Selective Dedication of Recording Resources to a Web Self-Service Interface

• US 20070136399A1
• Filed: 02/20/2007
• Published: 06/14/2007
• Est. Priority Date: 01/28/2002
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Spohrer, Dan, Safstrom, Dan
• Application Number:
  US11/676,818
• Publication Number:
  US 20070136399A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/40 of multimedia data, e.g. slideshows comprising image and additional audio data retrieval of still image data G06F16/50; retrieval of audio data G06F16/60; retrieval of video data G06F16/70
• CPC Class Codes: G06Q 40/12 Accounting
• CPC Class Codes: H04L 63/00 Network architectures or network communication protocols for network security cryptographic mechanisms or cryptographic arrangements for secret or secure communication H04L9/00; network architectures or network communication protocols for wireless network security H04W12/00; security arrangements for protecting computers or computer systems against unauthorised activity G06F21/00
• CPC Class Codes: H04L 63/30 for supporting lawful interception, monitoring or retaining of communications or communication related information circuit switched telephony call monitoring H04M3/2281
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/564 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

Claims

1-32. -32. (canceled)

33. A method for selectively dedicating resources for recording data exchanged between entities attached to a network including a web self-service interface in a contact center enterprise and a user, the method comprising the steps of:

selecting an interconnection point among a plurality of interconnection points in a network, including a point between a user and a server, or between the server and a data repository, the selection being based on a recording rule for recording data;

dedicating a recording resource to the selected interconnection point, the recording resource being operable to record navigations of the web self-service interface;

wherein the recording resource associates a unique machine identification and times with the recorded navigations, thereby enabling the identification of at least one session based upon the unique machine identification and the times associated with the recorded navigations.

34. The method of claim 33, wherein the recording resource comprises at least one active tap, the active tap being operable to selectively record only particular sessions that include a selective recording parameter configurable to be defined by the contact center enterprise.

35. The method of claim 34, wherein the recording resources comprise at least one passive tap, the passive tap being operable to record substantially all sessions.

36. The method of claim 35, wherein dedicating recording resources comprise choosing between said at least one active tap and said at least one passive tap based upon the recording objective.

37. The method of claim 36, wherein the recording objective comprises maximum available network bandwidth during a period of high usage of the web self-service interface.

38. The method of claim 36, wherein the recording objective comprises maximizing available network bandwidth during a period of high usage of the web self-service interface.

39. The method of claim 36, wherein the recording objective is to record as many sessions as possible.

40. The method of claim 33, wherein the web self-service interface further comprises a chat interface, whereby the user can interact with a contact center agent via the chat interface.

41. The method of claim 33, wherein the web self-service interface further comprises a voice interaction interface, whereby the user can interact with a contact center agent via the voice interaction interface.

42. The method of claim 33, wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record only a portion of the exchanged data.

43. The method of claim 41, wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record the exchanged data for quality monitoring.

44. The method of claim 33, wherein the step of selecting further comprises selecting the interconnection point between the user and the server when the recording objective is to record a data exchange from the user'"'"'s perspective.

45. The method of claim 33, wherein the step of selecting further comprises selecting the interconnection point between the server and the agent to when the recording objective is to recording a data exchange from the agent'"'"'s perspective.

46. A selective recording system operable to selectively dedicate recording resources to at least one of a plurality of interconnection points between a user and a web self-service interface in a contact center enterprise, the system comprising:

a selection agent configured to select from among a plurality of interconnection points in a network, including points between a user and a server, or between the server and a data repository, the selection being based on a recording rule for recording user navigations of the web self-service interface;

a dedication agent configured to dedicate a recording resource to the selected interconnection point, the recording resource being operable to record user navigations of the web self-service interface;

recording resources configured to communicated with the dedication agent and to record the user navigations captured via the selected interconnection point, based upon instructions from the dedication agent; and

wherein the recording resources associate a unique machine identification and times with recorded navigations of the web self-service interface, thereby enabling the identification of a session based upon the unique machine identification and the times associated with the recorded navigations.

47. The method of claim 46, wherein the recording resources comprise at least one active tap, the active tap being operable to selectively record only particular sessions that include a selective recording parameter, configurable to be defined by the contact center enterprise.

48. The method of claim 47, wherein the recording resources comprise at least one passive tap, the passive tap being operable to record substantially all sessions.

49. The method of claim 48, wherein the dedication agent is operable to dedicate recording resources by choosing between said at least one active tap and said at least one passive tap based upon the recording objective.

50. The method of claim 49, wherein the recording objective comprises maximizing available system data storage space.

51. The method of claim 49, wherein the recording objective comprises maximum available network bandwidth during a period of high usage of the web self-service interface.

52. The method of claim 49, wherein the recording objective is to record as many sessions as possible.

54. The method of claim 46, wherein the web self-service interface further comprises a voice interaction interface, whereby the user can interact with a contact center agent via the voice interaction interface.

55. The method of claim 46, wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record only a portion of the exchanged data.

56. The method of claim 55, wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record the exchanged data for quality monitoring.

57. The method of claim 46, wherein the step of selecting further comprises selecting the interconnection point between the user and the server when the recording objective is to record a data exchange from the user'"'"'s perspective.

58. The method of claim 46, where in the step of selecting further comprises selecting the interconnection point between the user and the server when the recording objective is to record a data exchange from the agent'"'"'s perspective.

52-1. The method of claim 46, wherein the web self-service interface further comprises a chat interface, whereby the user can interact with a contact center agent via the chat interface.

59. One or more computer readable media programmed to selectively dedicate recording resources used to record data exchanged between entities attached to a network, including at least one web self-service interface in an contact center enterprise and a user, the computer readable media comprising:

a selection component configured to select from among a plurality of interconnection points in the network, the plurality of interconnection points including at least one point between the user and the server, between the server and a data distributor connected to the user and the web server, or between the web server and the server for recording the exchanged data based on an at least one rule for recording data;

a dedication component configured to dedicate recording resources to the selected interconnection point, the recording resources being operable to record user navigations of a web self-service interface;

wherein the recording resources are operable to associate unique machine identifications and times with the recorded navigations, thereby enabling the identification of a session based upon the unique machine identifications and the times associated with the recorded navigations;

wherein the selection from among the interconnection points includes a selection between one or more active taps and one or more passive taps.