WO2018228064A1 - 坐席录屏方法、装置、计算机设备和计算机可读存储介质 - Google Patents

坐席录屏方法、装置、计算机设备和计算机可读存储介质 Download PDF

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Publication number
WO2018228064A1
WO2018228064A1 PCT/CN2018/084791 CN2018084791W WO2018228064A1 WO 2018228064 A1 WO2018228064 A1 WO 2018228064A1 CN 2018084791 W CN2018084791 W CN 2018084791W WO 2018228064 A1 WO2018228064 A1 WO 2018228064A1
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Prior art keywords
screen
recording
server
agent
area
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PCT/CN2018/084791
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English (en)
French (fr)
Inventor
高凌云
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Definitions

  • the present application relates to a method and apparatus for recording a seat, a computer device, and a computer readable storage medium.
  • IP networks have gradually become an indispensable tool in people's daily work and life, and applications on IP networks are gradually developing toward multimedia.
  • the demand for multimedia is also being raised more and more, and is being seriously considered and implemented by more and more solution providers.
  • screen recording the communication process between the customer service representative and the user can be truly retained, providing strong evidence for conflict resolution and clear responsibility.
  • the inventor realized that in the conventional technology, when recording a screen, the entire screen of the screen at the seat side is generally recorded, which contains a lot of useless information, and the amount of data is large, which is not conducive to storage.
  • a method and apparatus for recording a seat, a computer device, and a computer readable storage medium are provided.
  • a seat recording method includes:
  • the time of the screen recording operation is integrated with the recorded video of the screen recording area.
  • a seat recording device includes:
  • a location obtaining module configured to acquire a location of the preset operation window when a preset operation window located on the screen is detected, and obtain a screen recording area according to the location of the preset operation window;
  • a screen recording module configured to perform a screen recording operation on the screen recording area
  • a time acquisition module configured to acquire the time of the recording operation
  • an integration module configured to integrate the time of the recording operation with the recorded video of the recording area.
  • a computer device comprising a memory and one or more processors having stored therein computer readable instructions, the computer readable instructions being executable by the processor to cause the one or more processors to execute The following steps:
  • the time of the screen recording operation is integrated with the recorded video of the screen recording area.
  • One or more non-transitory computer readable instruction storage media storing computer readable instructions, when executed by one or more processors, cause one or more processors to perform the steps of:
  • the time of the screen recording operation is integrated with the recorded video of the screen recording area.
  • FIG. 1 is an application environment diagram of a seat recording system in accordance with one or more embodiments.
  • FIG. 2 is a flow chart of a method of recording a seat in accordance with one or more embodiments.
  • 3 is a flow chart of an adjustment step in accordance with one or more embodiments.
  • FIG. 4 is a schematic diagram of a screen area in accordance with one or more embodiments.
  • FIG. 5 is a flow diagram of an allocation step in accordance with one or more embodiments.
  • FIG. 6 is a flow diagram of a verification step in accordance with one or more embodiments.
  • FIG. 7 is a block diagram of a seat recording device in accordance with one or more embodiments.
  • FIG. 8 is a block diagram of a computer device in accordance with one or more embodiments.
  • the agent recording system includes a server, a plurality of agents, a database, and a quality inspection end, and the seat end may be a fixed seat.
  • the end or the mobile seat side, the fixed seat side can be a desktop computer, etc., and the mobile seat side can be a mobile phone, a portable computer, a tablet computer, and the like.
  • the agent can provide the agent service to the user through the agent.
  • the agent can provide the agent service by communicating with the user terminal or the official terminal deployed at a fixed location through the agent.
  • the official terminal can be deployed in the bank or subway. Stations such as stations and other workplaces, such as VTM machines (Video Teller Machine).
  • the server can communicate with the client terminal, the user terminal, or the official terminal. For example, when the user needs the agent to provide the agent service, the server may first request the server, and the server allocates the corresponding agent to the user according to the user information, so that the server can Realize the communication between the agent terminal and the user terminal or the official terminal.
  • the database can be a database of steps on the server side, which can store all the screen recording data, user data, agent data, and the like.
  • the quality inspection end can communicate with the server side. For example, the quality inspection personnel can retrieve the screen recording data in the database of the server side through the quality inspection end, so as to evaluate the work of the agent at any time, thereby improving the quality of the agent service.
  • FIG. 2 is a flowchart of a method for recording a seat in an embodiment
  • the present embodiment is illustrated by applying the method to the seat end in the above-mentioned seat recording system of FIG.
  • a seat recording program is run on the seat side, and the seat recording method is implemented by the seat end control program.
  • the method specifically includes the following steps:
  • the preset operation window is an operation window that requires a screen recording, for example, a video window with a user video, a webpage window for querying a user credit record, a webpage window for querying a user application information, and the like.
  • the agent side can detect the preset operation window by querying the process list of the agent side. For example, whether the video window process exists in the process list can be used to determine whether there is a preset operation window.
  • the agent terminal may obtain the location of the preset operation window when it is determined that the preset operation window exists, for example, the attribute of the preset operation window may be read, thereby determining the display position of the preset operation window on the agent end screen.
  • S204 Acquire a recording area according to a position of the preset operation window.
  • the area where the video window of the user video is located may be used as the screen recording area.
  • the screen recording area may be used as the screen recording area.
  • there are at least two preset operation windows for example, there is a video window with the user video, and there is a webpage window for querying the user credit record, it is necessary to dynamically adjust the screen recording area according to the positions of the two windows.
  • the screen recording area may be a continuous recording area or a discrete recording area.
  • the contour of the overlapped preset operation window can be acquired, and the area surrounded by the contour is the recording area.
  • the agent side can obtain the minimum area including the two preset operation windows as the recording area, and can also correspond to the mark box including the area where the two preset windows are located.
  • the area is used as a recording area, for example, an area corresponding to a rectangular frame including the area where the two preset windows are located, or an area corresponding to another irregular box or a rule box of the area where the two preset windows are located is recorded. Screen area.
  • the screen recording area may also be a discrete screen area, such as a first screen area containing a video window of the user video and a web page window including the query user credit record.
  • the first screen recording area and the second screen recording area together form a complete screen recording area.
  • the screen recording operation includes recording the image of the screen recording area, and recording the call between the agent and the user, wherein the recording of the call between the agent and the user can completely save the communication data between the agent and the user.
  • the recording of the image in the recording area can provide more intuitive image data, and the information contained therein is more abundant, and provides accurate data for the quality inspection operation of the subsequent quality inspection end, which can greatly improve the work efficiency of the quality inspection personnel and promote the agent. The improvement of personnel service level.
  • the recording operation time refers to the time during which the agent is in the process of recording, for example, from 9:1 am to 9:30 pm, the agent end is always in the recording screen, and the recording process can be obtained in real time during the recording process. Recording time, for example, directly reading the time on the screen of the agent.
  • the agent side can also obtain only the start time and end time of the screen recording operation, and the like.
  • the recording operation time is integrated with the video of the recorded screen recording area.
