Invention Grant
- Patent Title: Method and system for providing agent training
- Patent Title (中): 提供代理培训的方法和系统
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Application No.: US11125632Application Date: 2005-05-10
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Publication No.: US07801295B2Publication Date: 2010-09-21
- Inventor: Labhesh Patel , Johnny H. Lee , Fadi R. Jabbour , David C. Lee
- Applicant: Labhesh Patel , Johnny H. Lee , Fadi R. Jabbour , David C. Lee
- Applicant Address: US CA San Jose
- Assignee: Cisco Technology, Inc.
- Current Assignee: Cisco Technology, Inc.
- Current Assignee Address: US CA San Jose
- Agency: Baker Botts L.L.P.
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a caller for connection with one of a plurality of agents. Also, the method includes terminating playback of the recorded training call and connecting the agent to the incoming call.
Public/Granted literature
- US20060256954A1 Method and system for providing agent training Public/Granted day:2006-11-16
Information query
