Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location

摘要

Systems and methods for monitoring computer user screen an telephone activity from a remote location are provided. The method includes the steps of recording data corresponding to two actual sequential screen changes at the monitored workstation and storing the screen change-related data; recording data corresponding to audio telephone conversation occurring at the monitored workstation during the sequential screen changes and storing the audio telephone conversion-related data; subsequent to steps “a” and “b”, playing back, with the use of the screen change-related data and the audio telephone conversation-related data, the audio telephone conversation with the sequential screen changes as they both happened in real time at the monitored workstation, to allow a monitoring workstation to view and hear on-screen and telephone activities as they occurred at the monitored workstation; and, providing training to an agent at the monitored workstation based upon the played back audio and sequential screen changes.

主权项

1. A method of training an agent associated with a monitored workstation having a display screen and a telephone extension, said method comprising:
a) recording graphical information entered by an agent during a communication session, the graphical information corresponding to two actual sequential screen changes occurring at said monitored workstation and storing said screen change related graphical information; b) recording data corresponding to audio telephone conversation in the communication session occurring at said monitored workstation during said two actual sequential screen changes and storing said audio telephone conversion-related data; c) subsequent to steps a) and b), playing back, with the use of said screen change-related graphical information and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said sequential screen changes as they both happened in real time at said monitored workstation, to allow one at a monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation; and d) providing training to an agent associated with said monitored workstation based upon the played back audio telephone conversation and sequential screen changes.