Activity recording of contact handling system agents
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United States of America Patent
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Aug 18, 2015
Grant Date -
Jan 17, 2013
app pub date -
Jul 13, 2011
filing date -
Jul 13, 2011
priority date (Note) -
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status (Latency Note)
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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.
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