Patent ID: 7801295

Claim:
A method for providing training to agents of an automatic call distribution center comprising: determining whether an agent is idle; in response to determining that the agent is idle, initiating playback of a recorded training call to the agent; receiving an incoming call from a caller for connection with one of a plurality of agents; terminating playback of the recorded training call; connecting the agent to the incoming call; wherein terminating playback of the recorded training call comprises: determining whether a service level goal is being satisfied; and in response to determining that the service level goal is not being satisfied, terminating playback of the recorded training call; wherein initiating playback of a recorded training call comprises: selecting a recorded training call from a plurality of recorded training calls based on a training profile associated with the agent; and initiating playback of the selected recorded training call to the agent; wherein the training profile specifies a recorded training call and a termination point within the recorded training call, the termination point comprising a point at which playback of the recorded training call was terminated during a previous playback of the recorded training call to the agent; wherein selecting a recorded training call based on the training profile comprises selecting the recorded training call specified by the training profile; and wherein initiating playback of the selected recorded training call comprises initiating playback of the selected recorded training call at the termination point.