COMPLEX RECORDING TRIGGER

摘要

Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records.

主权项

1. A selective recording system having a complex recording trigger that determines whether and when to monitor an agent, the system comprising:
a monitoring server configured to:
analyze historical activities of the agent recorded by an activity monitor,detect patterns of activities comprising behaviors in the recorded historical activities,estimate future behaviors of the agent using the detected patterns of behaviors, andestablish dates and times for when the agent is predicted to perform the estimated future behaviors; wherein the monitoring server compares the agent's historical activities to schedule information received from a workforce management system as well as compares the agent's historical activities to a historical record of a peer group associated with the agent to determine whether the agent's historical activities are inconsistent with the historical activities of the peer group.