  • the time for obtaining the screen recording operation is to read the time on the screen of the agent side
  • the time read can be directly embedded into the video of the recorded screen area for real-time display.
  • the start time of the screen recording operation can be embedded into the video of the recorded screen area, and then the real time is clocked and displayed according to the clock of the seat end, thereby obtaining Integrated video.
  • the above-mentioned agent recording screen method determines the recording area by obtaining the position of the preset operation window, instead of directly using the entire screen as the recording area, which can greatly reduce the amount of data recording, and the recording operation time and the recorded recording time.
  • the video in the screen area is integrated to ensure the integrity of the recorded data.
  • FIG. 3 is a flowchart of an adjustment step according to one or more embodiments.
  • the method for recording the screen further includes an adjustment step, which may be performed during the execution of the method. For example, when the agent finds that the recording area is inappropriate, the agent can adjust the recording area.
  • the adjusting step may include:
  • the display screen area may be marked with a screen recording area to distinguish the non-recording area in the seat side screen, for example, the color of the screen area may be changed, or the screen area may be highlighted. Either display the outline of the recording area or dim the brightness of the recording area, so that the agent can intuitively determine the recording area.
  • the agent side can also keep the recording area unchanged, change the color of the non-recording area in the agent side screen, or highlight the non-recording area, or perform the contour of the non-recording area. Display, or dim the brightness of the non-recording area, etc., so that the agent can intuitively determine the recording area.
  • the screen adjustment instruction may be an instruction that the agent inputs to the agent end through a mouse, a touch screen, or the like.
  • the user can re-draw the recording area by using the mouse, as shown in FIG. 4, which is a schematic diagram of the recording area in an embodiment, where the area A is the recording area automatically determined by the seat end, and the line B is determined by the user through the mouse.
  • FIG. 4 is a schematic diagram of the recording area in an embodiment, where the area A is the recording area automatically determined by the seat end, and the line B is determined by the user through the mouse.
  • the screen on the seat side is a touch screen
  • the agent can directly draw a new screen area by manual operation, such as the contour C in FIG.
  • the agent side may prohibit the agent from turning down the recording area A automatically determined by the agent side, and the agent can only supplement the recording area A automatically determined by the agent side, that is,
  • the recording area A is subjected to an enlargement processing, that is, an area corresponding to the contour C re-determined by the agent or a new area composed of the line B and the area A is to include the recording area A automatically determined by the seat side.
  • the agent side automatically determines the recording area A, and the line B determined by the agent through the mouse is connected with the point M and the point N on the contour of the recording area A, so that the seat end can be according to the line B and the recording area A re-determine the recording area D including the recording area A.
  • the agent adjusts the recording area A through the touch screen, for example, the recording area C newly redrawn by the agent includes the original recording area A, and the seat side can directly re-draw the recording area of the agent.
  • C is the final recording area.
  • the screen player when there is a problem in the screen recording area automatically determined by the agent side, the screen player can perform real-time adjustment, thereby further ensuring the integrity of the screen recording data, and laying a foundation for subsequent screen recording data.
  • the assigning step is performed prior to the steps of the embodiment shown in FIG. 2, and the assigning step may include:
  • S502 Log in to the server by registering an account and a password.
  • the agent needs to log in to the server before providing the agent service, and only then the server will allocate the agent service to the agent.
  • the server side implements association storage of the agent end identifier, the registered account, and the password, so as to ensure that only the agent side registered by the server can be assigned the agent service.
  • the agent logs in to the server by sending the registered account and password to the server. For example, when the agent arrives at the unit, log in to the server by registering the account and password to indicate to the server that the agent service can be provided. When the agent is off duty, Exit the server to indicate to the server that the agent service is currently unavailable.
  • S504 Send the agent end identifier to the server.
  • the service stores the agent ID, the registered account, and the password in association, that is, only the registration input through the corresponding agent is input.
  • the account and password can be successfully logged into the server, so that even if the registered account and password are illegally stolen, the illegal person cannot log in to the server because the illegal person is not logged in at the agent corresponding to the agent ID associated with the registered account.
  • the agent end identifier may be an identifier that uniquely identifies the agent end, for example, it may be a MAC address (Media Access Control) of the agent side, or a network phone number of the agent side, or an agent number of the agent at the agent end. Wait.
  • MAC address Media Access Control
  • S506 The recording screen serial number assigned by the receiving server when the registered account and the agent end identifier match.
  • the server may query the agent identifier corresponding to the registered account stored in the server according to the registered account, and when the queried end identifier is sent to the agent end sent by the agent end, If the identifiers are consistent, the server considers that the verification is successful. Therefore, the agent can be assigned an agent service, so that the server can generate a corresponding screen recording number according to the agent identifier and the user identifier of the user requesting the agent service.
  • the screen recording serial number may be an identifier that uniquely determines the agent service, for example, the system may be generated according to the time of the agent request, the agent end identifier, the user identifier of the user requesting the agent service, or may be added. A random number to ensure the uniqueness of the recording serial number.
  • S508 Establish an agent service corresponding to the screen recording serial number, and detect whether there is a preset operation window located on the screen.
  • the agent service corresponding to the user is established according to the user identifier in the recording channel serial number, for example, a communication connection can be established, and the corresponding video is directly displayed on the screen of the agent side. Window, or directly establish voice communication.
  • the agent After the agent establishes the agent service with the terminal of the corresponding user, the preset operation window involved in the agent service needs to be recorded. Therefore, after the agent service is established, the agent detects whether there is a pre-screen on the screen of the agent. Set the operation window.
  • the screen recording process is directly performed according to the voice communication window or the video communication window, and the preset operation window is detected in real time during the screen recording process, when there are other presets
  • the recording area is adjusted in real time according to the other preset operation windows.
  • the agent end identifier, the registered account, and the password are stored in association with the server.
  • the server allocates the agent service to the agent.
  • the agents that provide the agent service are all verified to improve the security of the agent service.
  • FIG. 6 is a flow diagram of a verification step in accordance with one or more embodiments, which may be performed after step S210 of the embodiment illustrated in FIG. 2, ie, After the step of integrating the recording operation time with the video of the recorded recording area, the verification step may include:
  • S602 Send the agent end identifier and the screen recording serial number to the server.
  • the server since the server sends the corresponding screen recording serial number to the agent end when the agent service is allocated, only the agent end with the agent end identifier and the screen recording serial number can send the screen recording data to the server for storage. This prevents illegal personnel from sending virus files and the like to the server, causing server file corruption. For example, after the illegal agent logs in to the server by intercepting the registered account and the agent ID of the legal agent, the server sends the recording serial number to the legal agent, and the illegal agent cannot obtain the recording serial number. Therefore, when the illegal agent sends a virus file to the server, because the agent serial number sent to the server is wrong, the server does not accept the virus file sent by the server, thereby verifying and transmitting the screen data through the agent at the time of login. The double-layer verification mechanism of the verification of the agent at the time ensures the security of the data sent to the server.
