Methods and systems for automatically recognizing actions in a call center environment using screen capture technology
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United States of America Patent
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Jun 12, 2018
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app pub date -
Apr 5, 2017
filing date -
Feb 2, 2017
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Abstract
A system for recognizing processes performed by a call center agent during a session may collect input data by initiating a screen capture logging thread to capture screen shots of a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events, generates a mid-level event log comprising one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.
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