公开(公告)号：US20060126817A1

公开(公告)日：2006-06-15

申请号：US11166630

申请日：2005-06-24

申请人： Stephen Beckett ,  Donald House ,  Rebecca Beckett ,  Santino Lamberti

发明人： Stephen Beckett ,  Donald House ,  Rebecca Beckett ,  Santino Lamberti

IPC分类号： H04M3/00

CPC分类号： H04M3/5175

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.

摘要翻译： 提供了用于监视计算机用户的系统和方法，从远程位置屏蔽电话活动。 该方法包括以下步骤：在被监视的工作站处记录对应于两个实际顺序画面改变的数据并存储画面改变相关数据; 在顺序屏幕改变期间记录对应于在被监视工作站处发生的音频电话对话的数据，并存储音频电话转换相关数据; 在步骤“a”和“b”之后，通过使用屏幕改变相关数据和音频电话对话相关数据来播放，与顺序屏幕的音频电话会话随着它们都实时发生而发生变化 监控的工作站，以便监视工作站可以在监视的工作站上查看和听到屏幕和电话活动; 并且基于所播放的音频和顺序的屏幕改变，向所监视的工作站上的代理提供训练。