Patent Document ID: 8180662
Application ID: 12125885
Patent Flag: 1

Claim One:
1. A computer implemented method performed in a contact handling system for delivering training to company representatives, the method comprising the following acts: a computing system electronically receiving information identifying a company representative in need of training; the computing system electronically receiving information defining a time parameter for completion of the training; the computing system automatically scheduling a training session based on the following: a work schedule for the company representative; current work requirements, where work requirements is defined by an expected amount or rate of communication media and the work includes servicing the communication media; expected work requirements; the time parameter; and a variable target customer responsiveness score, wherein the variable target customer responsiveness score is associated with a desired maximum or average time in queue for communication media and a relative amount of time spent by customer representatives performing work and completing training wherein training sessions are scheduled when the desired maximum or average time in queue for communication media of the variable target customer responsiveness score is met according to a predetermined criteria and training sessions are automatically canceled when the actual maximum or average time in queue for communication media comes within a predetermined closeness to the desired maximum or average time in queue for communication media of the variable target customer responsiveness score; receiving an updated variable target customer responsiveness score, wherein the updated variable target customer responsiveness score automatically triggers the cancelation of training sessions already begun by company representatives and automatically reschedules the training sessions for completion at a later date; and the computing system automatically providing the training session to the company representative as scheduled.