A method and system are disclosed for acquiring and transforming existing content (e.g., Hyper Text Markup Language HTML content) for display and execution on multiple platforms and architectures. In one embodiment, capture templates are created to harvest content from disparate content sources on multiple platforms. Data is extracted from the content from the disparate content sources using the created capture templates that drives extracting process. A standardized data stream is generated from the extracted data. The standardized data stream is provided for display on one or more different type of platforms.

Method and system for transforming content for execution on multiple platforms

The present invention relates to simultaneous computer screen and voice monitoring from a remote location, and particularly relates to synchronized telephone and screen monitoring of a computer workstation from a remote location. Such monitoring is useful for providing training and assistance to those using such workstations, especially in connection with telephone use, can also be useful for providing an audit trial of significant on-screen events, or can be used as a trigger to initiate other separate events. In one embodiment, graphics primitives are used to determine localized screen changes which are periodically copied from the monitored workstation desktop and sent over a network to a remote, monitoring, workstation. In another embodiment, localized screen changes are determined by full screen comparison, and sent over a network to a remote, monitoring, workstation.

Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location

The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.

Method and system for delivery of individualized training to call center agents

A system, method and apparatus for maximizing the effectiveness and efficiency of learning, retaining and retrieving knowledge and skills includes a main engine having a Learn Module, a Review Module and a Test Module. Each of the Learn, Review and Test Modules are capable of operating independently but are preferably arranged to operate interactively such that operation of each of the Learn, Review and Test Modules are changed based on a user's past performance within one or more of the three modules. In addition, the main engine may also include a Schedule Module for flexibly scheduling learning, reviewing and retrieving knowledge and skills based on various factors and input information. The main engine also may include a Progress Module which monitors a user's performance on any of the Learn, Review and Test Modules and changes the future operation of each module based on the monitored performance. The main engine also may include a Help Module to provide assistance with any of the other modules.

System, apparatus and method for maximizing effectiveness and efficiency of learning, retaining and retrieving knowledge and skills

A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.

Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state

A technique for providing a networked, distributed tutorial application having a direct manipulation graphical user interface displayable on an Internet client node is disclosed. The application has a first portion on an Internet server node and a second portion on the Internet client node, the first portion performing application specific subject matter processing and the second portion being substantially application independent in that this second portion is applicable in a wide variety of tutoring applications for generating and maintaining an appropriate user interface during user interactions. The second portion includes an Internet browser (e.g., a hypertext mark-up language browser) that is utilized for communicating with the server node to perform application subject matter specific processing. A user being tutored may create, delete or modify graphical objects whose data structure definitions are provided by the server node, each such object having, for example, a behavior or data structure representing the semantics of a tutorial subject matter entity. Such user interactions are accumulated and utilized on the client node to maintain, independently of any communication with the server node, an interactive user interface semantically consistent with both the tutorial application and the user's interactions.

Alan S. Wolff

Papers

Network-based intelligent tutoring system