Remote agent capture and monitoring

• US 10,244,209 B1
• Filed: 08/31/2016
• Issued: 03/26/2019
• Est. Priority Date: 10/30/2009
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Barnes, Robert John
• Primary Examiner(s): Dang, Hung Q
• Application Number:
  US15/253,017
• Time in Patent Office: 937 Days
• Field of Search: 386223-224, 386239-248, 386228-229
• CPC Class Codes: G06F 16/61 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/71 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G11B 27/10 Indexing; Addressing; Timing or synchronising; Measuring tape travel
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04N 5/04 Synchronising for television systems using pulse code modulation H04N7/56
• CPC Class Codes: H04N 5/77 between a recording apparatus and a television camera
• CPC Class Codes: H04N 7/183 for receiving images from a single remote source
• CPC Class Codes: H04N 7/188 Capturing isolated or intermittent images triggered by the occurrence of a predetermined event, e.g. an object reaching a predetermined position signal generation from motion picture films H04N5/253
• CPC Class Codes: H04N 9/29 using demagnetisation or compensation of external magnetic fields

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.

Claims

1. A method for monitoring a remote agent, comprising:

receiving, at a monitoring server, data poll updates from a remote agent workstation subject to a series of data polls, the data poll updates including workstation data corresponding to changed regions of a screen display detected between the data polls;

identifying, at the monitoring server, a trigger condition from the data poll updates and

upon identifying by the monitoring server that the trigger condition exists;

controlling, with the monitoring server, data recording of telephone and on-screen computer activities associated with the agent at a remote location;

capturing video imagery from the remote agent workstation, wherein the capturing of video imagery is controlled by the monitoring server while the video imagery is transmitted as a continuous data stream from the camera to the monitoring server;

configuring the data recording and the video imagery capturing as passive processes not visible to the end user; and

storing call records in a call records database, the call records comprising the telephone and on-screen computer activities, video imagery and metadata that includes any trigger condition that was identified for a respective call record;

configuring a statistics collection module on the monitor server to search the call records to detect patterns of behavior from multiple call records and multiple instances of triggers in the call records; and

using the statistics collection module to determine additional triggers from the patterns of behavior for use by the monitoring server.

2. A method according to claim 1, further comprising capturing video imagery of an environment in which the remote workstation is located.

3. A method according to claim 1, further comprising:

storing in the call records database video of an agent at the remote agent workstation and the telephone and on-screen recordings and

determining whether the agent'"'"'s activities are inconsistent with predetermined parameters associated with remote agent activities by at least reviewing selected contents of the call records database.

4. A method according to claim 1, further comprising initiating the data recording upon screen data being entered by a remote agent into the remote agent workstation during an ongoing conversation between the remote agent and a caller.

5. A method according to claim 1, further comprising configuring the remote agent work station to send the data poll updates to the monitoring server without prompting by the monitoring server.

6. A method according to claim 1, further comprising receiving the polling updates at the monitoring server from the remote agent workstation after the remote agent workstation intercepts workstation data by hooking.

7. A method according to claim 1, further comprising receiving the polling updates at the monitoring server from the remote agent workstation after the remote agent workstation intercepts workstation data by scraping.

8. A method according to claim 1, further comprising receiving the polling updates from the remote agent workstation after the remote agent workstation intercepts workstation data in the form of graphics primitives.

