Automatic agent training system
View Patent ↗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.
1. A method for training call center agents over a communications network using automatically selected training scenarios, comprising:
(a) obtaining confirmations of availability of a plurality of call center agents;
(b) determining a proctor based on proctor attributes stored in a database;
(c) selecting an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor;
(d) automatically determining a training scenario based on the selected agent's attributes; and
(e) enabling the proctor and the agent to engage in the training scenario.
2. The method of claim 1 , wherein said proctor is selected based on said proctor's past performance.
3. The method of claim 1 , wherein said proctor is selected from said plurality of call center agents.
4. The method of claim 1 , wherein said proctor is an interactive voice response unit.
5. The method of claim 1 , wherein said agent attributes include past call handling performance.
6. The method of claim 1 , wherein metrics for selecting an agent based on agent attributes are customizable.
7. The method of claim 1 , wherein said automatically determining includes dynamically generating a new training scenario.
8. The method of claim 1 , wherein said automatically determining includes dynamically selecting a pre-defined training scenario.
9. The method of claim 1 , wherein said enabling includes instructing an automatic call director to send appropriate software scripts to the proctor and the agent.
10. A system for training call center agents over a communications network using automatically selected training scenarios, comprising:
a web server interface configured to obtain confirmations of availability of a plurality of call center agents;
a proctor selector configured to determine a proctor based on proctor attributes stored in a database;
an agent selector configured to select an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor;
a training scenario selector configured to automatically determine a training scenario based on the selected agent's attributes; and
a automatic call director interface configured to enable the proctor and the agent to engage in the training scenario.
11. The system of claim 10 , wherein said proctor is selected based on said proctor's past performance.
12. The system of claim 10 , wherein said proctor is selected from said plurality of call center agents.
13. The system of claim 10 , wherein said proctor is an interactive voice response unit.
14. The system of claim 10 , wherein said agent attributes include past call handling performance.
15. The system of claim 10 , wherein metrics for selecting an agent based on agent attributes are customizable.
16. The system of claim 10 , wherein said training scenario selector is further configured to dynamically generate a new training scenario.
17. The system of claim 10 , wherein said training scenario selector is further configured to dynamically select a pre-defined training scenario.
18. The system of claim 10 , wherein said automatic call director interface is further configured to instruct an automatic call director to send appropriate software scripts to the proctor and the agent.
19. A non-transitory computer-readable medium for training call center agents over a communications network using automatically selected training scenarios, comprising logic instructions that, if executed:
(a) obtain confirmations of availability of a plurality of call center agents;
(b) determine a proctor based on proctor attributes stored in a database;
(c) select an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor;
(d) automatically determine a training scenario based on the selected agent's attributes; and
(e) enable the proctor and the agent to engage in the training scenario.
20. The computer-readable medium of claim 19 , wherein said proctor is selected based on said proctor's past performance.
21. The computer-readable medium of claim 19 , wherein said proctor is selected from said plurality of call center agents.
22. The computer-readable medium of claim 19 , wherein said proctor is an interactive voice response unit.
23. The computer-readable medium of claim 19 , wherein said agent attributes include past call handling performance.
24. The computer-readable medium of claim 19 , wherein metrics for selecting an agent based on agent attributes are customizable.
25. The computer-readable medium of claim 19 , wherein said logic instructions for automatically determine include logic instructions that, if executed, dynamically generate a new training scenario.
26. The computer-readable medium of claim 19 , wherein said logic instructions for automatically determining include logic instructions that, if executed, dynamically select a pre-defined training scenario.
27. The computer-readable medium of claim 19 , wherein said logic instructions for enable includes logic instructions that, if executed, instruct an automatic call director to send appropriate software scripts to the proctor and the agent.