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Complex recording trigger

  • US 20070201675A1
  • Filed: 02/24/2006
  • Published: 08/30/2007
  • Est. Priority Date: 01/28/2002
  • Status: Active Grant
First Claim
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1. A selective recording system having a complex recording trigger, the system comprising:

  • an activity monitor configured monitor the activities of agents by recording telephone and on-screen computer activities associated with the agent;

    an activity analyzer configured to analyze historical activities recorded by the activity monitor, and to detect patterns of activities comprising behaviors, such that future activities of the user can be estimated using the detected behavior;

    wherein the activity analyzer compares an agent'"'"'s historical activities to schedule information received from a workforce management system as well as comparing the agent'"'"'s activities to a historical record of a peer group associated with the agent to determine whether the agent'"'"'s activities are inconsistent with the activities of the peer group;

    a complex recording trigger configured to receive the behavior from the activity analyzer and determine whether to monitor an agent based upon the behavior, the complex recording trigger being further configured to instruct the activity monitor to selectively record a specific agent'"'"'s activities based upon the determination; and

    wherein the complex recording trigger can be configured to record future telephone activity, on-screen computer activity, or combinations thereof based upon behaviors that a business selects to monitor.

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