Thanks for giving me ideas. Very interesting analysis you did. - Yes, the applications the client uses is all web based. In fact it's a portal built solely on Flex/Flash. - No purpose to record the whole desktop but the open Internet Explorer or Firefox browsers only. - No need to filter sensitive data. Whole screen can be captured. - Login is done using Windows NT login for desktop. For phone sets it is via login/log-off to Queue.
So, you actually track every function of the application (e.g. if button SOLD is pressed then you log that)? And how is the "Watch" or "REMAKE" of the situation done? is it done on another dummy system where it has a copy of the web based portal and then you run the mouse movements and clicks over it to create the impression of what was done? If so, then you need a parallel system to the one existing so that if a movement is re-made then it's changes are not reflected onto the system. Am I right with my assumptions above? Thanks again for the feedback, Bruce Date: Wed, 26 Jan 2011 12:44:23 -0500 From: [email protected] To: [email protected] Subject: Re: [on-asterisk] Recorded audio files with video of screen capture - Any ideas? 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 QTI CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Quality Track International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of QTI. Use for any purpose or in any manner other than that expressly authorized is prohibited. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. --------------------------------------------------------------------- To unsubscribe, e-mail: [email protected] For additional commands, e-mail: [email protected]
