Virtual communications assessment system in a multimedia environment

Patent metadata

Field	Value
Publication number	US-10375237-B1
Application number	US-201715702518-A
Country	US
Kind code	B1
Filing date	Sep 12, 2017
Priority date	Sep 12, 2016
Publication date	Aug 6, 2019
Grant date	Aug 6, 2019

Abstract

A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

First claim

The invention claimed is:

1. A recording system comprising:
at least one agent computer configured to accommodate bi-directional communications over a network between the at least one agent computer and a remote computer, the at least one agent computer connected to a processor and memory configured with an archiving selection module;
a first recording apparatus in data communication over the network with the at least one agent computer, the first recording apparatus configured to implement instructions received from the archiving selection module to:
selectively gather screen shots of the at least one agent computer during the bi-directional communications and store the screen shots with a respective time stamp;
selectively gather video data generated at the at least one agent computer during the bi-directional communications and store the video data with a video time stamp;
selectively gather audio data generated at the at least one agent computer during the bi-directional communications and store the audio data with an audio time stamp;
an archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamps as adjusted for drift errors.

2. A system according to claim 1 , wherein the archiving selection module comprises computer implemented commands stored therein to effect the selective gathering according to a randomizing rule, a line of business rule, or by locating a third party tag within the bi-directional communications.

3. A system according to claim 1 , wherein the first recording apparatus is positioned in a first private branch exchange local to the at least one agent computer, the system further comprising a second recorder in data communication with a customer computer in a second private branch exchange, the second recorder selectively gathering remote audio, remote video, and remote screen shots from the customer computer according to corresponding instructions from the archiving selection module.

4. A system according to claim 1 , wherein the archiving selection module is stored in a data center between the at least one agent computer and the customer computer.

5. A system according to claim 1 , wherein the at least one agent computer is in communication with a load balancer comprising computer memory and a processor configured to parse the bi-directional communications into screen data, video data and audio data according to identification protocols accessible to the processor.

6. A system according to claim 1 , further comprising a respective portion of memory in the first recorder for audio data, video data, and screen shot data.

7. A system according to claim 1 , further comprising respective recorders for audio data, video data, and screen shot data.

8. A system according to claim 1 , wherein the archival system comprises a consolidation module to pair audio data and screen shot data and store video data separately.

9. A system according to claim 1 , wherein the archival system operates according to rules based commands for down sampling for long term storage an incoming data stream according to content of audio data, video data, and screen shot data.

10. A recording system comprising:
at least one agent computer configured to accommodate bi-directional communications over a network between the at least one agent computer and at least one customer computer, wherein the bi-directional communications traverse a data center server;
a plurality of recording apparatuses connected over the network to the data center server, the at least one agent computer and the at least one customer computer;
a load balancer connecting the recording apparatuses to the at least one agent computer and the at least one customer computer and receiving data streams representing respective portions of the bi-directional communications, the load balancer directing the portions of the bi-directional communications to a selected recording apparatus for storing recordings of the portions to recording wherein the portions comprise screen shots, video data, and audio data;
a topology processor tracking a respective status of the bi-directional communications between pairs of the at least one agent computer and at least one customer computer and storing topology states in a topology memory bank, wherein the topology states comprise, for respective portions of the bi-directional communications, a data stream origination address, a data stream endpoint address, and a at least one time stamp; and
an archival system receiving the recordings according to archival rules accessing the topology states, the archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamp as adjusted for drift errors.

11. A recording system according to claim 10 , wherein said topology states comprise time based records of the data streams originating from the agent computer or the customer computer.

12. A recording system according to claim 10 , further comprising computer implemented instructions within the archival rules to identify one computer as an agent computer or a customer computer for storing recording streams according to the respective data stream origination address, data stream endpoint address, and time stamp for the identified one computer.

13. A recording system according to claim 10 , further comprising computer implemented instructions stored in the archival rules instructing the topology processor and load balancer to identify a selected delta signal from a selected data stream originating from or received by the identified one computer.

14. A system for scoring an agent interacting with customers by electronic means, comprising:
an analytics server comprising a processor and a memory coupled to the processor;
a remote agent workstation comprising respective applications operating thereon and in bi-directional data communication with the analytics server over a network;
a customer camera connected to a customer facing computer on the network such that a customer using the customer facing computer during the bi-directional data communication is within a customer camera field of view;
an agent interaction camera connected to the remote agent workstation and the network such that an agent using the remote agent workstation during the bi-directional data communication is within an agent interaction camera field of view;
wherein the analytics server, the remote agent workstation, and the customer facing computer are configured with respective memory storing computer implemented instructions to perform a method comprising the steps of:
store the bi-directional data communications with a plurality of time stamps adjusted for drift errors;
authenticating the agent at the remote agent workstation;
scoring the agent according to score parameters stored in the memory of the analytics server by comparing the score parameters to customer audio data, customer video data, agent interaction audio data, and agent interaction video data.

15. A system according to claim 14 , wherein the analytics server is configured to:
selectively gather screen shots of the at least one agent computer during the bi-directional communications and, in real time, parse a portion of the screen shot for analysis;
selectively gather video data generated at the at least one agent computer and, in real time, parse a portion of the video data for analysis;
selectively gather audio data generated at the at least one agent computer and in re

Assignees

• Verint Americas Inc

Inventors

• Williams Jamie Richard
• Calahan Marc
• Barnes Robert
• Nareddy Murali

Classifications

• G06F16/71

  Indexing; Data structures therefor; Storage structures · CPC title

• G06F16/61

  Indexing; Data structures therefor; Storage structures · CPC title

• G06F16/41

  Indexing; Data structures therefor; Storage structures · CPC title

• H04L67/1036

  Load balancing of requests to servers for services different from user content provisioning, e.g. load balancing across domain name servers · CPC title

• H04M3/42221 Primary

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title