Activity recording of contact handling system agents
US9111239B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 13, 2011 |
| Grant date | Aug 18, 2015 |
| Priority date | — |
| Expiry date | May 6, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04N7/167
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.