公开(公告)号：US11792325B2

公开(公告)日：2023-10-17

申请号：US17544969

申请日：2021-12-08

Applicant: NICE LTD.

Inventor： Ofir Mecayten ,  Yaron Cohen ,  Yossi Neeman

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06 ,  G06Q10/0639

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  G06Q10/06395 ,  H04M3/5175 ,  H04M3/5237 ,  H04M2203/402

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

公开(公告)号：US20230179712A1

公开(公告)日：2023-06-08

申请号：US17544969

申请日：2021-12-08

Applicant: NICE LTD.

Inventor： Ofir Mecayten ,  Yaron Cohen ,  Yossi Neeman

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5233 ,  H04M3/5237 ,  H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06395 ,  H04M2203/402

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.