Predictive Screen Recording for Contact Centers

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Solution Overview

Problem

Current contact center systems record a fixed percentage of agent interactions, which is inefficient as it results in too few recordings for high-performing agents and too many for low-performing agents, leading to unnecessary storage costs and redundant evaluations.

Innovation Solution

A predictive screen recording system that calculates an Agent Recording Percentage (ARP) for each agent based on their performance indicators, dynamically determining the need for screen recordings to optimize storage usage and evaluation efficiency.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If a fixed predetermined percentage of interactions are recorded for all agents, then storage costs are controlled, but high-performance agents have too few recordings for quality evaluation while low-performance agents have redundant recordings

Engineering Contradiction:

Improvequality evaluation efficiencyVSAvoidstorage space consumption

Core Design Contradiction:

ProductivityVSQuantity of substance

Solution Approach 1:

The system applies different recording percentages to different agents based on their individual performance levels. High-performance agents receive lower recording percentages while low-performance agents receive higher percentages, ensuring each agent gets appropriate evaluation coverage without uniform over-recording.

Inventive Principle:

Principle #3Local quality

Solution Approach 2:

The recording percentage parameter is dynamically adjusted based on agent performance metrics. The system calculates an Agent Recording Percentage (ARP) value that changes according to performance indicators, allowing flexible optimization of both evaluation quality and storage efficiency.

Inventive Principle:

Principle #35Parameter changes

2Ease of manufacture

If random sampling is used for recording decisions, then implementation is simple, but the distribution of useful evaluation data is inefficient across different performance levels

Engineering Contradiction:

Improvesystem implementation simplicityVSAvoidevaluation data utility

Core Design Contradiction:

Ease of manufactureVSProductivity

Solution Approach 1:

The system uses agent performance feedback to dynamically adjust recording percentages. By continuously monitoring performance indicators and updating ARP values, the system optimizes recording decisions based on actual evaluation needs rather than random selection.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The recording percentage transitions from a static fixed value to a dynamic value that adapts to each agent's performance level. The ARP calculation allows the system to flexibly adjust recording rates in real-time based on changing performance conditions.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS11792325B2Predictive screen recording

Publication Date: 2023.10.17 NICE LTD

AI summary

A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.