System and method for capturing analyzing and recording screen events

摘要

A system and method for capturing screen events, and processing these events to form data in a data format which is susceptible to analysis. Preferably, the method also comprises analyzing the data in order to extract useful information about the user of the screen and computational device which generated these screen events. More preferably, the method of the present invention is able to assess the quality of the performance of the user whose interaction with the computational device caused the screen events to be generated.

主权项

1. A computer-implemented method for assessing the quality of performance of a single customer service representative engaged in a single customer-representative interaction-related session, the method comprising:
capturing at least one screen event of a computational device associated with the single customer service representative, the screen event related to at least one action, to form a captured event; parsing said captured event according to one or more criteria to obtain screen event data; triggering recording of audio data of the customer-representative interaction-related session, if said screen event data matches a specific criterion; and performing computer-based automated quality measurement analysis based on the screen event data to assess the quality of performance of the single customer service representative, if said screen event data matches at least one rule.