Remote agent capture and monitoring
First Claim
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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 andupon 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.
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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.
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Citations
20 Claims
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1. A method for monitoring a remote agent, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for monitoring a remote agent, comprising:
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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. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A system, comprising:
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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. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification