Patent ID: 7460659
Filing Date: 2008-12-02
Classification: H04M

Abstract:
1. A method for teaching agents in a communication system, comprising: providing a previously stored actual and original call transaction conducted with a customer at an earlier time having a plurality of dialog portions and decision points forming a transaction path to a business outcome; replaying the call transaction, and simulating at least one decision at a respective decision point in the call transaction which is different than an original decision at the respective decision point in the original call transaction wherein at least one decision point is a multiple branch decision point thereby forming a plurality of different connected transaction paths each having a different business outcome, each path having a plurality of dialog portions and a plurality of decision points and each path starting with a common dialog of the stored actual call; and evaluating the results of decisions of the agent at multiple decision points along the transaction path resulting from the decisions, and presenting the results to the agent.