Versatile resource computer-based training system

Abstract

A computer-based training (CBT) system using versatile resources to support multiple training scenarios in a multi-user environment. The CBT system includes an authoring program module accessible by a lesson designer to create a number of lessons. The CBT system includes one or more runner program modules accessible by lesson takers for running the lessons created with the authoring program module. The CBT system also includes a relational database accessible by the runner program modules and comprises administrative information and information for retrieving desired resources. The versatile resources reduce the memory storage requirements for a CBT system capable of supporting multiple training scenarios in a multi-user network environment. The CBT system realistically simulates multi-mode communication systems and implements progressive mentoring and voice-based progression methodologies.

1 . A computer-implemented method for receiving training comprising: 
 accessing a runner program module with a client computing device;    selecting a lesson using the runner program module;    receiving a graphical resource associated with the lesson at the client computing device; and    receiving an audio resource associated with the lesson.    
   
   
       2 . The computer-implemented method of  claim 1 , wherein the graphical resource is received from a lesson server.  
   
   
       3 . The computer-implemented method of  claim 1 , wherein the audio resource is received from an audio server.  
   
   
       4 . The computer-implemented method of  claim 2 , further comprising the step of transmitting a response to the lesson server.  
   
   
       5 . The computer-implemented method of  claim 3 , further comprising the step of transmitting a response to the audio server.  
   
   
       6 . The computer-implemented method of  claim 1 , further comprising the steps of: 
 providing a response to the graphical resource and the audio resource; and    in response to providing the response, receiving a new graphical resource associated with the lesson and receiving a new audio resource associated with the lesson.    
   
   
       7 . The computer-implemented method of  claim 1 , wherein the audio resource is synchronized with the graphical resource.  
   
   
       8 . The computer-implemented method of  claim 3 , wherein the audio server is connected to a private branch exchange system.  
   
   
       9 . The computer-implemented method of  claim 1 , wherein the audio resource is received through a wireless communication device.  
   
   
       10 . The computer-implemented method of  claim 1 , wherein the audio resource is received through a telephone.  
   
   
       11 . The computer-implemented method of  claim 1 , wherein the graphical resource displays a pilot number associated with an audio server.  
   
   
       12 . The computer-implemented method of  claim 1 , wherein the audio resource further comprises voice interactivity.  
   
   
       13 . A computer-readable medium having computer-executable instructions for performing the steps recited in  claim 1 .  
   
   
       14 . A computer-implemented method for simulating the work of a contact center agent comprising: 
 receiving a request for a lesson from the contact center agent, the lesson comprising a first resource type and a second resource type; and    transmitting the lesson to the contact center agent via a first mode associated with the first resource type and a second mode associated with the second resource type.    
   
   
       15 . The computer-implemented method of  claim 14 , wherein the first mode is a computing device and the second mode is a communication device.  
   
   
       16 . The computer-implemented method of  claim 14 , wherein the lesson is in a demonstration status that does not require a response from the contact center agent.  
   
   
       17 . The computer-implemented method of  claim 14 , wherein the lesson is in a training status that requires a response from the contact center agent.  
   
   
       18 . The computer-implemented method of  claim 14 , wherein the lesson further comprises a test of the contact center agent's skills.  
   
   
       19 . The computer-implemented method of  claim 15 , wherein the communication device is connected to a private branch exchange system.  
   
   
       20 . The computer-implemented method of  claim 15 , wherein the communication device is a wireless telecommunication device.  
   
   
       21 . The computer-implemented method of  claim 15 , wherein the communication device is a telephone.  
   
   
       22 . The computer-implemented method of  claim 14 , wherein the second resource type further comprises voice interactivity.  
   
   
       23 . The computer-implemented method of  claim 14 , wherein the first resource type is synchronized with the second resource type.  
   
   
       24 . A computer-readable medium having computer-executable instructions for performing the steps recited in  claim 14.