| 主权项 |
1. A selective recording system having a complex recording trigger, the system comprising:
an activity monitor configured to monitor the activities of agents by recording telephone and on-screen computer activities associated with the agent; an activity analyzer configured to analyze historical activities of an agent recorded by the activity monitor, to detect patterns of activities comprising behaviors, to estimate future behaviors of the agent using the detected pattern of behaviors, and establishing a date and time for when the agent is predicted to perform the estimated future behavior; wherein the activity analyzer 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 record of the peer group; a complex recording trigger configured to: receive from the activity analyzer the estimated future behaviors, the established date and time for when the agent is predicted to perform the estimated future behaviors, and the determination whether the agent's activities are inconsistent with the activities of the peer group, and determine whether to monitor an agent based upon the received estimated future behaviors, the received established date and time for when the agent is predicted to perform the estimated future behavior, and the received determination whether the agent's historical activities are inconsistent with that historical record of the peer group, the complex recording trigger being further configured to instruct the activity monitor to selectively record the agent's activities based upon the determination whether to monitor the agent; and wherein the complex recording trigger can be configured to record future telephone activity, on-screen computer activity, or combinations thereof based upon behaviors that a business selects to monitor. |