  • S604 The verification information obtained by the receiving server according to the agent end identifier and the screen recording serial number.
  • the server serial number is associated with the assigned agent end identifier and stored in the server end, thereby establishing a one-to-one correspondence between the screen recording serial number and the agent end identifier.
  • the server may obtain the agent end identifier stored in the server according to the screen recording serial number, and the storage server is associated with the recording screen serial number.
  • the agent ID is the same as the agent ID sent by the agent
  • the authentication information indicating that the verification is successful is generated, and the agent identifier associated with the screen water number and the agent identifier sent by the agent are stored in the server.
  • the verification information indicating that the verification fails is generated, and the verification information is fed back to the agent.
  • the integrated video is sent to the server, which may be sent directly after each recording is completed, or when the agent is idle, for example, when the agent is not in the agent service, this may prevent the video from being sent when the video is sent.
  • the issue of the network congestion of the agent service is sent.
  • the integrated video can be packaged and compressed and then sent to the server, which can reduce the amount of data transmission and improve the efficiency of data transmission.
  • the verification information sent by the server to the agent end indicates that the verification is successful, it indicates that the agent side can send the screen recording data to the server, so that the agent side can send the screen recording data, that is, the integrated video, to the server, for example, for example, After the screen recording is finished, the screen recording data can be directly sent to the server, so that the next screen recording service can be performed.
  • the screen recording data can be sent to the server when idle, for example, when the screen recording service is not in use. The agent sends the stored screen recording data to the server.
  • the agent side may display a prompt or warning message to prompt or warn the agent to send the failure.
  • the legality of the agent end can be verified first before the agent sends the integrated video to the server, thereby ensuring the legality of the agent end, thereby ensuring the seat end.
  • the information sent to the server is secure, improving the security of the agent recording system.
  • the step of transmitting the integrated video to the server includes naming the integrated video according to the agent end identifier and the screen recording serial number; and transmitting the named integrated video to the server.
  • the agent side may name the integrated video according to the agent end identifier and the screen recording serial number, for example, may be named by the following rules: screen start time (year, month, day, hour, minute, and second) + screen end time + user ID + Agent end identification + recording screen serial number +.mp4, in order to facilitate the call of the quality check seat, wherein the user identification can be the user's phone number and so on.
  • the integrated video is stored in the server's database with this name, so that the screen data stored in the database can be classified and managed according to the name.
  • the quality inspection end can query the corresponding screen recording data according to the recording screen start time, the recording end time, the incoming extension number, the answering extension number, the recording serial number, and the like. Therefore, the quality inspection seat can play back the stored screen recording data, thereby realizing the evaluation of the agent's agent service.
  • the file of the integrated video is named, and the named integrated video is sent to the server, so that the quality inspection end can obtain the corresponding screen recording data according to the file name, and the call is convenient.
  • steps in the flowcharts of FIGS. 2, 3, 5, and 6 are sequentially displayed in accordance with the indication of the arrows, these steps are not necessarily performed in the order indicated by the arrows. Except as explicitly stated herein, the execution of these steps is not strictly limited, and the steps may be performed in other sequences. Moreover, at least some of the steps in FIGS. 2, 3, 5, and 6 may include a plurality of sub-steps or stages, which are not necessarily performed at the same time, but may be at different times. Execution, the order of execution of these sub-steps or stages is not necessarily performed sequentially, but may be performed alternately or alternately with at least a portion of other steps or sub-steps or stages of other steps.
  • FIG. 7 is a block diagram of a seat recording device in an embodiment, the device comprising:
  • the location obtaining module 100 is configured to acquire a location of the preset operation window when the preset operation window located on the screen is detected, and acquire the screen recording area according to the location of the preset operation window.
  • the screen recording module 200 is configured to perform a screen recording operation on the screen recording area.
  • the time acquisition module 300 is configured to obtain a time of the screen recording operation.
  • the integration module 400 is configured to integrate the time of the screen recording operation with the video of the recorded screen recording area.
  • the apparatus may further include:
  • Display module for displaying the recording area.
  • the adjustment instruction receiving module is configured to receive the recording area adjustment instruction.
  • the adjustment module is configured to adjust the recording area according to the recording area adjustment instruction.
  • the apparatus may further include:
  • Login module used to log in to the server by registering an account and password.
  • the sending module is configured to send the agent end identifier to the server.
  • the receiving module is configured to receive a recording channel serial number assigned by the server when the registered account and the agent end identifier match.
  • the service establishment module is configured to establish an agent service corresponding to the screen recording serial number, and detect whether there is a preset operation window located on the screen.
  • the sending module is further configured to send the agent end identifier and the screen recording serial number to the server after integrating the time of the screen recording operation with the video of the recorded screen recording area.
  • the receiving module is further configured to receive verification information obtained by the server according to the agent end identifier and the screen recording serial number.
  • the sending module is further configured to: when the verification information indicates that the verification is successful, send the integrated video to the server; when the verification information indicates that the verification fails, the sending fails.
  • the sending module can include:
  • the naming unit is used to name the integrated video according to the agent end identifier and the screen recording serial number.
  • a sending unit for sending the named integrated video to the server.
  • the various modules in the above-described agent recording device can be implemented in whole or in part by software, hardware, and combinations thereof.
  • Each of the above modules may be embedded in or independent of the processor in the computer device, or may be stored in a memory in the computer device in a software form, so that the processor invokes the operations corresponding to the above modules.
  • a computer device which may be a terminal, and its internal structure diagram may be as shown in FIG.
  • the computer device includes a processor, memory, network interface, display screen, and input device connected by a system bus.
  • the processor of the computer device is used to provide computing and control capabilities.
  • the memory of the computer device includes a non-volatile storage medium, an internal memory.
  • the non-volatile storage medium stores an operating system and a computer program.
  • the internal memory provides an environment for operation of an operating system and computer programs in a non-volatile storage medium.
  • the network interface of the computer device is used to communicate with an external terminal via a network connection.
  • the computer program is executed by the processor to implement a method of recording a seat.
  • the display screen of the computer device may be a liquid crystal display or an electronic ink display screen
  • the input device of the computer device may be a touch layer covered on the display screen, or may be a button, a trackball or a touchpad provided on the computer device casing. It can also be an external keyboard, trackpad or mouse.
  • FIG. 8 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation of the computer device to which the solution of the present application is applied.
  • the specific computer device may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.
  • a computer device comprising a memory and one or more processors having stored therein computer readable instructions, the computer readable instructions being executed by the processor such that the one or more processors perform the step of: detecting that the screen is located When the preset operation window is on, the position of the preset operation window is obtained. The recording area is obtained according to the position of the preset operation window. Record the screen area. Get the time of the screen recording operation. And integrate the time of the screen recording operation with the video of the recorded screen area.
  • the processor may also implement the following steps when executing the program: displaying the recording area. Receive the recording area adjustment command. And adjust the screen area according to the screen area adjustment instruction.