9. A method for monitoring a remote agent, comprising:

generating graphics primitive commands with a plurality of respective applications operating on a remote agent workstation;

subjecting the remote agent workstation to a series of data polls from a monitoring server;

identifying, with the remote agent workstation, current data poll updates for the respective applications by comparing graphics primitive commands generated for the respective applications;

receiving, at the monitoring server, at least one data poll update from at least one of the applications running on the remote agent workstation, the data poll updates including workstation data corresponding to changed regions of a screen display detected among the respective primitive graphics commands between the data polls at the workstation;

storing the at least one data poll update in call records in a call records database accessible by the monitoring server,

determining, at the monitoring server, at least one trigger condition from historical data poll updates stored in a plurality of call records and

upon identifying by the monitoring server that the trigger condition exists in the current data poll updates;

controlling, with the monitoring server, data recording of telephone and on-screen computer activities associated with the remote agent workstation; and

capturing, during the data recording, video imagery of an agent at the remote agent workstation, wherein the capturing is controlled by the monitoring server;

configuring the data recording and the video imagery capturing as passive processes not visible to the end user;

adding metadata to the information gathered from the data recording and the capturing and

storing the telephone and on-screen computer activities and video imagery and metadata in the call records database accessible by a monitoring workstation.

10. A method according to claim 9, further comprising capturing video imagery of an environment in which the remote workstation is located.

11. A method according to claim 9, further comprising:

storing the video imagery and the telephone and on-screen recordings, in the database, and

determining whether the agent'"'"'s activities are inconsistent with predetermined parameters associated with remote agent activities by at least reviewing selected contents of the database.

12. A method according to claim 9, further comprising sending data poll updates to the monitoring server without prompting by the monitoring server.

13. A method according to claim 9, further comprising receiving the polling updates from the remote agent workstation after the remote agent workstation intercepts workstation data by hooking.

14. A method according to claim 9, further comprising receiving the polling updates from the remote agent workstation after the remote agent workstation intercepts workstation data by scraping.

15. A system, comprising:

a monitoring server comprising a processor and a memory coupled to the processor, the memory storing a set of trigger condition data;

a remote agent workstation comprising a graphics engine and respective applications operating thereon and in data communication with the monitoring server, wherein the monitoring server and the remote agent workstation are configured with respective computer implemented instructions to perform a method comprising the steps of;

receiving, at the monitoring server, data poll updates from a remote agent workstation subject to a series of data polls, the data poll updates corresponding to changes in workstation data detected between the data polls at the remote agent workstation;

storing call records in a call records database, the call records comprising the changes in workstation data detected between the data polls at the remote agent workstation and metadata identified for a respective call record;

configuring a statistics collection module on the monitor server to search the call records to detect patterns of behavior from multiple call records; and

using the statistics collection module to determine additional trigger conditions from the patterns of behavior, for use by the monitoring server,

identifying, at the monitoring server, the presence of at least one of the trigger conditions from the data poll updates, and upon identifying by the monitoring server that the trigger condition exists;

controlling, with the monitoring server, data recording of telephone and on-screen computer activities associated with the remote agent workstation;

capturing video imagery from the remote agent workstation, wherein the capturing of video imagery is controlled by the monitoring server while the video imagery is transmitted as a continuous data stream from the camera to the monitoring server;

configuring the remote agent workstation to identify the data recording and the video imagery capturing as passive processes not visible to the end user;

adding metadata including the identified trigger condition to the information gathered from the data recording and the capturing and

storing the telephone and on-screen computer activities and video imagery and the metadata in the call records database such that storing the identified trigger condition makes the identified trigger condition available to determine additional trigger conditions and additional patterns of behavior.

16. A system according to claim 15, further comprising an agent processor and agent memory configured to compile the data poll updates by comparing graphics primitive commands generated by respective applications running at the remote agent workstation.

17. A system according to claim 15, wherein detecting changes in the graphics primitive commands comprises detecting automatic screen changes produced by at least one of the respective applications.

18. A system according to claim 15, further comprising synchronizing the data recording of telephone data, on-screen computer activities, and video imagery.

19. A system according to claim 15, further comprising a monitoring workstation in data communication with the monitoring server and the remote agent workstation, wherein the monitoring workstation is configured to replay a selection from the call records database.

20. A system according to claim 15, wherein the monitoring server further comprises computer implemented instructions configured to identify the presence of a trigger condition during a previously triggered data recording of workstation data.