System and method for determining the performance of a user responding to a call

Claim 3

The system of claim 1, wherein: the memory stores a plurality of potential user responses associated with each incoming voice segment; and the interface receives user input specifying a selected response.

Claim 4

The system of claim 1, wherein: the memory stores a plurality of potential user responses associated with each incoming voice segment; the interface receives user input specifying a selected response; and the processor determines the performance of the user based on whether the selected response is the most appropriate.

Claim 5

The system of claim 2, wherein the memory stores a prerecorded voice segment that audibly conveys each response, the interface further operable to communicate the prerecorded voice segment to the user.

Claim 6

The system of claim 1, wherein: the memory associates a plurality of potential user responses for a first incoming voice segment to a plurality of second incoming voice segments, each response associated with a corresponding second incoming voice segment; the interface receives user input specifying a selected response; and the processor selects the second incoming voice segment associated with the selected response.

Claim 7

The system of claim 1, wherein the interface receives caller information entered as user input by the user, the caller information conveyed in the incoming voice segments.

Claim 8

The system of claim 1, wherein the interface further comprises a reference area that stores reference information accessible by the user to answer a question conveyed in the incoming voice segments.

Claim 9

The system of claim 7, wherein the reference information comprises textual information and video information arranged as graphical elements.

Claim 10

The system of claim 1, wherein the processor determines the performance of the user by generating at least three separate scores, each score measuring the performance of the user in a particular category.

Claim 11

The system of claim 1, wherein the user comprises a call center agent applicant.

Claim 12

The system of claim 1, wherein the prerecorded incoming voice segments comprise: at least one segment conveying caller information; and at least one segment conveying a reason for the call.

Claim 15

The method of claim 12, further comprising: presenting a plurality of potential user responses associated with the incoming voice segments; and receiving user input specifying one of the responses.

Claim 16

The method of claim 12, further comprising: receiving user input specifying a selected one of a plurality of responses associated with each incoming voice segment; and determining the performance of the user based on whether the selected response is the most appropriate.

Claim 17

The method of claim 12, further comprising: storing a plurality of prerecorded outgoing voice segments associated with each incoming voice segment; and audibly communicating the outgoing voice segments to the user.

Claim 18

The method of claim 12, further comprising: associating a plurality of potential user responses for a first incoming voice segment to a plurality of second incoming voice segments, each response associated with a corresponding second incoming voice segment; receiving user input specifying a selected response; and selecting the second incoming voice segment associated with the selected response.

Claim 19

The method of claim 12, further comprising receiving caller information entered as user input by the user, the caller information conveyed in the incoming voice segments.

Claim 20

The method of claim 12, further comprising storing reference information accessible by the user to answer a question conveyed in the incoming voice segments.

Claim 21

The method of claim 18, wherein the reference information comprises textual information and video information arranged as graphical elements.

Claim 22

The method of claim 12, further comprising determining the performance of the user by generating at least three separate scores, each score measuring the performance of the user in a particular category.

Claim 23

The method of claim 12, wherein the user comprises a call center agent applicant.

Claim 24

The method of claim 12, wherein the prerecorded incoming voice segments comprise: at least one segment conveying caller information; and at least one segment conveying a reason for the call.

Claim 25

A computer for determining the performance of a user responding to a call, comprising: a memory operable to store a portion of an incoming call as a first prerecorded incoming voice segment, a plurality of responses associated with the first incoming voice segment, and a plurality of second prerecorded incoming voice segments, each second prerecorded incoming voice segment associated with a corresponding response; an interface operable to communicate the first incoming voice segment to the user, the interface further operable to receive user input specifying a selected response as the user responds to the first incoming voice segment; and a processor coupled to the memory and the interface, the processor operable to select the second incoming voice segment associated with the selected response for communication to the user, the processor further operable to determine the performance of the user based on whether the selected response is the most appropriate.

Claim 26

A computer for determining the performance of a user responding to a call, comprising: a memory operable to store a portion of an incoming call as a first prerecorded incoming voice segment, a plurality of responses associated with the first incoming voice segment, and a plurality of second prerecorded incoming voice segments, each second prerecorded incoming voice segment associated with a corresponding response; an interface operable to communicate the first incoming voice segment to the user, the interface further operable to receive user input specifying a selected response as the user responds to the first incoming voice segment; and a processor coupled to the memory and the interface, the processor operable to select the second incoming voice segment associated with the selected response for communication to the user, the processor further operable to determine the performance of the user based on whether the selected response is the most appropriate.

Claim 27

The computer of claim 23, wherein the memory stores a prerecorded outgoing voice segment that audibly conveys each response, the interface further operable to communicate the outgoing voice segment to the user.

Claim 28

The computer of claim 23, wherein the interface receives caller information entered as user input by the user, the caller information conveyed in the incoming voice segments.

Claim 29

The computer of claim 23, wherein the interface further comprises a reference area that stores reference information accessible by the user to answer a question conveyed in the incoming voice segments.

Claim 30

The computer of claim 26, wherein the reference information comprises textual information and video information arranged as graphical elements.

Claim 31

The computer of claim 23, wherein the processor determines the performance of the user by generating at least three separate scores, each score measuring the performance of the user in a particular category.

Claim 32

The computer of claim 23, wherein the prerecorded incoming voice segments comprise: at least one segment conveying caller information; and at least one segment conveying a reason for the call.

Claim 33

The computer of claim 23, wherein the interface comprises a button that when activated indicates the user is prepared to receive another call.

Claim 34

The computer of claim 23, wherein the user comprises a call center agent applicant.