  • the processor may also implement the following steps: log in to the server by registering an account and a password. Send the agent side ID to the server. The recording server serial number assigned by the receiving server when the registered account and the agent end identifier match. And establishing an agent service corresponding to the screen recording serial number, and detecting whether there is a preset operation window located on the screen.
  • the processor may further implement the following steps: sending the agent side identifier and the screen recording serial number to the server.
  • the receiving server obtains the verification information according to the agent end identifier and the screen recording serial number.
  • the verification information indicates that the verification is successful
  • the integrated video is sent to the server.
  • the prompt fails to be sent.
  • the processor executes the program, the following steps may be implemented: the integrated video is named according to the agent end identifier and the screen recording serial number. And send the named integrated video to the server.
  • One or more non-transitory computer readable instruction storage media storing computer readable instructions, when executed by one or more processors, cause one or more processors to perform the steps of: detecting When the preset operation window is located on the screen, the position of the preset operation window is obtained. The recording area is obtained according to the position of the preset operation window. Record the screen area. Get the time of the screen recording operation. And integrate the time of the screen recording operation with the video of the recorded screen area.
  • the following steps can also be implemented: displaying the recording area. Receive the recording area adjustment command. And adjust the screen area according to the screen area adjustment instruction.
  • the following steps can be implemented: logging in to the server by registering an account and a password. Send the agent side ID to the server. Receiving a screen recording number assigned when the registered account and the agent end identifier match; and establishing an agent service corresponding to the screen recording serial number, and detecting whether there is a preset operation window located on the screen.
  • the following steps may be implemented: sending the agent end identifier and the screen recording serial number to the server.
  • the receiving server obtains the verification information according to the agent end identifier and the screen recording serial number.
  • the verification information indicates that the verification is successful
  • the integrated video is sent to the server; and when the verification information indicates that the verification fails, the transmission fails.
  • the following steps may be further performed: the integrated video is named according to the agent end identifier and the screen recording serial number. And send the named integrated video to the server.
  • Non-volatile memory can include read only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory.
  • Volatile memory can include random access memory (RAM) or external cache memory.
  • RAM is available in a variety of formats, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronization chain.
  • SRAM static RAM
  • DRAM dynamic RAM
  • SDRAM synchronous DRAM
  • DDRSDRAM double data rate SDRAM
  • ESDRAM enhanced SDRAM
  • Synchlink DRAM SLDRAM
  • Memory Bus Radbus
  • RDRAM Direct RAM
  • DRAM Direct Memory Bus Dynamic RAM
