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US 6,959,079 B2Granted
Telephone call monitoring system
AssigneeNice Systems Ltd.
InventorAvishai Elazar
Life of this patent
Estimating the term…
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.
Claims6
A monitoring system for monitoring interactions of an agent with customers comprising:
- a voice logger to receive and record audio of a telephone call of said 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 with the computer during the telephone call meet at least one predefined monitoring condition.
1 more element
Dependencies are inferred from the claim text.