Automatic agent training system

Details Automatic agent training system Automatic agent training system

2008-04-02

2011-11-29

Smith, Creighton (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265060

Reexamination Certificate

active

08068598

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.

REFERENCES:
patent: 6600821 (2003-07-01), Chan et al.
patent: 2006/0233347 (2006-10-01), Tong et al.
patent: 2008/0260122 (2008-10-01), Conway et al.
patent: 2010/0115149 (2010-05-01), Ewer

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