  • RDRAM Memory Bus Dynamic RAM

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Abstract

一种坐席录屏方法，该方法包括当检测到位于屏幕上的预设操作窗口时，则获取预设操作窗口的位置；根据预设操作窗口的位置获取录屏区域；对录屏区域进行录屏操作；获取录屏操作的时间；将录屏操作的时间与所录制的所述录屏区域的视频进行整合。

Description

坐席录屏方法、装置、计算机设备和计算机可读存储介质
相关申请的交叉引用
本申请要求于2017年6月12日提交中国专利局，申请号为2017104396285，申请名称为“坐席录屏方法、装置、计算机设备和计算机可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及一种坐席录屏方法、装置、计算机设备和计算机可读存储介质。
背景技术
随着因特网的高速发展，IP网络已逐渐成为人们日常工作和生活中必不可少的工具，并且IP网络上的应用正逐渐向多媒体化发展。对于呼叫中心这个应用领域，多媒体化的需求也越来越多地被提出，并被越来越多的方案提供商认真考虑并予以实施。通过录屏可以真实的保留客服代表与用户的交流过程，为解决冲突、明确责任提供有力的证据。
但是，发明人意识到，传统技术中在录屏时，一般是将坐席端的屏幕整个屏幕录制下来，其中包含有许多无用信息，数据量大，不利于存储。
发明内容
根据本申请公开的各种实施例，提供一种坐席录屏方法、装置、计算机设备和计算机可读存储介质。
一种坐席录屏方法，包括：
当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置；
根据所述预设操作窗口的位置获取录屏区域；
对所述录屏区域进行录屏操作；
获取所述录屏操作的时间；及
将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
一种坐席录屏装置，包括：
位置获取模块，用于当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置，且根据所述预设操作窗口的位置获取录屏区域；
录屏模块，用于对所述录屏区域进行录屏操作；
时间获取模块，用于获取所述录屏操作的时间；及
整合模块，用于将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
一种计算机设备，包括存储器和一个或多个处理器，所述存储器中储存有计算机可读 指令，所述计算机可读指令被所述处理器执行时，使得所述一个或多个处理器执行以下步骤：
当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置；
根据所述预设操作窗口的位置获取录屏区域；
对所述录屏区域进行录屏操作；
获取所述录屏操作的时间；及
将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
一个或多个存储有计算机可读指令的非易失性计算机可读指令存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：
当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置；
根据所述预设操作窗口的位置获取录屏区域；
对所述录屏区域进行录屏操作；
获取所述录屏操作的时间；及
将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
本申请的一个或多个实施例的细节在下面的附图和描述中提出。本申请的其它特征和优点将从说明书、附图以及权利要求书变得明显。
附图说明
为了更清楚地说明本申请实施例中的技术方案，下面将对实施例中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其它的附图。
图1为根据一个或多个实施例中坐席录屏系统的应用环境图。
图2为根据一个或多个实施例中的坐席录屏方法的流程图。
图3为根据一个或多个实施例中调整步骤的流程图。
图4为根据一个或多个实施例中录屏区域的示意图。
图5为根据一个或多个实施例中分配步骤的流程图。
图6为根据一个或多个实施例中的验证步骤的流程图。
图7为根据一个或多个实施例中的坐席录屏装置的框图。
图8为根据一个或多个实施例中的计算机设备的框图。
具体实施方式
为了使本申请的技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用于解释本申请，并不用于限定本申请。
请参阅图1，为一实施例中坐席录屏系统的应用环境图，在该实施例中，该坐席录屏系统包括服务器、数个坐席端、数据库以及质检端，坐席端可以是固定坐席端或移动坐席端，固定坐席端可以为台式电脑等，移动坐席端可以为手机、便携式电脑、平板电脑等。坐席人员可以通过坐席端为用户提供坐席服务，例如坐席人员可以通过坐席端与用户终端、或者部署在固定地点的官方终端相通信来为用户提供坐席服务，该官方终端可以为部署在银行、地铁站等其他工作场合的柜员机，例如VTM机(Video Teller Machine，远程柜员机)等。服务器可以与坐席端和用户终端或官方终端等进行通信，，例如当用户需要坐席提供坐席服务时，可以先向服务器进行请求，服务器则会根据用户信息来为用户分配相应的坐席端，从而可以实现坐席端与用户终端或官方终端的通信。数据库可以是步数在服务器端的数据库，其可以存储所有的坐席端的录屏资料、用户资料、坐席端资料等。质检端可以与服务器端进行通信，例如质检人员可以通过质检端调取存在服务器端的数据库中的录屏资料，以随时对坐席人员的工作进行评价，从而可以提高坐席服务的质量。
参阅图2，为一实施例中的坐席录屏方法的流程图，本实施例以该方法应用到上述图1中的坐席录屏系统中的坐席端来举例说明。该坐席端上运行有坐席录屏程序，通过该坐席端控制程序来实施坐席录屏方法。该方法具体包括如下步骤：
S202：当检测到位于屏幕上的预设操作窗口时，则获取预设操作窗口的位置。
具体地，预设操作窗口为需要录屏的操作窗口，例如，与用户视频的视频窗口，查询用户信用记录的网页窗口，查询用户申请信息的网页窗口等。
其中坐席端可以通过查询坐席端的进程列表以检测预设操作窗口，例如可以通过查询进程列表中是否存在视频窗口进程来确定是否存在预设操作窗口。可选地，坐席端可以在确定存在预设操作窗口时，获取预设操作窗口的位置，例如可以读取预设操作窗口的属性，从而确定该预设操作窗口在坐席端屏幕的显示位置。
S204：根据预设操作窗口的位置获取录屏区域。
具体地，当只存在一个预设窗口时，例如只有与用户视频的视频窗口时，则可以将该与用户视频的视频窗口所在的区域作为录屏区域。但是当存在至少两个预设操作窗口时，例如即存在与用户视频的视频窗口，又存在查询用户信用记录的网页窗口时，则需要根据该两个窗口的位置来动态调整录屏区域。
可选地，当存在至少两个预设操作窗口时，录屏区域可以是连续录屏区域或者离散录屏区域。例如当两个预设操作窗口时互相重叠时，则可以获取重叠后的预设操作窗口的轮廓，该轮廓所包围的区域即为录屏区域。当两个预设操作窗口未相互重叠时，坐席端可以获取包含该两个预设操作窗口的最小区域作为录屏区域，还可以通过一包含该两个预设窗口所在区域的标记框所对应的区域作为录屏区域，例如一包含该两个预设窗口所在区域的矩形框所对应的区域，或者包含该两个预设窗口所在区域的其他不规则框或规则框所对应的区域作为录屏区域。且当两个预设操作窗口未相互重叠时，录屏区域还可以是离散录屏区域，例如一包含与用户视频的视频窗口的第一录屏区域和包含查询用户信用记录的网页 窗口的第二录屏区域，该第一录屏区域和第二录屏区域一同组成一完整的录屏区域。
S206：对录屏区域进行录屏操作。
具体地，录屏操作既包括对录屏区域的图像进行录制，还包括对坐席人员与用户的通话的录制，其中坐席人员与用户的通话的录制可以完整保存坐席人员和用户之间的交流数据，录屏区域的图像的录制能够提供更加直观的图像数据，且包含的信息也更加丰富，为后续质检端的质检操作提供了准确的数据，可以大大提高质检人员的工作效率，促进坐席人员服务水平的提高。
S208：获取录屏操作的时间。
具体，录屏操作时间是指坐席端在进行录屏过程中的时间，例如从上午九点一刻至下午九点半，坐席端一直在录屏中，则该录屏过程中，可以实时获取录屏时间，例如直接读取坐席端屏幕上的时间。可选地，坐席端还可以只获取录屏操作的开始时间和结束时间等。
