Telephone call monitoring system
AssigneeNice Systems Ltd.
InventorAvishai Elazar
Life of this patent
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Abstract
A monitoring system for monitoring agent telephonic interactions with customers and a method thereof is provided. The system may comprise a voice logger to receive and record audio of a telephone call received by the agent, a screen logger to receive and record video screen data associated with interactions of the agent with a computer during the telephone call and an event manager to determine whether the interactions meet at least one predefined monitoring condition.
Claims15
A monitoring system comprising:
- a voice logger to receive and record audio of a telephone call received by an agent;
- a screen logger to receive and record video screen data associated with interactions of said agent with a computer during the telephone call;
- and
- an event manager to determine whether said interactions meet at least one predefined monitoring condition.
A method comprising:
- recording at least a portion of a telephone call received by an agent when one of a predetermined list of skills matches a predetermined skill of said agent.
A method comprising:
- receiving at least one of audio data and screen data associated with a telephone call received by an agent;
- and
- performing an automated evaluation of said agent based on said data.
A method comprising:
- recording at least a portion of a telephone call received by an agent when at least one predefined monitoring condition is satisfied;
- and
- modifying said predefined monitoring condition based on changes in data associated with said agent.
An article comprising a storage medium having stored thereon instructions that, when executed by a computing platform, result in:
- determining whether interactions of an agent with a computer during a telephone call received by said agent meet at least one predefined monitoring condition;
- and
- recording at least a portion of said telephone call.
Dependencies are inferred from the claim text.