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US 9,462,238 B1Granted
Remote agent capture and monitoring
AssigneeVerint Americas Inc.
InventorRobert John Barnes
Life of this patent
Estimating the term…
Abstract
Methods and systems for monitoring a remote agent. An agent's workstation may be provided with an application that receives a trigger condition at an agent workstation during a communication between the remote agent and a caller. During the communication, it may be determined if video imagery of the remote agent is required. If so, video imagery capture may be triggered. The video imagery may be associated with activities of the remote agent during the capture, and the video imagery stored at a recorder for later playback.
Claims21
A method for monitoring a remote agent, comprising:
- receiving, at a monitoring server, data polls and metadata from an agent workstation remote from the monitoring server;
- analyzing the metadata at the monitoring server;
- identifying, in the metadata, during an ongoing conversation between an agent at the agent workstation and a caller, whether a trigger condition exists at the agent workstation;
- and
- upon identifying by the monitoring server that the trigger condition exists:
- data recording telephone and on-screen computer activities associated with the agent at the agent workstation;
- capturing, during the ongoing conversation, video imagery of the agent or an environment in which the remote workstation is located,
- providing a common transaction identifier that associates the captured video imagery to the activities of the agent recorded during the capturing,
- identifying the agent using facial recognition,
- storing the captured video imagery, the common transaction identifier, the identity of the agent, and the telephone and on-screen recordings, in a data store, and
- determining whether the agent's activities are inconsistent with predetermined parameters associated with remote agent activities by at least reviewing contents of the data store;
- wherein the capturing of the video imagery is contingent upon the trigger condition being initiated, wherein the trigger condition is initiated upon screen data being entered by the agent into the agent workstation during the ongoing conversation.
9 more elements
A system, comprising:
- a processor;
- and
- a memory coupled to the processor, the memory storing instructions which when executed by the processor cause the system to perform a method comprising:
- transmitting, to a monitoring center, data comprising records of telephone and on-screen computer activities associated with an agent at an agent workstation remote from the monitoring center, said data further comprising metadata;
- analyzing, at the monitoring center, said metadata to identify whether a trigger condition exists at the agent workstation during an ongoing conversation between the agent and a caller;
- and
- upon identifying that trigger condition exists:
- capturing, during the ongoing conversation, video imagery of the agent or an environment in which the remote workstation is located,
- providing a common transaction identifier that associates the captured video imagery to the activities of the agent recorded during the capture,
- identifying the agent using facial recognition, storing the captured video imagery, the common transaction identifier, the identity of the agent, and the telephone and on-screen recordings, in a data store, and
- determining whether the agent's activities are inconsistent with predetermined parameters associated with agent activities by at least reviewing contents of the data store;
- wherein the capturing of the video imagery is contingent upon the trigger condition being initiated, wherein the trigger condition is initiated upon screen data being entered by the agent into the agent workstation during the ongoing conversation.
9 more elements
A non-transitory computer-readable medium having stored thereon a sequence of instructions which when executed by a system causes the system to perform a method comprising:
- recording in data updates and metadata telephone and on-screen computer activities associated with an agent at an agent workstation;
- identifying, at a monitoring center remote from the agent workstation, with the metadata whether a trigger condition exists at the agent workstation during an ongoing conversation between the agent and a caller;
- and
- upon identifying that the trigger condition exists:
- capturing, during the ongoing conversation, video imagery of the agent or an environment in which the remote workstation is located,
- providing a common transaction identifier that associates the captured video imagery to the activities of the agent recorded during the capture,
- identifying the agent using facial recognition, storing the captured video imagery, the common transaction identifier, the identity of the agent, and the telephone and on-screen recordings, in a data store, and
- determining whether the agent's activities are inconsistent with predetermined parameters associated with remote agent activities by at least reviewing contents of the data store;
- wherein the capturing of the video imagery is contingent upon the trigger condition being initiated, wherein the trigger condition is initiated upon screen data being entered by the agent into the agent workstation during the ongoing conversation.
6 more elements
Dependencies are inferred from the claim text.