System and method for resolving user identification

1. A method of associating a user with an interaction, the method comprising:

obtaining, by a processor, a stored past recording of an interaction and a stored past screen recording related to the interaction, wherein a stored past recording of an interaction is a recording of content of an interaction between an agent and a user and wherein the stored past screen recording is a recording of a graphical data presented by an application on a computer display of the agent;

if the stored past recording of the interaction is not associated with the user then identifying, by the processer, the user by:

identifying a predefined form displayed in the obtained past screen recording;

identifying a location of one or more graphical elements in the predefined form; and

extracting a unique identification value related to the user from the predefined form based on the location of the identified one or more graphical elements in the predefined form;

assigning, by the processor, the identified user to the stored past recorded interaction; and

assigning the stored past recorded interaction to the stored past screen recording.

2. The method of claim 1 , comprising:

using the unique identification value and information in a database to resolve a unique user identifier of the identified user; and

using the unique user identifier to assign the recorded interaction to the identified user.

3. The method of claim 1 , comprising:

creating a voice print based on the recorded interaction; and

using the voice print to associate additional recorded interactions with the identified user.

4. The method of claim 1 , comprising using a graphical user interface (GUI) configuration tool to receive, from a user, an indication of a location of the unique identification value in a screen presented by an application.

5. The method of claim 1 , comprising:

obtaining, for a first user, a first unique user identifier of a first type and obtaining, for a second user, a second unique user identifier of a second type;

using the first and second unique user identifiers to respectively resolve the identities of the first and second users; and

determining, for the first and second users, a respective first and second unique identification values, wherein the first and second unique identification values are of the same type.

6. The method of claim 1 , comprising:

analyzing a frame in the screen recording;

determining whether or not the frame includes a predefined portion of a predefined screen; and

if the frame does not include the predefined portion of a predefined screen then processing an additional frame of the screen recording, and

if the frame includes the predefined portion of a predefined screen then extracting the unique identification value from the frame.

7. The method of claim 1 , comprising:

extracting, from the screen recording, a unique identification value related to an agent;

resolving the identity of the agent using the extracted unique identification value; and

associating the agent with the recorded interaction based on the unique identification value.

8. The method of claim 1 , comprising:

extracting, from the screen recording, a unique identification value related to an application; and

associating the application with the recorded interaction based on the unique identification value.

9. The method of claim 1 , comprising:

resolving the identity of the user using the extracted unique identification value; and

using the identity to assign the identified user to the recorded interaction.

10. A system comprising:

a memory; and

a controller configured to:

obtain a stored past recording of an interaction and a stored past screen recording related to the interaction, wherein a stored past recording of an interaction is a recording of content of an interaction between an agent and a user and wherein the stored past screen recording is a recording of a graphical data presented by an application on a computer display of the agent;

if the stored past recording of the interaction is not associated with the user then identify the user by:

identifying a predefined form displayed in the obtained past recording;

identifying a location of one or more graphical elements in the predefined form; and

extracting a unique identification value related to the user from the predefined form based on the location of the identified one or more graphical elements in the predefined form;

assign the identified user to the stored past recorded interaction; and

assign the stored past recorded interaction to the stored past screen recording.

11. The system of claim 10 , wherein the controller is configured to:

use the unique identification value and information in a database to resolve a unique user identifier of the user; and

use the unique user identifier to assign the recorded interaction to the identified user.

12. The system of claim 10 , wherein the controller is configured to:

create a voice print based on the recorded interaction; and

use the voice print to associate additional recorded interactions with the user.

13. The system of claim 10 , comprising a graphical user interface (GUI) configuration tool usable to receive, from a user, an indication of a location of the unique identification value in a screen presented by an application.

14. The system of claim 10 , wherein the controller is configured to:

obtain, for a first user, a first unique user identifier of a first type and a obtain, for a second user, a second unique user identifier of a second type;

use the first and second unique user identifiers to respectively resolve the identities of the first and second users; and

determine, for the first and second users, a respective first and second unique identification values, wherein the first and second unique identification values are of the same type.

15. The system of claim 10 , wherein the controller is configured to:

analyze a frame in the screen recording;

determine whether or not the frame includes a predefined portion of a predefined screen; and

if the frame does not include the predefined portion of a predefined screen then process an additional frame of the screen recording, and

if the frame includes the predefined portion of a predefined screen then extract the unique identification value from the frame.

16. The system of claim 10 , wherein the controller is configured to:

extract, from the screen recording, a unique identification value related to an agent;

resolve the identity of the agent using the extracted unique identification value; and

associate the agent with the recorded interaction based on the unique identification value.

17. The system of claim 10 , wherein the controller is configured to:

extract, from the screen recording, a unique identification value related to an application; and

associate the application with the recorded interaction based on the unique identification value.

18. The method of claim 1 , wherein the predefined form comprises a plurality of graphical elements, each graphical element associated with a label and a value, wherein extracting a unique identification value from the predefined form comprises searching for a label and extracting a value from the element associated with the label.

19. The system of claim 10 , wherein the predefined form comprises a plurality of graphical elements, each graphical element associated with a label and a value, wherein extracting a unique identification value from the predefined form comprises searching for a label and extracting a value from the element associated with the label.

20. The method of claim 1 , wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises referring to the screen metadata.

21. The system of claim 10 , wherein the predefined form wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises referring to the screen metadata.

22. The method of claim 1 , wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises using the screen metadata.

23. The system of claim 10 , wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises using the screen metadata.

24. The method of claim 1 , wherein the predefined form is described by dimension data, and extracting a unique identification value from the predefined form comprises determining dimension data of the form when cropped from an image and determining dimensions of an element containing a unique identification value by comparing dimension data of the form when cropped from an image to the dimension data of the predefined form.

25. The system of claim 10 , wherein the predefined form is described by dimension data, and extracting a unique identification value from the predefined form comprises determining dimension data of the form when cropped from an image and determining dimensions of an element containing a unique identification value by comparing dimension data of the form when cropped from an image to the dimension data of the predefined form.