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1. 发明授权

US09111239B2 Activity recording of contact handling system agents 有权
标题翻译：联系处理系统代理的活动记录
公开(公告)号：US09111239B2
公开(公告)日：2015-08-18
申请号：US13182328
申请日：2011-07-13
申请人： Brian D. Minert , David Peterson
发明人： Brian D. Minert , David Peterson
IPC分类号： G06Q10/06 , G06T1/00 , H04N7/167
CPC分类号： G06Q10/06 , G06T1/0021 , H04N7/167
摘要： 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.
摘要翻译：公开了在代理人的主管在接触处理系统中审查之前记录代理活动和显示信息的方法和装置，可选择地从记录的图像中修正敏感信息。所述方法可以包括在与所述接触介质的所述代理交互期间在视觉显示器上记录显示给所述代理的图像数据。该方法可以包括与所记录的图像数据组合的代理人听到和发表的内容的音频记录，以同时将视频和音频显示给管理员以在联系人处理系统中进行质量保证。该方法还可以包括修改所记录的图像数据中的一个或多个选择的像素，以便自动从记录的图像数据排除信息，从而产生编辑的图像数据。

2. 发明申请

US20130016115A1 ACTIVITY RECORDING OF CONTACT HANDLING SYSTEM AGENTS 有权
标题翻译：接触处理系统代理的活动记录
公开(公告)号：US20130016115A1
公开(公告)日：2013-01-17
申请号：US13182328
申请日：2011-07-13
申请人： Brian D. Minert , David Peterson
发明人： Brian D. Minert , David Peterson
IPC分类号： G09G5/00 , G06F15/16 , G09G5/02
CPC分类号： G06Q10/06 , G06T1/0021 , H04N7/167
摘要： 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.
摘要翻译：公开了在代理人的主管在接触处理系统中审查之前记录代理活动和显示信息的方法和装置，可选择地从记录的图像中修正敏感信息。所述方法可以包括在与所述接触介质的所述代理交互期间在视觉显示器上记录显示给所述代理的图像数据。该方法可以包括与所记录的图像数据组合的代理人听到和发表的内容的音频记录，以同时将视频和音频显示给管理员以在联系人处理系统中进行质量保证。该方法还可以包括修改所记录的图像数据中的一个或多个选择的像素，以便自动从记录的图像数据排除信息，从而产生编辑的图像数据。

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