Systems and methods for desktop data recording for customer agent interactions

• US 9,699,312 B2
• Filed: 11/13/2014
• Issued: 07/04/2017
• Est. Priority Date: 11/13/2013
• Status: Active Grant

• Current Assignee: Envision Telephony Incorporated
• Original Assignee: Envision Telephony Incorporated
• Inventors: Kuhn, Rodney, Strandin, Ron, Rake, John, Thomas, Daniel Ebenezer Arun, Struthers, Dan, Kelly, Dennis, Baxter, Brian, Javan, Jason
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US14/540,912
• Publication Number:
  US 20150131792A1
• Time in Patent Office: 964 Days
• Field of Search: 37926506
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5191 interacting with the Internet

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.

Claims

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, wherein the transmitting the recorded voice data, screen data, and desktop data includes;

determining whether the remote server is available;

when the remote server is available, transmitting the data to the remote server; and

when the remote server is not available, locally caching the data until the remote server becomes available at a later time.

2. The method of claim 1, wherein the recording the customer-agent interaction includes controlling the recording based on rules that specify actions to be taken upon the occurrence of specified events.

3. The method of claim 2, wherein the controlling the recording includes pausing the recording when the agent views or enters sensitive information, including personal identification number and/or account numbers.

4. The method of claim 2, wherein the actions include at least one of logging an event, storing an indication of the event at a remote location, associating a tag with the recording, pausing the recording, resuming the recording, starting the recording and stopping the recording.

5. The method of claim 2, wherein the events include at least one of:

window opening, closing, maximizing, minimizing, or focus;

application start or stop;

window element selection;

mainframe screen or field selection;

matching text to window element;

data entry into a field or other element;

entry or exit into a window or field; and

URL access.

6. The method of claim 1, wherein the recording voice data includes obtaining the voice data from an audio device that is local to the computer operated by the agent.

7. The method of claim 1, wherein the recording voice data includes obtaining the voice data from a soft phone application executing on the computer operated by the agent.

8. The method of claim 1, wherein the recording voice data includes obtaining the voice data from a network switch that mirrors voice data transiting the network switch to a voice over IP hard phone operated by the agent.

9. The method of claim 1, wherein the recording voice data includes obtaining the voice data from a network hub that broadcasts voice data transiting the network hub to the computer and to a voice over IP hard phone operated by the agent.

10. The method of claim 1, wherein the recording voice data includes obtaining the voice data from a direct connection between the computer and a voice over IP hard phone operated by the agent.

11. The method of claim 1, wherein the recording voice data includes recording silence packets as the voice data when the recording is paused because sensitive information is being discussed.

12. The method of claim 1, wherein the recording screen data includes obfuscating sensitive information shown in the screen data by blurring, blocking, or redacting at least a portion of the screen data.

13. The method of claim 1, wherein the recording desktop data includes recording mouse information, keystroke information, and window information associated with the interaction.

14. The method of claim 1, wherein the recording desktop data includes recording indications of window interactions performed by an agent with respect to a graphical user interface displayed on the display of the computer, the indications including window names, field names and data inputs initiated by the agent.

15. The method of claim 1, wherein the transmitting the recorded voice data, screen data, and desktop data includes upon transmitting the data to the remote server, permanently deleting the data from the computer.

16. 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,

wherein the remote server is configured to

store a schedule that specifies when recordings for an agent are to be stored;

receive from the module a request that indicates that a new recording is available for upload;

determine whether the recording is needed to satisfy the schedule;

when the recording is needed, accept and store the recording on the server; and

when the recording is not needed, accept and record on the server metadata associated with the recording, and reject at least one of the recorded voice data, screen data, and desktop data.

17. A system for recording a customer-agent interaction, the system comprising:

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,

wherein the remote server is configured to

store a schedule that specifies when recordings for an agent are to be stored;

receive from the module a request that indicates that a new recording is available for upload;

determine whether the recording is needed to satisfy the schedule;

when the recording is needed, accept and store the recording on the server; and

when the recording is not needed, accept and record on the server metadata associated with the recording, and reject at least one of the recorded voice data, screen data, and desktop data.

18. The system of claim 17, wherein the module is further configured to record silence packets as the voice data when the recording is paused because sensitive information is being discussed.