公开(公告)号：US20200034778A1

公开(公告)日：2020-01-30

申请号：US16043378

申请日：2018-07-24

Applicant: Avaya Inc.

Inventor： Dara Geary ,  Enda Dooley

IPC: G06Q10/06 ,  H04M3/22 ,  H04M3/51 ,  G06K9/62

Abstract: Providing training interventions in a contact center includes determining a first agent of the contact center to offer training to; selecting from a data store a first training item from among a plurality of training items related to addressing the same training opportunity, each of the plurality of training items having an associated effectiveness value; and assigning the first training item to the first agent. Subsequent to the first agent completing the first training item, an effectiveness of the first training item is measured; and based on the measured effectiveness, the effectiveness value associated with the first training item is adjusted.