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US 6,038,544 AGranted
System and method for determining the performance of a user responding to a call
AssigneeTeknekron Infoswitch Corporation
InventorsDavid R. Machin, Jon Anton
Life of this patent
Estimating the term…
Abstract
A system for determining the performance of a user responding to a call includes a processor, a memory, and an interface. The system presents stored audible and textual information to a user to simulate a call, and generates scores to determine the performance of the user in responding to the calls.
Claims31
A system for determining the performance of a user responding to a call, comprising:
- a memory operable to store a plurality of prerecorded incoming voice segments that simulate an incoming call;
- an interface operable to communicate the incoming voice segments to the user, the interface further operable to receive user input as the user responds to the incoming voice segments;
- and
- a processor coupled to the memory and the interface, the processor operable to select the incoming voice segments to communicate, the processor further operable to determine the performance of the user based on the user input.
1 more element
A method for determining the performance of a user responding to a call, comprising:
- audibly communicating a plurality of prerecorded incoming voice segments that simulate an incoming call to a user;
- receiving user input as the user responds to the incoming voice segments;
- and
- determining the performance of the user based on the user input.
1 more element
A computer for determining the performance of a user responding to a call, comprising:
- a memory operable to store a portion of an incoming call as a first prerecorded incoming voice segment, a plurality of responses associated with the first incoming voice segment, and a plurality of second prerecorded incoming voice segments, each second prerecorded incoming voice segment associated with a corresponding response;
- an interface operable to communicate the first incoming voice segment to the user, the interface further operable to receive user input specifying a selected response as the user responds to the first incoming voice segment;
- and
- a processor coupled to the memory and the interface, the processor operable to select the second incoming voice segment associated with the selected response for communication to the user, the processor further operable to determine the performance of the user based on whether the selected response is the most appropriate.
1 more element
Dependencies are inferred from the claim text.