Patent ID: 8488769
Filing Date: 2013-07-16
Classification: H04M

Abstract:
1. A method for providing a snippet training session to an agent of a call center during a work shift of the agent comprising: storing snippet training data in a memory by a computer, the snippet training data configured to be provided to an agent's computer, wherein the snippet training data is configured to be delivered to the agent during the snippet training session having a time period that is less than a scheduling interval used to schedule the agent during the work shift; determining a condition triggering initiation of the snippet training session while an agent's workstation is in an available state for processing calls during the work shift; placing the agent's workstation from the available state to an unavailable state in an automatic call distributor processing calls in the call center, wherein the agent's workstation is precluded from receiving further calls from the automatic call distributor; delivering the snippet training data to the agent's computer by the computer during the snippet training session, wherein the snippet training session is completed in a time period less than the scheduling interval; and returning the agent's workstation back into the available state after the snippet training session has ended, wherein the agent's workstation is able to receive further calls from the automatic call distributor.