System and method for capturing analyzing and recording screen events

1. A computer-implemented method for assessing the quality of performance of a customer service representative engaged in a customer-representative interaction-related session, the method comprising:

capturing at least one screen event of a computational device associated with the customer service representative to form a captured event, wherein the screen event is a graphical user interface (GUI) element shown on a screen coupled to the computational device;

parsing said captured event according to one or more criteria to obtain screen event data that contains text in a format which is susceptible to further analysis;

triggering recording of screen data associated with the computational device, if said screen event data matches a user defined text search criterion; and

performing computer-based automated quality measurement analysis based on the screen event data to assess the quality of performance of the customer service representative.

2. The method of claim 1 , comprising:

triggering recording of audio data of the customer-representative interaction-related session, if said screen event data matches a specific criterion.

3. The method of claim 1 , wherein performing the quality measurement comprises performing a statistical analysis of said screen event data.

4. The method of claim 1 , wherein said at least one screen event is message-driven and said capturing comprises:

receiving from an operating system of the computational device a plurality of messages about actions of the customer service representative on the computational device; and

if at least one of the messages matches at least one capturing rule, capturing a screen event associated with said at least one message.

5. The method of claim 4 , wherein the actions are performed using least one user input device.

6. The method of claim 5 , wherein said at least one user input device includes at least one of a pointing device, a keyboard and a touch-sensitive screen.

7. The method of claim 1 , wherein said at least one screen event is event-driven and capturing comprises:

receiving a plurality of operating-system events from an operating system of the computational device;

determining at least one parameter for characterizing at least one of said operating-system events; and

if said at least one parameter matches at least one capturing rule, capturing said at least one screen event.

8. The method of claim 7 , wherein said at least one screen event is related to a window of the operating system.

9. The method of claim 1 , wherein capturing said at least one screen event further comprises:

retaining data related to said at least one screen event; and

capturing said at least one screen event from said retained data.

10. The method of claim 1 , wherein comprises:

filtering said at least one captured event according to at least one filter for obtaining metadata about said at least one captured event.

11. The method of claim 1 , wherein said at least one captured event is an active event selected from a keyboard event, a mouse event a user activated screen event, or a combination thereof.

12. The method of claim 1 , wherein said at least one captured event is a passive event which is not activated by the customer service representative.

13. The method of claim 1 comprises:

capturing additional data having content associated with said captured event, and wherein said analysis includes analyzing said content.

14. The method of claim 1 , comprising triggering recording according to predetermined rules, wherein the rules are defined by:

receiving objects selected by a user, the objects being selected on a screen of a supervisor computational device by pointing at the objects on the screen; and

enabling a user to attach a value to each of the objects.