S210：将录屏操作的时间与所录制的录屏区域的视频进行整合。
具体地，为了保证录屏数据的完整性，为后续质检提供准确、完整的录屏数据，将录屏操作的时间与所录制的录屏区域的视频进行整合。例如，获取录屏操作的时间是读取坐席端屏幕上的时间时，则可以直接将所读取的时间嵌入至所录制的录屏区域的视频中，进行实时显示。当仅获取到录屏操作的开始时间和结束时间时，则可以将录屏操作的开始时间嵌入至所录制的录屏区域的视频中，再根据坐席端的时钟进行实时计时并显示，从而可以得到整合后的视频。
上述坐席录屏方法，通过获取预设操作窗口的位置来确定录屏区域，而非直接将整个屏幕作为录屏区域，可以大大减少数据录制量，且将录屏操作的时间和所录制的录屏区域的视频进行整合，保证了录屏数据的完整性。
在其中一个实施例中，参阅图3，图3为根据一个或多个实施例中调整步骤的流程图，上述坐席录屏方法还包括一调整步骤，该调整步骤可以是在上述方法执行过程中进行，例如每当坐席人员发现录屏区域不合适时，坐席人员均可以对该录屏区域进行调整，该调整步骤可以包括：
S302：显示录屏区域。
具体地，显示录屏区域可以是将录屏区域进行标记以与坐席端屏幕中的非录屏区域进行区分，例如可以将录屏区域的颜色进行改变，或者将录屏区域进行高亮显示，或者将录屏区域的轮廓进行显示，或者将录屏区域的亮度调暗等，从而坐席人员可以直观地确定录屏区域。可选地，坐席端还可以保持录屏区域不变，将坐席端屏幕中的非录屏区域的颜色进行改变，或者将非录屏区域进行高亮显示，或者将非录屏区域的轮廓进行显示，或者将非录屏区域的亮度调暗等，从而坐席人员可以直观地确定录屏区域。
S304：接收录屏区域调整指令。
具体地，录屏调整指令可以是坐席人员通过鼠标、触摸屏等输入至坐席端的指令。例如用户可以通过鼠标重新画出录屏区域，如图4，图4为一实施例中录屏区域的示意图， 其中区域A为坐席端自动确定的录屏区域，线条B是用户通过鼠标重新确定的录屏区域的一条边。当坐席端的屏幕为触摸屏时，坐席人员可以直接通过手动操作来绘制新的录屏区域，例如图4中的轮廓C。可选地，为了防止坐席人员将违规操作的区域去除，坐席端可以禁止坐席人员将坐席端自动确定的录屏区域A调小，坐席人员只能补充坐席端自动确定的录屏区域A，即将录屏区域A进行调大处理，即坐席人员重新确定的轮廓C所对应的区域或者线条B和区域A所组成的新区域要包含坐席端自动确定的录屏区域A。
S306：根据录屏区域调整指令对录屏区域进行调整。
具体地，请继续参见图4，坐席端自动确定录屏区域A，坐席人员通过鼠标确定的线条B，与录屏区域A的轮廓上的点M和点N相连接，从而坐席端可以根据线条B以及录屏区域A重新确定包含录屏区域A的录屏区域D。另外当坐席人员通过触摸屏来调整录屏区域A时，例如坐席人员重新画出的录屏区域C，其包含原来的录屏区域A，则坐席端可以直接将坐席人员重新画出的录屏区域C作为最终的录屏区域。
上述实施例中，当坐席端自动确定的录屏区域存在问题时，录屏人员可以进行实时地调整，从而进一步地保证了录屏数据的完整性，为后续录屏数据的奠定了基础。
参阅图5，为根据一个或多个实施例中分配步骤的流程图，该分配步骤是在图2所示的实施例的步骤之前进行，该分配步骤可以包括：
S502：通过注册账号和密码登录服务器。
具体地，坐席端在提供坐席服务前需要登录服务器，只有这样服务器才会给坐席端分配坐席服务。其中服务器端实现将坐席端标识、注册账号和密码进行了关联存储，从而保证只有在服务器进行注册过的坐席端才能够被分配坐席服务。坐席端通过将注册账号和密码发送至服务器的方式来登录服务器，例如当坐席人员到达单位时，通过注册账号和密码登录服务器，以向服务器表明当前可以提供坐席服务，当坐席人员下班时，则退出服务器，从而向服务器表明当前不可以提供坐席服务。
S504：向服务器发送坐席端标识。
具体地，为了防止不法分子通过模拟坐席人员的注册账号和密码来登录服务器以获取服务器的内容，服务将坐席端标识、注册账号和密码进行了关联存储，即只有通过相应的坐席端输入的注册账号和密码才能够成功登录服务器，从而即使注册账号和密码被非法盗取了，由于非法人员不在与注册账号相关联的坐席端标识所对应的坐席端登录，从而非法人员也不能够登录服务器。
其中坐席端标识可以是唯一确定该坐席端的标识，例如其可以是坐席端的MAC地址(Media Access Control，媒体访问控制地址)，或者是坐席端的网络电话号码等，或者是坐席端的坐席人员的工号等。
S506：接收服务器在注册账号和坐席端标识相匹配时分配的录屏流水号。
具体地，服务器在接收到坐席端发送的坐席端标识之后，可以根据注册账号查询服务器中存储的注册账号所对应的坐席端标识，当该查询到的坐席端标识与坐席端发送过来的 坐席端标识相一致时，则服务器认为验证成功，因此可以给该坐席端分配坐席服务，从而服务器可以根据该坐席端标识以及请求坐席服务的用户的用户标识来生成相应的录屏流水号。
可选地，该录屏流水号可以是唯一确定本次坐席服务的标识，例如其可以是系统根据坐席请求的时间、坐席端标识、请求坐席服务的用户的用户标识生成的，或者还可增加一随机数，以保证录屏流水号的唯一性。
S508：建立与录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
具体地，当坐席端收到录屏流水号时，会根据录屏流水号中的用户标识建立与相应的用户的坐席服务，例如可以建立通信连接，并在坐席端的屏幕上直接显示相应的视频窗口，或者直接建立语音通信等。
当坐席端与相应的用户的终端建立起坐席服务后，则需要对坐席服务所涉及的预设操作窗口进行录屏处理，因此，在建立坐席服务后，坐席端检测坐席端的屏幕上是否存在预设操作窗口。优选地，如果是建立语音通信或视频通信时，则直接根据语音通信窗口或视频通信窗口进行录屏处理，且在录屏过程中实时检测是否存在预设操作窗口，当还存在其他的预设操作窗口时，则根据该其他的预设操作窗口实时调整录屏区域。
上述实施例中，将坐席端标识、注册账号和密码关联存储在服务器端，只用坐席端发送过来的注册账号和坐席端标识相匹配时，服务器才会给该坐席端分配坐席服务，从而保证提供坐席服务的坐席端全部都是经过验证的，提高了坐席服务的安全性。
在其中一个实施例中，参阅图6，图6为根据一个或多个实施例中的验证步骤的流程图，该验证步骤可以是在图2所示的实施例的步骤S210之后进行，即在将录屏操作的时间与所录制的录屏区域的视频进行整合的步骤之后进行，该验证步骤可以包括：
S602：向服务器发送坐席端标识和录屏流水号。
具体地，由于服务器在分配坐席服务时，将相应的录屏流水号发送给了坐席端，因此只有坐席端标识和录屏流水号相一致的坐席端才能够将录屏数据发送至服务器进行存储，这样可以防止非法人员将病毒文件等发送至服务器，导致服务器文件损坏的情况发生。例如，当非法坐席端通过截获合法坐席端的注册账号和坐席端标识登录到服务器后，服务器将录屏流水号发送给了合法坐席端，该非法坐席端是无法获取到该录屏流水号的，从而当该非法坐席端向服务器发送病毒文件时，由于其向服务器发送的坐席流水号是错误的，因此服务器不会接受其发送的病毒文件，从而通过登录时的坐席端的验证和发送录屏数据时的坐席端的验证的双层验证机制，保证了向服务器发送的数据的安全性。
S604：接收服务器根据坐席端标识和录屏流水号所得到的验证信息。
具体地，服务器端在分配录屏流水号时，会将该录屏流水号与所分配的坐席端标识关联存储在服务器端，从而建立录屏流水号与坐席端标识的一一对应关系。
其中，当服务器接收到坐席端发送的坐席端标识和录屏流水号时，可以根据录屏流水 号来获取服务器中存储的坐席端标识，当服务器中存储的与该录屏流水号相关联的坐席端标识与坐席端发送来的坐席端标识相同时，则生成表示验证成功的验证信息，当服务器中存储的与该录屏流水号相关联的坐席端标识与坐席端发送来的坐席端标识不相同时，则生成表示验证失败的验证信息，并将该验证信息反馈给坐席端。
S606：当验证信息表示验证成功时，则将整合后的视频发送至服务器。
具体地，将整合后的视频发送至服务器，可以是在每次录制完成之后直接发送，或者在坐席端空闲的时候发送，例如坐席端不处于坐席服务时进行发送，这样可以防止发送视频时造成坐席服务的网络拥堵的问题的发送。优选地，可以将整合后的视频进行打包压缩处理后再发送给服务器，这样可以降低数据传输量，提高数据传输的效率。
S608：当验证信息表示验证失败时，则提示发送失败。
