Abstract: Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

Abstract: Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding to the progress of the communication is presented to a user.

Abstract: A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have varying overlapping skill sets that enable them to perform various tasks, and wherein employees are shared across tasks within the time period. In one embodiment, the method includes receiving a plurality of user inputs to a scheduling program, including a number of employee designations that each refer to a unique employee, and a number of skill sets that each correspond to one of the employee designations. The method further includes receiving a user input that changes the number of employee designations by indicating at least one changed employee, and estimating an effect of the at least one changed employee on effective staffing levels for each of the various tasks.

Abstract: Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication via the graphical user interface, information corresponding to that portion of the communication and recorded by the recorder is presented to the user, the first computer application being further operative to construct an integrated data stream comprising at least some of the information recorded.

Abstract: Methods are provided, a representative one of which involves: recording information associated with a communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication, information recorded and corresponding to that portion of the communication is presented to the user; and displaying, via the graphical user interface, graphical indications of events occurring during the communication

Abstract: Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface being configured to display the information such that different portions of the communication are visually distinguished from each other.

Abstract: Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

Abstract: Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user.

Abstract: A multimedia player is provided access to recorded multimedia data including data of a first media type, e.g., voice, and at least a second media type, e.g., text, exchanged between at least one user and at least one server. The recorded multimedia data of the first media type is synchronized with the recorded multimedia data of the second media type, e.g., by matching timing information, and the synchronized data is combined. The combined data is then rendered into an audio-video format compatible with the multimedia player. The rendered data may then be saved into a file accessible by the multimedia player. The rendered data may be sent to a multimedia player, or a hyperlink may be created for accessing the rendered data by the multimedia player. The recorded data may be annotated with multimedia data. The user may be notified that the multimedia data has been recorded.

Abstract: A multimedia player is provided access to recorded multimedia data including data of a first media type, e.g., voice, and at least a second media type, e.g., text, exchanged between at least one user and at least one server. The recorded multimedia data of the first media type is synchronized with the recorded multimedia data of the second media type, e.g., by matching timing information, and the synchronized data is combined. The combined data is then rendered into an audio-video format compatible with the multimedia player. The rendered data may then be saved into a file accessible by the multimedia player. The rendered data may be sent to a multimedia player, or a hyperlink may be created for accessing the rendered data by the multimedia player. The recorded data may be annotated with multimedia data. The user may be notified that the multimedia data has been recorded.

Abstract: The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings by identifier tags, and wherein additional real-time information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction, and/or computer mouse actions, and/or internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction, and/or the words and/or prosody spoken during the interaction is recorded. Furthermore graphical display means are provided such that the presentation of call flow recording is in the form of a direct graph showing the progress of the calls through the various states and transitions.

Abstract: Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user.

Abstract: A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have varying overlapping skill sets that enable them to perform various tasks, and wherein employees are shared across tasks within the time period. In one embodiment, the method includes receiving a plurality of user inputs to a scheduling program, including a number of employee designations that each refer to a unique employee, and a number of skill sets that each correspond to one of the employee designations. The method further includes receiving a user input that changes the number of employee designations by indicating at least one changed employee, and estimating an effect of the at least one changed employee on effective staffing levels for each of the various tasks.

Abstract: A multimedia player is provided access to recorded multimedia data including data of a first media type, e.g., voice, and at least a second media type, e.g., text, exchanged between at least one user and at least one server. The recorded multimedia data of the first media type is synchronized with the recorded multimedia data of the second media type, e.g., by matching timing information, and the synchronized data is combined. The combined data is then rendered into an audio-video format compatible with the multimedia player. The rendered data may then be saved into a file accessible by the multimedia player. The rendered data may be sent to a multimedia player, or a hyperlink may be created for accessing the rendered data by the multimedia player. The recorded data may be annotated with multimedia data. The user may be notified that the multimedia data has been recorded.

Abstract: Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

Abstract: The present invention relates to simultaneous computer screen and voice monitoring from a remote location, and particularly relates to synchronized telephone and screen monitoring of a computer workstation from a remote location. Such monitoring is useful for providing training and assistance to those using such workstations, especially in connection with telephone use, can also be useful for providing an audit trial of significant on-screen events, or can be used as a trigger to initiate other separate events. In one embodiment, graphics primitives are used to determine localized screen changes which are periodically copied from the monitored workstation desktop and sent over a network to a remote, monitoring, workstation. In another embodiment, localized screen changes are determined by full screen comparison, and sent over a network to a remote, monitoring, workstation.

Abstract: The present invention relates to simultaneous computer screen and voice monitoring from a remote location, and particularly relates to synchronized telephone and screen monitoring of a computer workstation from a remote location, by use of a multiple bounding rectangles technique. Such monitoring is useful for providing training and assistance to those using such workstations, especially in connection with telephone use, can also be useful for providing an audit trial of significant on-screen events, or can be used as a trigger to initiate other separate events. In one embodiment, graphics primitives are used to determine localized screen changes which are periodically copied from the monitored workstation desktop and sent over a network to a remote, monitoring, workstation. In another embodiment, localized screen changes are determined by full screen comparison, and sent over a network to a remote, monitoring, workstation.

Abstract: The present invention relates to simultaneous computer screen and voice monitoring from a remote location, and particularly relates to synchronized telephone and screen monitoring of a computer workstation from a remote location. Such monitoring is useful for providing training and assistance to those using such workstations, especially in connection with telephone use, can also be useful for providing an audit trial of significant on-screen events, or can be used as a trigger to initiate other separate events. In one embodiment, graphics primitives are used to determine localized screen changes which are periodically copied from the monitored workstation desktop and sent over a network to a remote, monitoring, workstation. In another embodiment, localized screen changes are determined by full screen comparison, and sent over a network to a remote, monitoring, workstation.

Abstract: A surveillance system operable to capture images and sounds concerning events for storage in a random access data store. A data management functionality is provided to dynamically manage storage of information in the data store and thus emphasize retention in storage of information concerning those events identified as events of interest. No longer wanted information is deleted to make room in storage for subsequently captured information. The identification of an event as being "of interest" is made by a mode control functionality in response to the processing of signals received from an environment sensor monitoring conditions related to the events. The mode control functionality further controls the operation of the imaging and audio device used to capture images and sounds. The captured information is encrypted prior to storage to insure its integrity.