Abstract: A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation and potentially return to work. When, during operation of the contact center, a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents responding and agreeing to be recalled are then recalled by being scheduled to work at certain recall times. In another embodiment, agent's break times can be shifted to potentially accommodate unexpected changes in the required agent resources. The RAMS allows administrators and agents a limited amount of flexibility in adapting agent work schedules to accommodate unplanned needs for agent resources.

Abstract: A training portal facilitates an agent's management of training courses, including reviewing a training goal, indicating training courses available for the agent to download, downloading a specified training course to the agent, and receiving uploaded test results associated with a previously downloaded training course. The training portal may cooperate with an e-learning system for identifying downloadable courses, and may cooperate with a content delivery system for receiving the specified course which is to be downloaded to the agent. At a subsequent time, after the agent has interacted with a testing portion of the downloadable course, the agent may upload the test results to the portal. The training portal may be configured to receive test results uploaded within a certain time period. Once the training portal receives the test results, it provides the test results to the content delivery source. The content delivery source may then update the e-learning system.

Abstract: A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation and potentially return to work. When, during operation of the contact center, a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents responding and agreeing to be recalled are then recalled by being scheduled to work at certain recall times. In another embodiment, agent's break times can be shifted to potentially accommodate unexpected changes in the required agent resources. The RAMS allows administrators and agents a limited amount of flexibility in adapting agent work schedules to accommodate unplanned needs for agent resources.