Telephone call monitoring system

• US 6,959,079 B2
• Filed: 02/19/2003
• Issued: 10/25/2005
• Est. Priority Date: 02/14/2000
• Status: Expired due to Term

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Elazar, Avishai
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US10/367,749
• Publication Number:
  US 20030147522A1
• Time in Patent Office: 979 Days
• Field of Search: 379/265.06, 379/265.07, 379/265.02, 37926601-26603, 379 8801- 8804, 379/142.01, 379/112.01
• US Class Current: 379/265.06
• 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
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A monitoring system for monitoring agent telephonic interactions with customers and a method thereof is provided. The system may comprise a voice logger to receive and record audio of a telephone call received by the agent, a screen logger to receive and record video screen data associated with interactions of the agent with a computer during the telephone call and an event manager to determine whether the interactions meet at least one predefined monitoring condition.

Claims

1. A monitoring system for monitoring interactions of an agent with customers comprising:

a voice logger to receive and record audio of a telephone call of said 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 with the computer during the telephone call meet at least one predefined monitoring condition.

2. The monitoring system of claim 1, wherein said event manager is able to instruct said voice logger to begin recording an audio portion of said telephone call when said monitoring condition is satisfied.

3. The monitoring system of claim 1, wherein said event manager is able to instruct said voice logger to begin recording of an audio portion of said telephone call and to instruct said screen logger to begin recording generally in synchronicity with said voice logger at least a portion of said video screen data when said monitoring condition is satisfied.

4. The monitoring system of claim 1 further comprising:

a storage media to store at least a portion of recorded audio of said telephone call and recorded video screen data associated with said telephone call.

5. The monitoring system of claim 1, further comprising:

an evaluator coupled to said voice logger and to said screen logger to enable design of evaluation forms.

6. The monitoring system of claim 5, wherein said evaluator is able to perform automated evaluations based on predefined programming.