Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location

• US 8,861,707 B2
• Filed: 06/24/2005
• Issued: 10/14/2014
• Est. Priority Date: 05/31/1996
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Beckett, Stephen Marshall II, Beckett, Rebecca L., Lamberti, Santino J. Jr., House, Donald Andrew
• Primary Examiner(s): Elahee, Md S
• Application Number:
  US11/166,630
• Publication Number:
  US 20060126817A1
• Time in Patent Office: 3,399 Days
• Field of Search: 37926501-2661, 379/309, 379 8822- 8826, 379/268.06, 379/32.01, 379/88.11, 379/100.05, 379/133, 709/224, 705/11
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Systems and methods for monitoring computer user screen an telephone activity from a remote location are provided. The method includes the steps of recording data corresponding to two actual sequential screen changes at the monitored workstation and storing the screen change-related data; recording data corresponding to audio telephone conversation occurring at the monitored workstation during the sequential screen changes and storing the audio telephone conversion-related data; subsequent to steps “a” and “b”, playing back, with the use of the screen change-related data and the audio telephone conversation-related data, the audio telephone conversation with the sequential screen changes as they both happened in real time at the monitored workstation, to allow a monitoring workstation to view and hear on-screen and telephone activities as they occurred at the monitored workstation; and, providing training to an agent at the monitored workstation based upon the played back audio and sequential screen changes.

Claims

1. A method of training an agent associated with a monitored workstation having a display screen and a telephone extension, said method comprising:

a) recording graphical information entered by an agent during a communication session, the graphical information corresponding to two actual sequential screen changes occurring at said monitored workstation and storing said screen change related graphical information;

b) recording data corresponding to audio telephone conversation in the communication session occurring at said monitored workstation during said two actual sequential screen changes and storing said audio telephone conversion-related data;

c) subsequent to steps a) and b), playing back, with the use of said screen change-related graphical information and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said sequential screen changes as they both happened in real time at said monitored workstation, to allow one at a monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation; and

d) providing training to an agent associated with said monitored workstation based upon the played back audio telephone conversation and sequential screen changes.

2. The method of claim 1, wherein the step of providing training comprises providing training which is not disruptive of the agent'"'"'s work activities.

3. The method of claim 1, further comprising the step of determining efficiency of the agent'"'"'s work activities based upon the played back audio telephone conversation and sequential screen changes.

4. The method of claim 1, further comprising the step of providing feedback to the agent based upon the played back audio telephone conversation and sequential screen changes.

5. A method of supervising an agent associated with a monitored workstation having a display screen and a telephone extension, said method comprising:

a) recording graphical information entered by an agent during a communication session, the graphical information corresponding to two actual sequential screen changes occurring at said monitored workstation and storing said screen change related graphical information;

b) recording data corresponding to audio telephone conversation during the communication session occurring at said monitored workstation during said two actual sequential screen changes and storing said audio telephone conversation-related data;

c) subsequent to steps a) and b), playing back, with the use of said screen change-related graphical information and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said sequential screen changes as they both happened in real time at said monitored workstation, to allow one at a monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation; and

d) providing feedback to an agent associated with said monitored workstation based upon the played back audio telephone conversation and sequential screen changes.

6. The method of claim 5, further comprising the step of providing training to the agent associated with said monitored workstation.

7. The method of claim 5, further comprising the step of determining efficiency of the agent'"'"'s work activities based upon the played back audio telephone conversation and sequential screen changes.

8. An apparatus for supervising an agent associated with a monitored workstation having a display screen and a telephone extension, said apparatus comprising:

means for recording graphical information entered by an agent during a communication session, the graphical information corresponding to two actual sequential screen changes occurring at said monitored workstation and storing said screen change related graphical information;

means for recording data corresponding to audio telephone conversation occurring at said monitored workstation during said two actual sequential screen changes and storing said audio telephone conversation-related data;

means for playing back, subsequent to recording of the sequential screen changes and the audio telephone conversation, with the use of said screen change-related graphical information and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said sequential screen changes as they both happened in real time at said monitored workstation, to allow one at a monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation; and

means for providing feedback to an agent associated with said monitored workstation based upon the played back audio telephone conversation and sequential screen changes.

9. The apparatus of claim 8, further comprising means for providing training to the agent.

10. The apparatus of claim 8, further comprising means for determining efficiency of the agent'"'"'s work activities based upon the played back audio telephone conversation and sequential screen changes.

11. A method of supervising an agent associated with a monitored workstation having a display screen and telephone extension, said method comprising:

a) recording graphical information entered by an agent during a communication session, the graphical information corresponding to two actual sequential screen changes occurring at said monitored workstation and storing said screen change related graphical information;

b) recording data corresponding to audio telephone conversation occurring at said monitored workstation during said two actual sequential screen changes and storing said audio telephone conversation-related data;

c) subsequent to steps a) and b), playing back, with the use of said screen change-related graphical information and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said sequential screen changes as they both happened in real time at said monitored workstation, to allow one at a monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation; and

d) providing supervision of an agent associated with said monitored workstation based upon the played back audio telephone conversation and sequential screen changes.