Method, Apparatus, and System for Capturing Data Exchanged Between a Server and a User

• US 20080281870A1
• Filed: 05/12/2008
• Published: 11/13/2008
• Est. Priority Date: 01/31/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated), Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Owen, Joseph H. Jr., Boyers, Albert S., Choragudi, Ram, Straut, Christopher
• Granted Patent: US 7,953,719 B2
• Time in Patent Office: Days
• US Class Current: 707/104.1
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: G06F 11/3476 Data logging G06F11/14, G06F11/2205 take precedence
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet
• CPC Class Codes: H04L 67/5682 Policies or rules for updating, deleting or replacing the stored data
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user. Interception and storing may be performed concurrently for capturing data exchanged simultaneously between a plurality of servers and the user, the server and a plurality of users, or a plurality of servers and a plurality of users.

Claims

1-35. -35. (canceled)

36. A method for recording data exchanged between at least one contact center agent and at least one customer in a contact center environment, the method comprising the steps of:

receiving data exchanged between a contact center agent and a customer via a proxy server that operates independently from the contact center agent and the customer;

filtering data from among the received data that satisfies a predefined rule, wherein the filtering is based upon the content of the data;

recording at least a portion of the received data; and

analyzing a customer experience associated with the recorded data;

wherein the steps of filtering and recording occur substantially in real-time and operate to record only the selected received data that satisfies the predefined rule while discarding other received data, thereby reducing storage requirements.

37. The method of claim 36, wherein the receiving and recording are performed transparently to the customer.

38. The method of claim 36, wherein the data includes at least one of events, attributes, images, user customer identifications, requests, or responses.

39. The method of claim 36, wherein the data is exchanged in the form of an Internet protocol and is assembled into a web page view for the customer.

40. The method of claim 38, wherein only a predetermined portion of the data is recorded.

41. The method of claim 40, wherein only requests or responses are recorded.

42. The method of claim 36, wherein the customer is a web server or a web browser, and the contact center agent is a web server.

43. The method of claim 36, wherein the step of receiving is performed continuously, and the step of recording is performed during a predetermined time window or at predetermined time intervals.

44. The method of claim 36, further comprising forwarding the received data from the contact center agent or the customer to the customer or the contact center agent, respectively;

45. The method of claim 36, further comprising replaying data exchanged between the contact center agent and the customer, using the recorded data.

46. The method of claim 36, wherein data is exchanged between a plurality of contact center agents and customers, the contact center agent and a plurality of customers, or a plurality of contact center agents and a plurality of customers.

47. The method of claim 46, wherein the steps are performed concurrently for recording data exchanged simultaneously between the plurality of contact center agents and the customer, the contact center agent and the plurality of customers, or the plurality of contact center agents and the plurality of customers.

48. A system for recording data in a contact center environment, comprising:

at least one contact center agent, the contact center agent being configured to exchange data with at least one customer;

at least one proxy server connected between the contact center agent and the customer and operating independently from the contact center agent and the customer, wherein the proxy server receives data exchanged between the contact center agent and the customer; and

a filter coupled to the proxy server wherein the filter identifies the portion of the received data by determining if the received data satisfies a predefined rule, thereby producing filtered data for the proxy server to record and discarding received data that does not satisfy the predefined rule;

wherein the filter is operable to identify the portion of the received data based upon the content of the received data;

wherein the proxy server is operable to record a portion of the received data;

wherein the filter works in real-time to filter the received data before the portion of the received data is recorded thereby reducing storage requirements;

wherein the recorded data is used to analyze customer experience.

49. The system of claim 48, wherein the proxy server performs receiving and recording transparently to the customer.

50. The system of claim 48, wherein the data includes at least one of events, attributes, images, customer identifications, requests, and responses.

51. The system of claim 48, wherein the data is exchanged in the form of an Internet protocol and is assembled into a web page for display to the customer.

52. The system of claim 50, wherein only a predetermined portion of the data used to display the web page is recorded.

53. The system of claim 52, wherein only requests or responses are recorded.

54. The system of claim 48, wherein the customer is a web server or a web browser, and the contact center agent is a web server.

55. The system of claim 48, wherein the data is received continuously and is recorded during a predetermined time window or at predetermined time intervals.

56. The system of claim 48, wherein the proxy server is operable to forward the received data from the contact center agent or the customer to the customer or the contact center agent, respectively

57. The system of claim 48, wherein the recorded data is used for replaying data exchanged between the contact center agent and the customer.

58. The system of claim 48, wherein data exchanged between a plurality of contact center agents and the customer, the contact center agent and a plurality of customers, or a plurality of contact center agents and a plurality of customers is recorded.

59. The system of claim 58, wherein data simultaneously exchanged between the plurality of contact center agents and the customer, the contact center agent and the plurality of customers, or the plurality of contact center agents and the plurality of customers is recorded concurrently.

60. A method of recording received data from a contact center environment, comprising:

capturing interaction data, the interaction data comprising data communicated between a customer and a contact center during a contact center interaction, the interaction data being captured without interrupting the contact center interaction;

filtering the captured interaction data based upon pre-defined rules to produce filtered data, the pre-defined rules outlining the contact center interactions that are to be maintained based upon the content of the interaction data;

recording the filtered data to a data store;

discarding captured data that does not satisfy pre-defined rules; and

analyzing the recorded data to determine the user experience;

wherein the filtering step reduces storage requirements associated with the data store.