Patent Document ID: 8180666
Application ID: 12125886
Patent Flag: 1

Claim One:
1. A computing system implemented method performed in a contact handling system for determining an incentive for a company representative, the method comprising the following acts: the computing system automatically assigning work to the company representative, wherein the work includes servicing customers via communications media; the computing system electronically receiving information describing a training session result criteria, wherein the training session result criteria includes a timeliness criteria and a test score criteria, wherein: the timeliness criteria is defined by a first maximum amount of time between assignment of the training session and completion of the training session by the company representative resulting in a first level of incentive; the timeliness criteria is defined by a second maximum amount of time between assignment of the training session and completion of the training session by the company representative resulting in a second level of incentive; the training session includes a test, the result of the training session includes a number of correctly answered questions upon completion of the test and the training session result criteria includes a first minimum number of correctly answered questions upon completion of the test required to receive a first level of incentive; and the training session result criteria includes a second minimum number of correctly answered questions upon completion of the test required to receive a second level of incentive; the computing system electronically receiving a result of the training session, the result of the training session including a score on the test and a time of completion; the computing system comparing the result of the training session to the training session result criteria, including comparing the training session result criteria to the score on the test, and including comparing the timeliness criteria to the time of completion; the computing system selectively electronically providing an incentive to the company representative based on a result of the comparison between the company representative's result of the company representative's training session and the training session result criteria, wherein the extent of the incentive depends on both the company representative's satisfaction of the timeliness criteria and the company representative's test score criteria and the level of satisfaction of both the company representative's timeliness criteria and the company representative's test score criteria; the computing system assigning a newly acquired proficiency to the company representative as soon as the company representative completes the training according to the training success criteria; and the computing system immediately providing work that includes servicing customers via communications media associated with the newly acquired proficiency to the company representative as soon as the company representative completes the training according to the training success criteria.