Bruce,
Just a few quick thoughts and ideas.
Questions:
Are the operators, are they using a windows app or are they working on a
web based app?
Is the purpose to record the whole desktop or just the application in focus?
Is there any fields that contain sensitive data that would require
masking (ie. Credit Card)?
Do the operators have a login process to both the asterisk box and the
desktop application?
The ideal situation would be that they are using a web (html) based
application, and they log in. So instead of recording the desktop like a
movie, you record all keystrokes and mouse movements, with time stamps
using javascript. You also get your asterisk box to talk to the app
server so that you can associate the audio file with the recorded
actions. This way when you go to listen to the audio you have the option
to "Watch", and then it replays all the actions. This way there is no
real video recording, and if there is sensitive data you can easily
disrupt it's recording &/or playback. The added benefit is you save a
ton on storage space, with the added benefit of being able to utilize
the recorded action data to do lots of different usage analysis.
We do something like this. We do not have the play back ability, but we
record and timestamp every mouse click and keystroke so we can do some
very interesting analysis for our clients. For example, most of our
clients are hotels, we record when the agent makes the offer ( quotes
room rates) and when they try to close the sale (ask for the business).
One analysis we did showed them that if their agent did not ask for the
business within the first 110 seconds of the call, their closing rate
fell over 25%.
Hope this gives you some ideas.
Mike
On 01/26/2011 11:19 AM, Bruce N wrote:
Hi Everyone,A client who has access to audio files, call records, and LIVE
visual of agent screen through VNC, is requesting to record the screen visuals
for later retrieval. There are quite a few programs that capture and record
screen shots but it would be very good if the screen recording was merged with
the audio file (recorded by Asterisk) to be available for later retrieval.
Since the agents do not use a softphone on this Ms Windows (all use SIP phone
sets on a separate network), I don't see any way but to have an automated
process where at the end of the day the captured video is chopped into pieces
and matched with call records and merged with the audio files to create a
screen shot video with the audio.
Anyone done something like this?
It would be great to hear about your experience with:
-Capture software capable of capturing screen whole day - light weight
prefered.-Video editors that would be able to perform above job - merging
audio+video and matching time stamps on both files - preferably
opensource.Thanks,Bruce
--
Mike Ashton
Quality Track International
Work: +1 647 724 3500 x251
Cell: +1 416 527 4995
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