Monitoring service personnel
First Claim
1. A method for monitoring interaction between individuals engaged in a communication session embodied in interactive data transmitted between the individuals by way of a communication network, the method comprising:
- receiving the interactive data during transmission between the communication network and a communication device used by a first individual to participate in the communication session, wherein the interactive data is in the form of a plurality of data packets, wherein each data packet comprises a payload region storing a portion of the interactive data;
creating a plurality of segments of the interactive data by grouping together portions of the interactive data embodied in the payload region of a predetermined number of contiguously received data packets, wherein the predetermined number corresponds to a predetermined length of time;
capturing an activity data embodying actions by the first individual during the communication session;
creating a plurality of segments of the activity data according to the predetermined length of time; and
associating the plurality of segments of the interactive data with the plurality of segments of the activity data based on a common time reference thereby substantially synchronizing the interactive data and the activity data for subsequent playback.
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Accused Products
Abstract
An approach for monitoring interaction between individuals engaged in a communication session is disclosed. The individuals are described herein as a customer service representative and a customer and the communication session is accomplished over a communication network. Audio data embodying the communication session is copied and stored to a media file in conjunction with video data captured by a video capture device monitoring the customer service representative. The media file is a data structure in which the audio data and the video data are stored in segmented fashion. Each segment of audio data is associated with a segment of video data based on a common time reference, thereby providing synchronized documentation of the communication session. The media file is stored on a database and available to a supervisor using a server computer to monitor the communication session for quality assurance or other evaluation purposes.
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Citations
20 Claims
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1. A method for monitoring interaction between individuals engaged in a communication session embodied in interactive data transmitted between the individuals by way of a communication network, the method comprising:
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receiving the interactive data during transmission between the communication network and a communication device used by a first individual to participate in the communication session, wherein the interactive data is in the form of a plurality of data packets, wherein each data packet comprises a payload region storing a portion of the interactive data; creating a plurality of segments of the interactive data by grouping together portions of the interactive data embodied in the payload region of a predetermined number of contiguously received data packets, wherein the predetermined number corresponds to a predetermined length of time; capturing an activity data embodying actions by the first individual during the communication session; creating a plurality of segments of the activity data according to the predetermined length of time; and associating the plurality of segments of the interactive data with the plurality of segments of the activity data based on a common time reference thereby substantially synchronizing the interactive data and the activity data for subsequent playback. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for monitoring interaction between individuals engaged in communication sessions embodied in interactive data transmitted between the individuals by way of a communication network, the system comprising:
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a client communication device operable for use by a first individual to participate in the communication sessions; a monitoring module operable to select for recording the communication sessions to which the first individual has been selected for participation; a client computer communicatively connected to the communication network and the client communication device such that the client computer receives the interactive data transmitted therebetween, the interactive data being transmitted between the communication network and the client communication device in the form of a plurality of data packets, each data packet comprising a payload region storing a portion of the interactive data, wherein the client computer comprises an activity recording device operable to record an activity data embodying actions made by the first individual during the communication sessions; and a media file comprising the interactive data copied by the client computer during a selected communication session and the activity data recorded by the activity recording device during the selected communication session, wherein a predetermined number of the plurality of data packets contiguously received corresponding to a predetermined length of time are associated with the activity data for the predetermined length of time and are synchronized in the media file according to the predetermined length of time. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A computer storage medium having computer-executable instructions for performing a method for monitoring interaction between individuals engaged in a communication session, wherein the communication session is embodied in interactive data transmitted between the individuals by way of a communication network, the method comprising:
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receiving the interactive data during transmission between the communication network and a communication device used by a first individual to participate in the communication session, wherein the interactive data is in the form of a plurality of data packets, wherein each data packet comprises a payload region storing a portion of the interactive data; creating a plurality of segments of the interactive data by grouping together portions of the interactive data embodied in the payload region of a predetermined number of contiguously received data packets, wherein the predetermined number corresponds to a predetermined length of time; capturing an activity data embodying actions by the first individual during the communication session; creating a plurality of segments of the activity data according to the predetermined length of time; and associating the plurality of segments of the interactive data with the plurality of segments of the activity data based on a common time reference thereby substantially synchronizing the interactive data and the activity data for subsequent playback. - View Dependent Claims (18, 19, 20)
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Specification