Agent Activity Recording with Sensitive Data Redaction
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Solution Overview
Problem
Current contact handling systems face challenges in recording and reviewing agent activities due to the presence of sensitive information, disjointed data, and lack of integration between telephony audio and screen activity, particularly in cloud-based solutions which require expensive on-premises equipment and do not support remote agent monitoring.
Innovation Solution
A method for recording agent screen activity and modifying selected pixels to redact sensitive information, creating redacted image data for supervisor review, which includes integrating media streams and screen recordings into a single output file, and using cloud-based systems to manage and store this data securely.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If agent screen activity is recorded for monitoring and training purposes, then supervisor can review agent performance, but sensitive information is exposed in the recorded data
Solution Approach 1:
The patent extracts and removes sensitive information from the recorded screen data before presenting it to supervisors. The system identifies and excludes personally identifiable information (PII) and other sensitive data elements from the recording, allowing performance monitoring while protecting privacy and security requirements.
Solution Approach 2:
The patent introduces an intermediary processing layer between the screen recording and supervisor review. This intermediary system automatically redacts sensitive information while preserving the underlying agent performance data, serving as a mediator that enables monitoring without exposure of sensitive information.
2Loss of information
If telephony audio and screen activity are recorded separately, then comprehensive agent activity can be captured, but data integration and review complexity increases
Solution Approach 1:
The patent merges telephony audio recordings with screen activity recordings into a single integrated review file. This combination allows supervisors to review both audio and visual agent activities simultaneously, reducing the complexity of managing separate data streams while maintaining comprehensive activity capture.
3Adaptability or versatility
If cloud-based systems are used for agent monitoring, then remote agent work is supported, but expensive on-premises equipment is required
Solution Approach 1:
The patent utilizes virtualization and software-based copying of monitoring capabilities that can run on standard hardware or cloud infrastructure. Instead of requiring expensive proprietary on-premises equipment, the system uses software agents that can copy and replicate monitoring functions across multiple devices and locations, enabling remote agent work with reduced infrastructure costs.
Data Source
AI summary
Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.