A monitoring system for monitoring agent telephonic interactions with customers and a method thereof is provided. The system may comprise a voice logger to receive and record audio of a telephone call received by the agent, a screen logger to receive and record video screen data associated with interactions of the agent with a computer during the telephone call and an event manager to determine whether the interactions meet at least one predefined monitoring condition.

 
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< System and method for re-routing incoming calls

< Apparatus and method for monitoring and adapting to environmental factors within a contact center

> Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection

> Expert hold queue management

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