Automatic agent training system
US8068598B1 · kind B1 · utility
24Cited by
1References
27Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 2, 2008 |
| Grant date | Nov 29, 2011 |
| Priority date | — |
| Expiry date | Jul 24, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.