Abstract: A computer-implemented method for assessing the quality of performance of agents engaged in customer-representative interaction-related sessions is provided. The method includes capturing screen events of a computational representative to form a captured event, wherein the screen event is a graphical user interface (GUI) element shown on a screen coupled to the computational device; parsing the captured event according to one or more criteria to obtain screen event data that contains text; triggering recording of screen data associated with the computational device, if the screen event data matches a user defined text search criterion; and performing computer-based automated quality measurement analysis based on the screen event data.

Abstract: 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.

Abstract: Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.

Abstract: A computer-implemented method for assessing the quality of performance of agents engaged in customer-representative interaction-related sessions is provided. The method includes capturing screen events of a computational representative to form a captured event, wherein the screen event is a graphical user interface (GUI) element shown on a screen coupled to the computational device; parsing the captured event according to one or more criteria to obtain screen event data that contains text; triggering recording of screen data associated with the computational device, if the screen event data matches a user defined text search criterion; and performing computer-based automated quality measurement analysis based on the screen event data.

Abstract: Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.

Abstract: A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system, and a method thereof are provided. The platform includes a communication medium and interaction-related business services capable of communicating via the communication medium using an interaction management protocol.

Abstract: 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.

Abstract: A system and method for the collection of data with regard to the actions of the user during an interactive session over a network. The present invention preferably features a client which is operated by the computational device of the user, and which more preferably collects information both about user input device actions and the reactions which are displayed through the user interface. The user interface is preferably a GUI (graphical user interface), but optionally and more preferably is a Web browser interface. Alternatively, the user interface is any type of interface which becomes altered upon receiving user input through a user input device. The client preferably collects these different types of data and then more preferably sends the data to be stored in a central database.