Joseph B Owen

US Patent:

20030142122, Jul 31, 2003

Filed:

Jan 31, 2002

Appl. No.:

10/061491

Inventors:

Christopher Straut - Duluth GA, US
Albert Boyers - Atlanta GA, US
Joseph Owen - Douglasville GA, US
Ram Choragudi - Alpharetta GA, US

International Classification:

G09G005/00

US Classification:

345/704000, 345/745000

Abstract:

Data selected from among data captured during at least one interaction between at least one server and at least one user is replayed. The captured data is collected during a given time period, and a session of interactions between the server and the user is assembled in the order in which they occurred. Then, the session is replayed. Data that satisfies predetermined search criteria may be searched for among the captured data, a result set of data satisfying the search criteria may be created, and the session may be assembled from the result set. The data may be searched based upon predefined rules. The search criteria may be specified by the user and may include a date and time range or a specific user. The captured data may be searched sequentially. The user may be a web server or a web browser, and the server may be a web server. The captured data may be in the form of an Internet protocol, and the session may be displayed as at least one web page to the user. Data captured during interactions between a plurality of servers and the user, the server and a plurality of users, or a plurality of servers and a plurality of users may be replayed.

US Patent:

20030145071, Jul 31, 2003

Filed:

Jan 31, 2002

Appl. No.:

10/061469

Inventors:

Christopher Straut - Duluth GA, US
Albert Boyers - Atlanta GA, US
Joseph Owen - Douglasville GA, US
Ram Choragudi - Alpharetta GA, US

International Classification:

G06F015/173

US Classification:

709/223000, 709/203000

Abstract:

Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user. Interception and storing may be performed concurrently for capturing data exchanged simultaneously between a plurality of servers and the user, the server and a plurality of users, or a plurality of servers and a plurality of users.

US Patent:

20030145140, Jul 31, 2003

Filed:

Jan 31, 2002

Appl. No.:

10/061489

Inventors:

Christopher Straut - Duluth GA, US
Albert Boyers - Atlanta GA, US
Joseph Owen - Douglasville GA, US
Ram Choragudi - Alpharetta GA, US

International Classification:

G06F013/00

US Classification:

710/033000

Abstract:

Data captured during at least one exchange between at least one server and at least one user is selectively processed. The captured data is retrieved, and a determination is made whether the retrieved data satisfies predefined rules. Data that satisfies the predefined rules is selected, and the selected data is recorded. The user may be a web browser or a web server, and the server may be a web server. The captured data may be in the form of an Internet protocol and is displayed to the user as a web page. Only a predetermined portion of the data is captured, e.g., a response or a request portion of the data. Image data associated with the captured data may be retrieved for displaying the web page to the user. Also, code module data associated with the captured data may be retrieved. Data captured during simultaneous exchanges between a plurality of servers and the user, the server and a plurality of users, or a plurality of servers and a plurality of users is processed.

US Patent:

20070027962, Feb 1, 2007

Filed:

Sep 22, 2006

Appl. No.:

11/534410

Inventors:

Christopher Straut - Duluth GA, US
Albert Boyers - Atlanta GA, US
Joseph Owen - Douglasville GA, US
Ram Choragudi - Alpharetta GA, US

Assignee:

WITNESS SYSTEMS, INC. - Roswell GA

International Classification:

G06F 15/16

US Classification:

709219000

Abstract:

Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user. Interception and storing may be performed concurrently for capturing data exchanged simultaneously between a plurality of servers and the user, the server and a plurality of users, or a plurality of servers and a plurality of users.

US Patent:

20070043608, Feb 22, 2007

Filed:

Aug 3, 2006

Appl. No.:

11/498161

Inventors:

John May - Roswell GA, US
Christopher Strant - Duluth GA, US
Joseph Owen - Douglasville GA, US
Marc Wallenstein - Roswell GA, US

Assignee:

Recordant, Inc. - Alpharetta GA

International Classification:

G07G 1/00
G06F 17/30

US Classification:

705010000

Abstract:

A system, method and computer program product for recording customer interactions, analyzing recordings and/or providing quality assessment and/or training is set forth. In an exemplary embodiment of the present invention, a system may include a customer interaction recordation application service provider system, which may include, in an exemplary embodiment, an ambulatory capture device adapted to record at least one audio (and/or video) face-to-face interaction between two parties such as, e.g., between an employee and a customer; an aggregation device which may include a cradle adapted to receive said capture device; an application service provider (ASP) server system adapted for user interactive access and analysis of the at least one captured interaction; and a network coupling the aggregation device to the ASP server system adapted to transmit the at least one captured interaction to the ASP server system upon receipt of the capture device in the cradle.