Showing papers by "NICE Systems published in 2000"
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14 Feb 2000TL;DR: In this paper, a method for monitoring agent telephonic interactions with customers is proposed, the method including a) receiving a CTI datum associated with a telephone call between an agent and a party, b) determining whether the telephone call is to be recorded, and c) recording at least a portion of the call.
Abstract: A method for monitoring agent telephonic interactions with customers, the method including a) receiving a CTI datum associated with a telephone call between an agent and a party, b) determining whether the telephone call is to be recorded by determining whether the CTI datum meets at least one predefined monitoring condition, and, if so, c) recording at least a portion of the telephone call.
293 citations