Patent Document ID: 8649499
Application ID: 13678759

Base Claim:
1. A method for identifying a training topic for at least one agent at a contact center, the method comprising the steps of: performing an analysis by at least one computer processor on an aggregate of communications conducted between multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications of the aggregate of communications conducted between the multiple agents and the multiple contact parties; and in response to a total number for the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications: determining by the at least one computer processor a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found; and identifying by the at least one computer processor the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

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Claim 4:
4. The method of claim 1 further comprising the steps of: automatically identifying by the at least one computer processor one or more agents at the contact center for scheduling training on the identified training topic; automatically scheduling by the at least one computer processor the one or more agents to receive training on the identified training topic during one or more training sessions; and delivering training content identified by the training topic to the one or more agents during the one or more training sessions.