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Telephone call monitoring system

  • US 20030147522A1
  • Filed: 02/19/2003
  • Published: 08/07/2003
  • Est. Priority Date: 02/14/2000
  • Status: Active Grant
First Claim
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1. A monitoring system comprising:

  • a voice logger to receive and record audio of a telephone call received by an 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 meet at least one predefined monitoring condition.

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