Patent Document ID: 8535059
Application ID: 13624023
Patent Flag: 1

Claim One:
1. A system for providing training content during a training session for an agent wherein the training session has either a fixed-time training format or a flex-time training format, the system comprising: a workforce manager (“WFM”) configured to generate a work schedule for the agent, the work schedule comprising a shift for the agent, the shift comprising a work start time and a work end time, schedule the training session for the agent during the shift in response to a request for scheduling the training session having the fixed-time training format, wherein the training session having the fixed-time training format is associated with a training session start time and a training session end time, provide a beginning-of-training session indication associated with the training session start time to a call handler system (“CHS”) when the training session has the fixed-time training format, and provide an end-of-training session indication associated with the training session end time to the CHS when the training session has the fixed-time training format, wherein the CHS is configured to process calls involving the agent during the shift for the agent, wherein the CHS is further configured to suspend offering calls associated with the agent in response to receiving the beginning-of-training session indication from the WFM at the beginning of the training session when the training session has the fixed-time training format and resume offering calls associated with the agent in response to receiving the end-of-training session indication received from the WFM after the training session when the training session has the fixed-time training format; a content delivery system (“CDS”) configured to receive agent identification data identifying the agent and an indication of the training content, and provide the training content to a computer of the agent during the training session regardless of whether the training session has the fixed-time format or the flex-time format; and an e-learning module configured to coordinate delivery of the training content from the CDS to the computer at the training session start time when the training session has the fixed-time training format, and coordinate delivery of the training content from the CDS to the computer when the training session has the flex-time training format.