Selective Dedication of Recording Resources to a Web Self-Service Interface

Abstract

Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

1 - 32 . (canceled)  
     
     
         33 . A method for selectively dedicating resources for recording data exchanged between entities attached to a network including a web self-service interface in a contact center enterprise and a user, the method comprising the steps of: 
 selecting an interconnection point among a plurality of interconnection points in a network, including a point between a user and a server, or between the server and a data repository, the selection being based on a recording rule for recording data;    dedicating a recording resource to the selected interconnection point, the recording resource being operable to record navigations of the web self-service interface;    wherein the recording resource associates a unique machine identification and times with the recorded navigations, thereby enabling the identification of at least one session based upon the unique machine identification and the times associated with the recorded navigations.    
     
     
         34 . The method of  claim 33 , wherein the recording resource comprises at least one active tap, the active tap being operable to selectively record only particular sessions that include a selective recording parameter configurable to be defined by the contact center enterprise.  
     
     
         35 . The method of  claim 34 , wherein the recording resources comprise at least one passive tap, the passive tap being operable to record substantially all sessions.  
     
     
         36 . The method of  claim 35 , wherein dedicating recording resources comprise choosing between said at least one active tap and said at least one passive tap based upon the recording objective.  
     
     
         37 . The method of  claim 36 , wherein the recording objective comprises maximum available network bandwidth during a period of high usage of the web self-service interface.  
     
     
         38 . The method of  claim 36 , wherein the recording objective comprises maximizing available network bandwidth during a period of high usage of the web self-service interface.  
     
     
         39 . The method of  claim 36 , wherein the recording objective is to record as many sessions as possible.  
     
     
         40 . The method of  claim 33 , wherein the web self-service interface further comprises a chat interface, whereby the user can interact with a contact center agent via the chat interface.  
     
     
         41 . The method of  claim 33 , wherein the web self-service interface further comprises a voice interaction interface, whereby the user can interact with a contact center agent via the voice interaction interface.  
     
     
         42 . The method of  claim 33 , wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record only a portion of the exchanged data.  
     
     
         43 . The method of  claim 41 , wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record the exchanged data for quality monitoring.  
     
     
         44 . The method of  claim 33 , wherein the step of selecting further comprises selecting the interconnection point between the user and the server when the recording objective is to record a data exchange from the user's perspective.  
     
     
         45 . The method of  claim 33 , wherein the step of selecting further comprises selecting the interconnection point between the server and the agent to when the recording objective is to recording a data exchange from the agent's perspective.  
     
     
         46 . A selective recording system operable to selectively dedicate recording resources to at least one of a plurality of interconnection points between a user and a web self-service interface in a contact center enterprise, the system comprising: 
 a selection agent configured to select from among a plurality of interconnection points in a network, including points between a user and a server, or between the server and a data repository, the selection being based on a recording rule for recording user navigations of the web self-service interface;    a dedication agent configured to dedicate a recording resource to the selected interconnection point, the recording resource being operable to record user navigations of the web self-service interface;    recording resources configured to communicated with the dedication agent and to record the user navigations captured via the selected interconnection point, based upon instructions from the dedication agent; and    wherein the recording resources associate a unique machine identification and times with recorded navigations of the web self-service interface, thereby enabling the identification of a session based upon the unique machine identification and the times associated with the recorded navigations.    
     
     
         47 . The method of  claim 46 , wherein the recording resources comprise at least one active tap, the active tap being operable to selectively record only particular sessions that include a selective recording parameter, configurable to be defined by the contact center enterprise.  
     
     
         48 . The method of  claim 47 , wherein the recording resources comprise at least one passive tap, the passive tap being operable to record substantially all sessions.  
     
     
         49 . The method of  claim 48 , wherein the dedication agent is operable to dedicate recording resources by choosing between said at least one active tap and said at least one passive tap based upon the recording objective.  
     
     
         50 . The method of  claim 49 , wherein the recording objective comprises maximizing available system data storage space.  
     
     
         51 . The method of  claim 49 , wherein the recording objective comprises maximum available network bandwidth during a period of high usage of the web self-service interface.  
     
     
         52 . The method of  claim 49 , wherein the recording objective is to record as many sessions as possible.  
     
     
         52 . The method of  claim 46 , wherein the web self-service interface further comprises a chat interface, whereby the user can interact with a contact center agent via the chat interface.  
     
     
         54 . The method of  claim 46 , wherein the web self-service interface further comprises a voice interaction interface, whereby the user can interact with a contact center agent via the voice interaction interface.  
     
     
         55 . The method of  claim 46 , wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record only a portion of the exchanged data.  
     
     
         56 . The method of  claim 55 , wherein the step of selecting further comprises selecting the interconnection point between the server and the data distributor when the recording objective is to record the exchanged data for quality monitoring.  
     
     
         57 . The method of  claim 46 , wherein the step of selecting further comprises selecting the interconnection point between the user and the server when the recording objective is to record a data exchange from the user's perspective.  
     
     
         58 . The method of  claim 46 , where in the step of selecting further comprises selecting the interconnection point between the user and the server when the recording objective is to record a data exchange from the agent's perspective.  
     
     
         59 . One or more computer readable media programmed to selectively dedicate recording resources used to record data exchanged between entities attached to a network, including at least one web self-service interface in an contact center enterprise and a user, the computer readable media comprising: 
 a selection component configured to select from among a plurality of interconnection points in the network, the plurality of interconnection points including at least one point between the user and the server, between the server and a data distributor connected to the user and the web server, or between the web server and the server for recording the exchanged data based on an at least one rule for recording data;    a dedication component configured to dedicate recording resources to the selected interconnection point, the recording resources being operable to record user navigations of a web self-service interface;    wherein the recording resources are operable to associate unique machine identifications and times with the recorded navigations, thereby enabling the identification of a session based upon the unique machine identifications and the times associated with the recorded navigations;    wherein the selection from among the interconnection points includes a selection between one or more active taps and one or more passive taps.