MULTIPLE INTERACTION LIVE MONITORING

摘要

A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

主权项

1. A system for multiple simultaneous interaction live monitoring, comprising:
an interaction manager computer comprising a first set of programming instructions stored in a memory and operable via a processor of the interaction manager computer, the interaction manager computer connected to a network via a network interface, the first set of programming instructions operable to: receive a plurality of interactions and a plurality of interaction details for each received interaction from a contact center, the interaction details comprising at least a plurality of information descriptive of the content of an interaction; a recording management server computer comprising a second set of programming instructions stored in a memory and operable via a processor of the recording management server computer to capture live audio or video from interactions for live monitoring, the recording management server computer connected to a network via a network interface, the second set of programming instructions operable to: capture a plurality of interactions received from the interaction manager computer and associate them with their relevant interaction details; and an administration interface computer comprising a third set of programming instructions stored in a memory and operable via a processor of the administration interface computer, the administration interface connected to a network via a network interface, the third set of programming instructions operable to: receive at least two interactions and their associated interaction details from the recording management server computer via a network; and presenting the at least two interactions with their associated interaction details simultaneously in a multiple interaction display for live monitoring by a human user.