具体地，当服务器发送给坐席端的验证信息表示验证成功时，则表示该坐席端是可以向服务器发送录屏数据的，从而坐席端可以将录屏数据，即整合后的视频发送给服务器，例如可以在录屏结束后，直接将录屏数据发送给服务器，从而才可以进行下一次录屏服务，此外，还可以在空闲时将录屏数据发送给服务器，例如在未处于录屏服务时，坐席端将已存储的录屏数据发送给服务器。当服务器发送给坐席端的验证信息表示验证失败时，则表示该坐席端是不可以向服务器发送录屏数据的，即该坐席端被认定为非法终端，不能向服务器备份录屏数据。可选地，该坐席端可以显示提示或警告信息，以提示或警告坐席人员发送失败。
上述实施例中，通过将录屏流水号和坐席端标识进行关联存储，可以在坐席端向服务器发送整合后的视频前，首先验证坐席端的合法性，从而保证坐席端的合法性，进而保证坐席端向服务器发送的信息是安全的，提高坐席录屏系统的安全性。
在其中一个实施例中，将整合后的视频发送至服务器的步骤包括根据坐席端标识、录屏流水号对整合后的视频进行命名；将命名后的整合后的视频发送至服务器。
具体地，坐席端可以根据坐席端标识、录屏流水号对整合后的视频进行命名，例如可以以以下规则进行命名：录屏开始时间(年月日时分秒)+录屏结束时间+用户标识+坐席端标识+录屏流水号+.mp4，以便于质检席的调用，其中用户标识可以是用户的电话号码等。整合后的视频以该名称存储在服务器的数据库中，从而保证存储在数据库中的录屏数据可以根据名称进行分类管理。
可选地，当录屏数据存储在服务器的数据库时，质检端可以根据录屏开始时间、录屏结束时间、来电分机号、接听分机号、录音流水号等查询到相应的录屏数据，从而质检席可以对存储的录屏数据进行回放，从而实现对坐席人员的坐席服务的评估。
上述实施例中，通过对整合后的视频的文件进行命名，并将命名后的整合后的视频发送至服务器，从而质检端可以根据文件名来获取相应的录屏数据，调用方便。
应该理解的是，虽然图2、图3、图5和图6的流程图中的各个步骤按照箭头的指示依次显示，但是这些步骤并不是必然按照箭头指示的顺序依次执行。除非本文中有明确的 说明，这些步骤的执行并没有严格的顺序限制，这些步骤可以以其它的顺序执行。而且，图2、图3、图5和图6中的至少一部分步骤可以包括多个子步骤或者多个阶段，这些子步骤或者阶段并不必然是在同一时刻执行完成，而是可以在不同的时刻执行，这些子步骤或者阶段的执行顺序也不必然是依次进行，而是可以与其它步骤或者其它步骤的子步骤或者阶段的至少一部分轮流或者交替地执行。
参阅图7，图7为一实施例中的坐席录屏装置的框图，该装置包括：
位置获取模块100，用于当检测到位于屏幕上的预设操作窗口时，则获取预设操作窗口的位置，且根据预设操作窗口的位置获取录屏区域。
录屏模块200，用于对录屏区域进行录屏操作。
时间获取模块300，用于获取录屏操作的时间。
整合模块400，用于将录屏操作的时间与所录制的录屏区域的视频进行整合。
在其中一个实施例中，装置还可以包括：
显示模块，用于显示录屏区域。
调整指令接收模块，用于接收录屏区域调整指令。
调整模块，用于根据录屏区域调整指令对录屏区域进行调整。
在其中一个实施例中，该装置还可以包括：
登录模块，用于通过注册账号和密码登录服务器。
发送模块，用于向服务器发送坐席端标识。
接收模块，用于接收服务器在注册账号和坐席端标识相匹配时分配的录屏流水号。
服务建立模块，用于建立与录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
在其中一个实施例中，发送模块还用于在将录屏操作的时间与所录制的录屏区域的视频进行整合之后，向服务器发送坐席端标识和录屏流水号。
接收模块还用于接收服务器根据坐席端标识和录屏流水号所得到的验证信息。
发送模块还用于当验证信息表示验证成功时，则将整合后的视频发送至服务器；当验证信息表示验证失败时，则提示发送失败。
在其中一个实施例中，发送模块可以包括：
命名单元，用于根据坐席端标识、录屏流水号对整合后的视频进行命名。
发送单元，用于将命名后的整合后的视频发送至服务器。
上述对于坐席录屏装置的限定可以参见上文中对于坐席录屏方法的具体限定，在此不再赘述。上述坐席录屏装置中的各个模块可全部或部分通过软件、硬件及其组合来实现。上述各模块可以硬件形式内嵌于或独立于计算机设备中的处理器中，也可以以软件形式存储于计算机设备中的存储器中，以便于处理器调用执行以上各个模块对应的操作。
在一个实施例中，提供了一种计算机设备，该计算机设备可以是终端，其内部结构图可以如图8所示。该计算机设备包括通过系统总线连接的处理器、存储器、网络接口、显 示屏和输入装置。其中，该计算机设备的处理器用于提供计算和控制能力。该计算机设备的存储器包括非易失性存储介质、内存储器。该非易失性存储介质存储有操作系统和计算机程序。该内存储器为非易失性存储介质中的操作系统和计算机程序的运行提供环境。该计算机设备的网络接口用于与外部的终端通过网络连接通信。该计算机程序被处理器执行时以实现一种坐席录屏方法。该计算机设备的显示屏可以是液晶显示屏或者电子墨水显示屏，该计算机设备的输入装置可以是显示屏上覆盖的触摸层，也可以是计算机设备外壳上设置的按键、轨迹球或触控板，还可以是外接的键盘、触控板或鼠标等。
本领域技术人员可以理解，图8中示出的结构，仅仅是与本申请方案相关的部分结构的框图，并不构成对本申请方案所应用于其上的计算机设备的限定，具体的计算机设备可以包括比图中所示更多或更少的部件，或者组合某些部件，或者具有不同的部件布置。
一种计算机设备，包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，计算机可读指令被处理器执行时，使得一个或多个处理器执行以下步骤：当检测到位于屏幕上的预设操作窗口时，则获取预设操作窗口的位置。根据预设操作窗口的位置获取录屏区域。对录屏区域进行录屏操作。获取录屏操作的时间。及将录屏操作的时间与所录制的录屏区域的视频进行整合。
在其中一个实施例中，处理器执行程序时还可以实现以下步骤：显示录屏区域。接收录屏区域调整指令。及根据录屏区域调整指令对录屏区域进行调整。
在其中一个实施例中，处理器执行程序时还可以实现以下步骤：通过注册账号和密码登录服务器。向服务器发送坐席端标识。接收服务器在注册账号和坐席端标识相匹配时分配的录屏流水号。及建立与录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
在其中一个实施例中，处理器执行程序时还可以实现以下步骤：向服务器发送坐席端标识和录屏流水号。接收服务器根据坐席端标识和录屏流水号所得到的验证信息。当验证信息表示验证成功时，则将整合后的视频发送至服务器。及当验证信息表示验证失败时，则提示发送失败。
在其中一个实施例中，处理器执行程序时还可以实现以下步骤：根据坐席端标识、录屏流水号对整合后的视频进行命名。及将命名后的整合后的视频发送至服务器。
一个或多个存储有计算机可读指令的非易失性计算机可读指令存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：：当检测到位于屏幕上的预设操作窗口时，则获取预设操作窗口的位置。根据预设操作窗口的位置获取录屏区域。对录屏区域进行录屏操作。获取录屏操作的时间。及将录屏操作的时间与所录制的录屏区域的视频进行整合。
在其中一个实施例中，该程序被处理器执行时还可以实现以下步骤：显示录屏区域。接收录屏区域调整指令。及根据录屏区域调整指令对录屏区域进行调整。
在其中一个实施例中，该程序被处理器执行时还可以实现以下步骤：通过注册账号和 密码登录服务器。向服务器发送坐席端标识。接收服务器在注册账号和坐席端标识相匹配时分配的录屏流水号；及建立与录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
在其中一个实施例中，该程序被处理器执行时还可以实现以下步骤：向服务器发送坐席端标识和录屏流水号。接收服务器根据坐席端标识和录屏流水号所得到的验证信息。当验证信息表示验证成功时，则将整合后的视频发送至服务器；及当验证信息表示验证失败时，则提示发送失败。
