Patent ID: 7174010

Claim:
In association with a computer system for managing a call center comprising a communications network, a method for improving completion of training for call center agents comprising the steps of: receiving a time slot for scheduling a training break; selecting the training break from a list of pending training breaks; determining whether one of the agents is available for receiving the selected training break during the time slot; if the agent is available, delivering the selected training break to the agent; monitoring whether the selected training break is completed; and if not completed, storing the selected training break for rescheduling, and if completed, removing the selected training break from the list of pending training breaks, wherein storing the selected training break comprises: determining whether a predefined condition exists in the call center; if the predefined condition is determined to exist, interrupting the selected training break; storing the interrupted training break; and rescheduling the interrupted training break based on predicted workload.