Local Screen Recording Triggers for Agent Device Monitoring
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Solution Overview
Problem
Current screen recording systems in call centers are unable to operate when the control layer is down or disconnected, preventing the initiation of screen recording without a control layer command.
Innovation Solution
Implementing a method that uses local recording triggers, such as application performance counters, mouse and keyboard activities, or user interface controls to autonomously start and stop screen recording, independent of the control layer, by monitoring specific thresholds and events to initiate and terminate recording.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If screen recording is based on control layer recording events, then recording can be selectively controlled, but the system cannot operate when the control layer is down or disconnected
Solution Approach 1:
The patent extracts the recording trigger functionality from the control layer and implements it locally on the agent device. The screen recording application now monitors local events (application performance counters, user interface controls, keyboard/mouse activities) directly on the device without requiring control layer commands, thereby eliminating the single point of failure while maintaining selective recording capability
Solution Approach 2:
The screen recording application performs self-monitoring and self-triggering by watching local system events and user interactions. It autonomously decides when to start and stop recording based on predefined local triggers, making the system self-sufficient and independent of external control layer commands
2Ease of operation
If screen recording waits for control layer recording requests, then recording can be centrally controlled, but recording cannot start without control layer command
Solution Approach 1:
The system pre-configures multiple local recording triggers (application performance counters, user interface controls, keyboard/mouse patterns) that are ready to immediately initiate recording when their conditions are met. This preliminary setup eliminates the need to wait for control layer commands while maintaining centralized configuration capability
Solution Approach 2:
The patent introduces dynamic, multi-type local triggers that can adapt to different recording scenarios. The system can switch between different trigger types (performance-based, control-based, activity-based) depending on the situation, providing both immediate local response and flexible centralized configuration
Data Source
AI summary
Screen recording systems and methods, and non-transitory computer readable media, include receiving, from an applications server, a recording configuration including a local recording trigger, wherein the local recording trigger includes a start screen recording event and a stop screen recording event; monitoring activity on a device of a contact center agent; initiating recording of a screen of the device when the start screen recording event is detected; transmitting data captured in the recording to a recorder; and stopping transmission of the data captured in the recording to the recorder.