Virtual communications assessment system in a multimedia environment

A recording system comprising:

• at least one agent computer configured to accommodate bi-directional communications over a network between the at least one agent computer and at least one customer computer, wherein the bi-directional communications traverse a data center server;
• a plurality of recording apparatuses connected over the network to the data center server, the at least one agent computer and the at least one customer computer;
• a load balancer connecting the recording apparatuses to the at least one agent computer and the at least one customer computer and receiving data streams representing respective portions of the bi-directional communications, the load balancer directing the portions of the bi-directional communications to a selected recording apparatus for storing recordings of the portions to recording memory;
• a topology processor tracking a respective status of bi-directional communications between pairs of the at least one agent computer and at least one customer computer and storing topology states in a topology memory bank, wherein the topology states comprise, for respective portions of the bi-directional communications, a data stream origination address, a data stream endpoint address, and a time stamp;
• and
• an archival system receiving the recordings according to archival rules accessing the topology states.

A system for scoring an agent interacting with customers by electronic means, comprising:

• an analytics server comprising a processor and a memory coupled to the processor;
• a remote agent workstation comprising respective applications operating thereon and in data communication with the analytics server over a network;
• a customer camera connected to a customer facing computer on the network such that a customer using the customer facing computer is within a customer camera field of view;
• an agent interaction camera connected to the remote agent workstation and the network such that an agent using the remote agent workstation is within an agent interaction camera field of view;
• wherein the analytics server, the remote agent workstation, and the customer facing computer are configured with respective memory storing computer implemented instructions to perform a method comprising the steps of:
• authenticating the agent at the remote agent workstation;
• scoring the agent according to score parameters stored in the memory of the analytics server by comparing the score parameters to customer audio data, customer video data, agent interaction audio data, and agent interaction video data.