Method and apparatus for quality assurance in a multimedia communications environment
View Patent ↗The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a VoIP communication between an agent and a customer and recording servers, which record data associated with the VoIP communication.
1. A multimedia quality monitoring system comprising:
an event manager to receive a notification from a voice over Internet protocol (VoIP) telephony switch that a VoIP communication has been routed to an agent and to determine whether to selectively record VoIP audio associated with the communication based on scheduling information;
a VoIP recording server to receive instructions from the event manager to record said VoIP audio and to record said VoIP audio if so determined by the event manager; and
at least one computer-data recording server to receive instructions from the event manager to record non-audio digital data associated with non-audio digital communication and to record said non-audio digital data based on determining whether to selectively record.
2. The monitoring system of claim 1 , wherein said non-audio digital communication is selected from the group including an e-mail session, a chat session and a web collaboration session.
3. The monitoring system of claim 1 further comprising:
a screen recording server to record at least a portion of an interaction of said agent with a computer at least during a portion of said VoIP communication.
4. The monitoring system of claim 1 , wherein the event manager is to receive the notification via a computer telephony integration (CTI) link.
5. The monitoring system of claim 1 , wherein the event manager is to receive the notification from an application program interface (API).
6. The monitoring system of claim 1 further comprising:
a scheduler to provide scheduling information to the event manager.
7. The monitoring system of claim 1 further comprising an evaluator to provide an evaluation report relating to the performance of the agent.
8. The monitoring system of claim 1 , wherein the monitoring system is coupled to a customer relationship management system and is to provide the customer relationship management system with an ability to retrieve in real-time playback of the digital data associated with the communication.
9. The monitoring system of claim 1 comprising:
a sniffing unit coupled to the event manager and to the at least one computer-data recording server, and wherein the event manager is to receive the notification from the sniffing unit.
10. The monitoring system of claim 1 , wherein the at least one computer-data recording server includes an e-mail logger to record text data of an e-mail communication and a screen logger to record screen data associated with the e-mail communication.
11. A method for use in a multimedia quality monitoring system, the method comprising:
receiving by an event manager from a voice over Internet protocol (VoIP) telephony switch, a first notification that a VoIP communication has been routed to an agent;
determining whether to instruct a VoIP recording server to record VoIP audio associated with the VoIP communication based on scheduling information;
receiving by the event manager a second notification that a non-audio communication has been routed to the agent or to another agent;
determining whether to instruct a computer-data recording server to record digital data associated with the non-audio communication; and
recording said VoIP audio or said non-audio communication based on determining whether to record.
12. The method of claim 11 , wherein receiving the second notification comprises receiving the notification by a chat automatic call distribution server, a web collaboration automatic call distribution server and an e-mail management system server.
13. The method of claim 11 comprising:
recording at least a portion of an interaction of the agent with a computer during the non-audio communication while recording generally synchronously the digital data associated with the non-audio communication.
14. The method of claim 11 comprising:
recording at least a portion of an interaction of the agent with a computer during the VoIP communication while recording generally synchronously VoIP audio associated with the VoIP communication.
15. The method of claim 11 , wherein receiving the first notification comprises receiving the first notification via a computer telephony integration (CTI) link.
16. The method of claim 11 , wherein receiving the first notification comprises receiving the first notification from an application program interface (API).
17. The method of claim 11 , wherein receiving the first notification comprises receiving the first notification from a sniffing unit.
18. The method of claim 11 , wherein selectively determining whether to instruct the VoIP recording server to record the VoIP audio is based on scheduling information.
19. The method of claim 11 comprising:
generating an evaluating report associated with the VoIP communication.
20. The method of claim 11 comprising:
recording at least a portion of an interaction of the agent with a computer after ending the VoIP communication.