SYSTEMS AND METHODS FOR DESKTOP DATA RECORDING FOR CUSTOMER AGENT INTERACTIONS
First Claim
1. A method for recording information about a customer-agent interaction, the method comprising:
- at a computer operated by an agent who is interacting with a customer, recording the customer-agent interaction that includes a voice communication between the agent and the customer, by;
recording voice data associated with the interaction;
recording screen data obtained from a display of the computer as it is used during the interaction by the agent;
recording desktop data that is associated with the display of the computer and that is distinct from the screen data; and
upon termination of the interaction, transmitting the recorded voice data, screen data, and desktop data to a remote server for storage.
1 Assignment
0 Petitions
Accused Products
Abstract
Methods and systems for data recording for customer-agent interactions are described. The described system may include a Desktop Data Recording Client (“DDRC”), which is an application or other module installed on an agent'"'"'s computing system or device that collects and records various data types from a computer desktop and telephone during a phone or electronic interaction with a third party, such as a customer. The DDRC can be configured to stop and restart data collection and recording of sensitive data for security purposes to ensure that this type of data is not stored or retrievable. The specific data types that may be collected and recorded include: voice recording, computing device screen capture, desktop data collection at a summary and/or detailed level and in call-based on continuous modes, and recording start/stop indications.
22 Citations
20 Claims
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1. A method for recording information about a customer-agent interaction, the method comprising:
at a computer operated by an agent who is interacting with a customer, recording the customer-agent interaction that includes a voice communication between the agent and the customer, by; recording voice data associated with the interaction; recording screen data obtained from a display of the computer as it is used during the interaction by the agent; recording desktop data that is associated with the display of the computer and that is distinct from the screen data; and upon termination of the interaction, transmitting the recorded voice data, screen data, and desktop data to a remote server for storage. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A non-transitory computer-readable medium including contents that are configured, when executed, to cause a computing system to perform a method for recording a customer-agent interaction, the method comprising:
at a computer operated by an agent who is interacting with a customer, recording the customer-agent interaction that includes a voice communication between the agent and the customer, by; recording voice data associated with the interaction; recording screen data obtained from a display of the computer as it is used during the interaction by the agent; recording desktop data that is associated with the display of the computer and that is distinct from the screen data; and upon termination of the interaction, transmitting the recorded voice data, screen data, and desktop data to a remote server for storage.
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18. A system for recording a customer-agent interaction, the system comprising:
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a processor; a memory; and a module that is stored in the memory and that is configured, when executed by the processor, to; record the customer-agent interaction that includes a voice communication between the agent and the customer, by; recording voice data associated with the interaction; recording screen data obtained from a display of the computer as it is used during the interaction by the agent; recording desktop data that is associated with the display of the computer and that is distinct from the screen data; and upon termination of the interaction, transmitting the recorded voice data, screen data, and desktop data to a remote server for storage. - View Dependent Claims (19, 20)
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Specification