Remote agent capture and monitoring

1. A method for monitoring a remote agent, comprising:

receiving, at a monitoring server, data polls and metadata from an agent workstation remote from the monitoring server;

analyzing the metadata at the monitoring server;

identifying, in the metadata, during an ongoing conversation between an agent at the agent workstation and a caller, whether a trigger condition exists at the agent workstation; and

upon identifying by the monitoring server that the trigger condition exists:

data recording telephone and on-screen computer activities associated with the agent at the agent workstation;

capturing, during the ongoing conversation, video imagery of the agent or an environment in which the remote workstation is located,

providing a common transaction identifier that associates the captured video imagery to the activities of the agent recorded during the capturing,

identifying the agent using facial recognition,

storing the captured video imagery, the common transaction identifier, the identity of the agent, and the telephone and on-screen recordings, in a data store, and

determining whether the agent's activities are inconsistent with predetermined parameters associated with remote agent activities by at least reviewing contents of the data store;

wherein the capturing of the video imagery is contingent upon the trigger condition being initiated, wherein the trigger condition is initiated upon screen data being entered by the agent into the agent workstation during the ongoing conversation.

2. The method of claim 1 , further comprising streaming the video imagery to a recorder as a continuous stream video/pictures in near real-time from the agent workstation.

3. The method of claim 1 , further comprising: monitoring the agent in near real-time to view the agent's interaction with the caller; and

providing coaching to the agent to address deficiencies in the agent's interaction.

4. The method of claim 1 , further comprising replaying the video imagery in synchronization with the agent's voice or screen data.

5. The method of claim 1 , further comprising playing back the data recording and captured video imagery after synchronizing said data recording and captured video imagery.

6. The method of claim 1 , wherein said data recording and captured video imagery are conducted passively by capturing operating system graphics primitives from the agent workstation.

7. The method of claim 1 , wherein said data recording and video imaging comprise screen scraping the agent workstation.

8. A system, comprising:

a processor; and

a memory coupled to the processor, the memory storing instructions which when executed by the processor cause the system to perform a method comprising:

transmitting, to a monitoring center, data comprising records of telephone and on-screen computer activities associated with an agent at an agent workstation remote from the monitoring center, said data further comprising metadata;

analyzing, at the monitoring center, said metadata to identify whether a trigger condition exists at the agent workstation during an ongoing conversation between the agent and a caller; and

upon identifying that trigger condition exists:

capturing, during the ongoing conversation, video imagery of the agent or an environment in which the remote workstation is located,

providing a common transaction identifier that associates the captured video imagery to the activities of the agent recorded during the capture,

identifying the agent using facial recognition, storing the captured video imagery, the common transaction identifier, the identity of the agent, and the telephone and on-screen recordings, in a data store, and

determining whether the agent's activities are inconsistent with predetermined parameters associated with agent activities by at least reviewing contents of the data store;

wherein the capturing of the video imagery is contingent upon the trigger condition being initiated, wherein the trigger condition is initiated upon screen data being entered by the agent into the agent workstation during the ongoing conversation.

9. The system of claim 8 , wherein the method further comprises streaming the video imagery to a recorder as a continuous stream video/pictures in near real-time from the agent workstation.

10. The system of claim 8 , wherein the method further comprises monitoring the agent in near real-time to view the agent's interaction with the caller and providing coaching to the agent to address deficiencies in the agent's interaction.

11. The system of claim 8 , wherein the method further comprises replaying the video imagery in synchronization with the agent's voice or screen data.

12. The system of claim 8 , further comprising playing back the data recording and captured video imagery after synchronizing said data recording and captured video imagery.

13. The system of claim 8 , wherein said data recording and video imaging are conductive passively by capturing operating system graphics primitives from the agent workstation.

14. The system of claim 8 , wherein said data recording and video imaging comprise screen scraping the agent workstation.

15. A non-transitory computer-readable medium having stored thereon a sequence of instructions which when executed by a system causes the system to perform a method comprising:

recording in data updates and metadata telephone and on-screen computer activities associated with an agent at an agent workstation;

identifying, at a monitoring center remote from the agent workstation, with the metadata whether a trigger condition exists at the agent workstation during an ongoing conversation between the agent and a caller; and

upon identifying that the trigger condition exists:

capturing, during the ongoing conversation, video imagery of the agent or an environment in which the remote workstation is located,

providing a common transaction identifier that associates the captured video imagery to the activities of the agent recorded during the capture,

identifying the agent using facial recognition, storing the captured video imagery, the common transaction identifier, the identity of the agent, and the telephone and on-screen recordings, in a data store, and

determining whether the agent's activities are inconsistent with predetermined parameters associated with remote agent activities by at least reviewing contents of the data store;

wherein the capturing of the video imagery is contingent upon the trigger condition being initiated, wherein the trigger condition is initiated upon screen data being entered by the agent into the agent workstation during the ongoing conversation.

16. The non-transitory computer-readable medium of claim 15 , wherein the method further comprises streaming the video imagery to a recorder as a continuous stream video/pictures in near real-time from the agent workstation.

17. The non-transitory computer-readable medium of claim 15 , wherein the method further comprises monitoring the agent in near real-time to view the agent's interaction with the caller and providing coaching to the agent to address deficiencies in the agent's interaction.

18. The non-transitory computer-readable medium of claim 15 , wherein the method further comprises replaying the video imagery in synchronization with the agent's voice or screen data.

19. The non-transitory computer-readable medium of claim 15 , further comprising playing back the data recording and captured video imagery after synchronizing said data recording and captured video imagery.

20. The non-transitory computer-readable medium of claim 15 , wherein said data recording and video imaging are conductive passively by capturing operating system graphics primitives from the workstation.

21. The non-transitory computer-readable medium of claim 15 , wherein said data recording and video imaging comprise screen scraping the workstation.