery component is further adapted to cease delivering information to the agent over the communications network when the agent workload data exceeds a predetermined threshold.

23. The computer-readable medium according to claim 18 wherein the delivery component is further adapted to:

cease delivering information to the agent over the communications network when the agent workload data exceeds a predetermined threshold; and

return the agent to communication with constituents.

24. A method for training a contact agent to perform interaction duties, without manual intervention, the method comprising the steps of:

accepting agent schedule data from a workforce management component of the constituent contact system that schedules and manages the interaction duties of the contact agent;

analyzing the agent schedule data to determine whether the contact agent is scheduled for training;

if not scheduled for training, scheduling a training session so that the contact agent can accept training materials without disrupting the interaction duties of the contact agent; and

delivering the training materials during the scheduled training session to the contact agent.

25. The method according to claim 24 further comprising the step of monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communication with a constituent and is thus unavailable for training.

26. The method according to claim 24 further comprising the steps of:

prompting the contact agent during the scheduled training session to provide notice that training material is available; and

receiving an acknowledgment from the contact agent indicating that the contact agent is ready to receive the training material.

27. The method according to claim 24 further comprising the steps of:

disconnecting the contact agent from the contact engine before delivering the training material; and

reconnecting the contact agent to the contact engine after delivering the training material.

28. A method for training a contact agent to perform interaction duties, without manual intervention, the method comprising the steps of:

accepting agent workload data from a work distribution component of the constituent contact system that routes interaction duties to the contact agent;

analyzing the agent workload data to determine whether the contact agent is available for training;

accepting agent schedule data from a workforce management component of the constituent contact system that schedules and manages the interaction duties of the contact agent;

analyzing the agent schedule data to determine whether the contact agent is scheduled for training;

if the contact agent is not scheduled for training and is available, scheduling a training session so that the contact agent can accept training materials without disrupting the interaction duties of the contact agent; and

delivering the training materials during the scheduled training session to the contact agent.

29. The method according to claim 28 further comprising the step of monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communicating with a constituent and is thus unavailable for training.

30. The method according to claim 28 further comprising the steps of:

prompting the contact agent during the scheduled training session to provide notice that training material is available; and

receiving an acknowledgment from the contact agent indicating that the contact agent is ready to receive the training material.

31. The method according to claim 28 further comprising the steps of:

disconnecting the contact agent from the contact engine before delivering the training material; and

reconnecting the contact agent to the contact engine after delivering the training material.

32. A method for training a contact agent to perform interaction duties, without manual intervention, the method comprising the steps of:

accepting agent workload data from a work distribution component of the constituent contact system that routes interaction work to the contact agent;

building a workload data history from the agent workload data, the workload data history including agent workload data as a function of time;

predicting whether the contact agent is available for training, based on the workload data history and the agent workload data;

scheduling a training session based on the workload data history and the agent workload data so that the contact agent can accept training materials without disrupting the interaction duties of the contact agent; and

delivering the training materials during the scheduled training session to the contact agent.

33. The method according to claim 32, further comprising the step of monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communicating with a constituent.

34. The method according to claim 32 further comprising the steps of:

prompting the contact agent during the scheduled training session to provide notice that training material is available; and

receiving an acknowledgment from the contact agent indicating that the contact agent is ready to receive the training material.

35. The method according to claim 32 further comprising the steps of:

disconnecting the contact agent from the contact engine before delivering the training material; and

reconnecting the contact agent to the contact engine after delivering the training material.

37. The method according to claim 35 further comprising the step of monitoring the contact agent'"'"'s interaction with the agent user interface to determine whether the contact agent is communicating with a constituent and is thus unavailable for training.

38. The method according to claim 35 further comprising the steps of:

prompting the contact during the scheduled training session to provide notice that training material is available; and

receiving an acknowledgment from the contact agent indicating that the contact agent is ready to receive the training material.

36. In association with a computer system for managing a constituent contact system comprising a communications network, a contact engine, a workforce management component, and an agent user interface, a method for training a contact agent to perform interaction duties, without manual intervention, the method comprising the steps of:

transmitting schedule requests to the workforce management component that schedules and manages the interaction duties of the contact agent;

analyzing agent schedule data and the schedule requests with the workforce management component;

scheduling a training session so that the contact agent can accept training materials without disrupting the interaction duties of the contact agent; and

delivering the training materials during the scheduled training session to the contact agent over the communications network.

39. The method of claim 36 wherein the scheduling step further comprises the steps of:

accepting contact agent workload data from a work distribution component of the constituent contact system that routes interaction duties to the contact agent; and

analyzing the agent workload data to determine whether the contract agent is available for training.

40. A method for training a contact agent to perform interaction duties, without manual intervention, comprising the steps of:

analyzing contact agent schedule data to determine whether to schedule training for the contact agent;

scheduling a training session so that the contact agent can accept training materials without disrupting the interaction duties of the contact agent; and

delivering the training materials during the scheduled training sessions to the contact agent over the communications network.

41. The method of claim 40 further comprising the step of receiving a prompt to schedule the training session.

42. The method of claim 40 further comprising the step of monitoring to determine whether the contact agent is free to receive the training materials.

43. The method of claim 40 further comprising the steps of:

prompting the contact agent during the scheduled training session to provide notice that the training material is available; and

receiving an acknowledgment from the contact agent indicating that the contact agent is ready to receive the training material.

44. The method of claim 40 wherein the scheduling step further comprises the steps of:

accepting contact agent workload data from a work distribution component of the constituent contact system that routes interaction duties to the contact agent; and

analyzing the agent workload data to determine whether the contact agent is available for training.