Patent US4966557A successfully refreshed from Google Patents.
US6459787B2
Expired / Lapsed
US
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Method and system for delivery of individualized training to call center agents
Assignee: Intradiem Inc
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Filing: 2001-09-10
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Granted: 2002-10-01
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Expires: 2021-09-10
Abstract
Abstract The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.
Inventors
- 👤 John C. C. McIllwaine
- 👤 Matthew G. A. McConnell
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 08:34
CPC Classifications
G; G09; G09B; G09B5/00; G09B5/02; G06; G06Q; G06Q10/00; G06Q10/06; G06Q10/063; G06Q10/0639; G06Q10/06398; H; H04; H04M; H04M3/00; H04M3/22; H04M3/2218; H04M3/42; H04M3/42221; H04M3/50; H04M3/51; H04M3/5175
Claims Analysis
Total Claims: 24
Claim 1
Independent Claim
72 words
A method for training a contact agent comprising the steps of: making an evaluation of the contact agent's performance; comparing the evaluation of the contact agent's performance to a predetermined criteria; if the evaluation does not meet the predetermined criteria, mapping the evaluation to a skill, without manual intervention; matching training with the mapped skill; manually selecting a training course from the matched training; assigning the training course to the contact agent.
Claim 2
Independent Claim
72 words
A method for training a contact agent comprising the steps of: making an evaluation of the contact agent's performance; comparing the evaluation of the contact agent's performance to a predetermined criteria; if the evaluation does not meet the predetermined criteria, mapping the evaluation to a skill, without manual intervention; matching training with the mapped skill; manually selecting a training course from the matched training; assigning the training course to the contact agent.
Claim 3
Dependent Claim
22 words
The method according to claim 1 further comprising the step of prioritizing the matched training based on importance of the mapped skill.
Claim 4
Dependent Claim
19 words
The method according to claim 1 further comprising the step of delivering the training course to the contact agent.
Claim 5
Dependent Claim
27 words
The method according to claim 3 further comprising the step of conducting a follow-up evaluation after delivering the training course to assess the effectiveness of the training.
Claim 6
Dependent Claim
22 words
The method according to claim 3 further comprising the step of delivering the training course to the contact agent in time segments.
Claim 7
Dependent Claim
14 words
The method according to claim 1 further comprising the step of storing the evaluation.
Claim 8
Dependent Claim
15 words
A computer-readable medium having computer-executable instructions for performing the steps recited in claim 1 .
Claim 9
Dependent Claim
77 words
In association with a computer system for managing communications with an organization, a method for training a representative of the organization comprising the steps of: receiving an evaluation of the representative; mapping the evaluation to a skill without manual intervention; comparing the evaluation to a predetermined threshold; and if the evaluation is below the predetermined threshold, associating the skill of the evaluation with training material related to the skill; and assigning the training material to the representative.
Claim 10
Dependent Claim
77 words
In association with a computer system for managing communications with an organization, a method for training a representative of the organization comprising the steps of: receiving an evaluation of the representative; mapping the evaluation to a skill without manual intervention; comparing the evaluation to a predetermined threshold; and if the evaluation is below the predetermined threshold, associating the skill of the evaluation with training material related to the skill; and assigning the training material to the representative.
Claim 11
Dependent Claim
18 words
The method according to claim 8 further comprising the step of delivering the training material to the representative.
Claim 12
Dependent Claim
21 words
The method according to claim 8 further comprising the step of delivering the training material to the representative in time segments.
Claim 13
Dependent Claim
17 words
The method according to claim 8 further comprising the step of storing the evaluation of the representative.
Claim 14
Dependent Claim
22 words
The method according to claim 8 further comprising the step of prioritizing the training material according to importance of the associated skill.
Claim 15
Dependent Claim
23 words
The method according to claim 8 further comprising the step of performing a follow-up evaluation to determine the effectiveness of the training material.
Claim 16
Dependent Claim
15 words
A computer-readable medium having computer-executable instructions for performing the steps recited in claim 8 .
Claim 17
Dependent Claim
88 words
A computer-implemented system for managing communications between an organization and its constituents, the system comprising: a communications network that supports communication between the constituents and representatives of the organization; a monitoring component adapted to produce an evaluation of the representative communicating with constituents; and map the evaluation to a skill; an assignment component adapted to compare the evaluation to a predetermined threshold and, if the evaluation does not meet the predetermined threshold, match the mapped evaluation skill to training material and assign the training material to the representative.
Claim 18
Dependent Claim
88 words
A computer-implemented system for managing communications between an organization and its constituents, the system comprising: a communications network that supports communication between the constituents and representatives of the organization; a monitoring component adapted to produce an evaluation of the representative communicating with constituents; and map the evaluation to a skill; an assignment component adapted to compare the evaluation to a predetermined threshold and, if the evaluation does not meet the predetermined threshold, match the mapped evaluation skill to training material and assign the training material to the representative.
Claim 19
Dependent Claim
20 words
The system of claim 15 further comprising a delivery component adapted to deliver the matched training material to the representative.
Claim 20
Dependent Claim
23 words
The system of claim 15 further comprising a delivery component adapted to deliver the matched training material to the representative in time segments.
Claim 21
Dependent Claim
29 words
The system of claim 15 further comprising a delivery component adapted to prioritize training material to be delivered to the representative according to importance of the mapped evaluation skill.
Claim 22
Dependent Claim
23 words
The system of claim 15 wherein the monitoring component is further adapted to perform a follow-up evaluation after delivery of the training material.
Claim 23
Dependent Claim
15 words
The system of claim 19 wherein the follow-up evaluation comprises monitoring of the contact agent.
Claim 24
Dependent Claim
12 words
The system of claim 19 wherein the follow-up evaluation comprises a quiz.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2005-09-30 | 2006-04-01 | 2006-10-01 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2009-09-30 | 2010-04-01 | 2010-10-01 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2013-09-30 | 2014-04-01 | 2014-10-01 | $7700.00 | Window Closed / Lapsed |