Apparatus and method for monitoring and adapting to environmental factors within a contact center

A method for monitoring contact center activity, comprising:

• recording data associated with a plurality of communications with the contact center, wherein the recording is based on a first set of contact center recording rules which regulate at least one of recording volumes, types of calls recorded and agents selected for recording;
• evaluating environmental data associated with the contact center against predetermined data;
• and
• automatically and dynamically changing the first set of contact center recording rules based on the evaluation.

A quality monitoring interface accessing contact center information, comprising:

• a recording device recording multimedia data associated with a contact center communication;
• a database storing the recorded multimedia data;
• an analyzer evaluating the recorded multimedia data to determine whether handling of contact center communication is above or below standards;
• and
• one or more display devices displaying one or more messages indicating whether the handling of the contact center communication is above or below the standards, wherein the analyzer determines the one or more messages to be displayed.

A quality monitoring interface accessing contact center information, comprising:

• an environmental recording device recording environmental data associated with the operation of a contact center;
• an agent data recording device recording information regarding the activity of a contact center agent within the contact center;
• an analyzer comparing the recorded agent data against contact center performance standards;
• and
• a display device presenting agent performance as analyzed against the performance standards,
• wherein the analyzer adjusts the stored contact center performance standards based on the recorded environmental data prior to comparing the recorded agent data against the stored contact center performance standards.

A method for processing contact center information, comprising:

• recording data associated with one or more communications with a contact center, wherein the recording of data is controlled by a first set of recording rules;
• analyzing the recorded data and environmental data associated with the contact center against a predetermined set of standards established for the contact center;
• and
• dynamically changing the first set of recording rules as a result of the analysis.

A method for rules-based recording of information at a communications contact center, comprising:

• recording environmental data associated with the operation of a contact center based on an active set of recording rules;
• storing the recorded environmental data in a historical database;
• periodically analyzing the stored environmental data to determine historical queue states;
• comparing the recorded environmental data against the historical queue states;
• and
• implementing a new set of active recording rules upon detecting a change in the queue state based on the comparison.

A method for displaying contact center information, comprising:

• recording data associated with one or more communications with a contact center, wherein the recording is based on one or more recording rules;
• comparing the recorded data against predetermined contact center parameters to determine whether handling of the one, or more communications is above or below standards corresponding to the predetermined contact center parameters;
• displaying messages to contact center personnel, reporting contact center activity as compared against the parameters to indicate whether the handling of the one or more communications is above or below the standards;
• and
• storing said displayed messages.

A quality monitoring interface accessing contact center information, comprising:

• a recording device recording multimedia data associated with a contact center communication;
• a database storing the recorded multimedia data;
• an analyzer evaluating the recorded multimedia data;
• and
• one or more display devices displaying one or more messages, wherein the analyzer determines the one or more messages to be displayed,
• wherein the recording device records multimedia data comprising two or more of:
• video data of an exchange between a customer and a contact center agent;
• electronic mail data related to the communication;
• and facsimile data related to the communication.