Method, apparatus, and system for capturing data exchanged between a server and a user
First Claim
1. 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.
7 Assignments
0 Petitions
Accused Products
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.
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Citations
24 Claims
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1. 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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system for recording data in a contact center environment, comprising:
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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. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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Specification