在其中一个实施例中，该程序被处理器执行时还可以实现以下步骤：根据坐席端标识、录屏流水号对整合后的视频进行命名。及将命名后的整合后的视频发送至服务器。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分流程，是可以通过计算机可读指令来指令相关的硬件来完成，所述的计算机可读指令可存储于一非易失性计算机可读取存储介质中，该计算机可读指令在执行时，可包括如上述各方法的实施例的流程。其中，本申请所提供的各实施例中所使用的对存储器、存储、数据库或其它介质的任何引用，均可包括非易失性和/或易失性存储器。非易失性存储器可包括只读存储器(ROM)、可编程ROM(PROM)、电可编程ROM(EPROM)、电可擦除可编程ROM(EEPROM)或闪存。易失性存储器可包括随机存取存储器(RAM)或者外部高速缓冲存储器。作为说明而非局限，RAM以多种形式可得，诸如静态RAM(SRAM)、动态RAM(DRAM)、同步DRAM(SDRAM)、双数据率SDRAM(DDRSDRAM)、增强型SDRAM(ESDRAM)、同步链路(Synchlink)DRAM(SLDRAM)、存储器总线(Rambus)直接RAM(RDRAM)、直接存储器总线动态RAM(DRDRAM)、以及存储器总线动态RAM(RDRAM)等。
以上所述实施例的各技术特征可以进行任意的组合，为使描述简洁，未对上述实施例中的各个技术特征所有可能的组合都进行描述，然而，只要这些技术特征的组合不存在矛盾，都应当认为是本说明书记载的范围。
以上所述实施例仅表达了本申请的几种实施方式，其描述较为具体和详细，但并不能因此而理解为对发明专利范围的限制。应当指出的是，对于本领域的普通技术人员来说，在不脱离本申请构思的前提下，还可以做出若干变形和改进，这些都属于本申请的保护范围。因此，本申请专利的保护范围应以所附权利要求为准。

Claims (20)

  1. 一种坐席录屏方法，包括：
    当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置；
    根据所述预设操作窗口的位置获取录屏区域；
    对所述录屏区域进行录屏操作；
    获取所述录屏操作的时间；及
    将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
  2. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    显示所述录屏区域；
    接收录屏区域调整指令；及
    根据所述录屏区域调整指令对所述录屏区域进行调整。
  3. 根据权利要求1或2所述的方法，其特征在于，所述方法还包括：
    通过注册账号和密码登录服务器；
    向所述服务器发送坐席端标识；
    接收所述服务器在所述注册账号和所述坐席端标识相匹配时分配的录屏流水号；及
    建立与所述录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
  4. 根据权利要求3所述的方法，其特征在于，所述将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合之后，还包括：
    向服务器发送坐席端标识和录屏流水号；
    接收所述服务器根据所述坐席端标识和所述录屏流水号所得到的验证信息；
    当所述验证信息表示验证成功时，则将整合后的视频发送至所述服务器；及
    当所述验证信息表示验证失败时，则提示发送失败。
  5. 根据权利要求4所述的方法，其特征在于，所述将整合后的视频发送至所述服务器包括：
    根据坐席端标识、录屏流水号对整合后的视频进行命名；及
    将命名后的所述整合后的视频发送至所述服务器。
  6. 一种坐席录屏装置，包括：
    位置获取模块，用于当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置，且根据所述预设操作窗口的位置获取录屏区域；
    录屏模块，用于对所述录屏区域进行录屏操作；
    时间获取模块，用于获取所述录屏操作的时间；
    整合模块，用于将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
  7. 根据权利要求6所述的装置，其特征在于，所述装置还包括：
    显示模块，用于显示所述录屏区域；
    调整指令接收模块，用于接收录屏区域调整指令；
    调整模块，用于根据所述录屏区域调整指令对所述录屏区域进行调整。
  8. 根据权利要求6或7所述的装置，其特征在于，所述装置还包括：
    登录模块，用于通过注册账号和密码登录服务器；
    坐席端标识发送模块，用于向所述服务器发送坐席端标识；
    接收模块，用于接收所述服务器在所述注册账号和所述坐席端标识相匹配时分配的录屏流水号；
    服务建立模块，用于建立与所述录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
  9. 根据权利要求8所述的装置，其特征在于，所述发送模块还用于向服务器发送坐席端标识和录屏流水号；
    所述接收模块还用于接收所述服务器根据所述坐席端标识和所述录屏流水号所得到的验证信息；
    所述发送模块还用于当所述验证信息表示验证成功时，则将整合后的视频发送至所述服务器；及当所述验证信息表示验证失败时，则提示发送失败。
  10. 根据权利要求9所述的装置，其特征在于，所述发送模块包括：
    命名单元，用于根据坐席端标识、录屏流水号对整合后的视频进行命名；及
    发送单元，用于将命名后的所述整合后的视频发送至所述服务器。
  11. 一种计算机设备，包括存储器及一个或多个处理器，所述存储器中储存有计算机可读指令，所述计算机可读指令被所述一个或多个处理器执行时，使得所述一个或多个处理器执行以下步骤：：
    当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置；
    根据所述预设操作窗口的位置获取录屏区域；
    对所述录屏区域进行录屏操作；
    获取所述录屏操作的时间；及
    将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
  12. 根据权利要求11所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时还执行以下步骤：
    显示所述录屏区域；
    接收录屏区域调整指令；及
    根据所述录屏区域调整指令对所述录屏区域进行调整。
  13. 根据权利要求11或12所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时还执行以下步骤：
    通过注册账号和密码登录服务器；
    向所述服务器发送坐席端标识；
    接收所述服务器在所述注册账号和所述坐席端标识相匹配时分配的录屏流水号；及
    建立与所述录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
  14. 根据权利要求13所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时所实现的所述将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合之后，还包括：
    向服务器发送坐席端标识和录屏流水号；
    接收所述服务器根据所述坐席端标识和所述录屏流水号所得到的验证信息；
    当所述验证信息表示验证成功时，则将整合后的视频发送至所述服务器；及
    当所述验证信息表示验证失败时，则提示发送失败。
  15. 根据权利要求14所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时所实现的所述将整合后的视频发送至所述服务器，包括：
    根据坐席端标识、录屏流水号对整合后的视频进行命名；及
    将命名后的所述整合后的视频发送至所述服务器。
  16. 一个或多个存储有计算机可读指令的非易失性计算机可读指令存储介质，所述计算机可读指令被一个或多个处理器执行时，使得所述一个或多个处理器执行以下步骤：：
    当检测到位于屏幕上的预设操作窗口时，则获取所述预设操作窗口的位置；
    根据所述预设操作窗口的位置获取录屏区域；
    对所述录屏区域进行录屏操作；
    获取所述录屏操作的时间；
    将所述录屏操作的时间与所录制的所述录屏区域的视频进行整合。
  17. 根据权利要求16所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时还执行以下步骤：
    显示所述录屏区域；
    接收录屏区域调整指令；及
    根据所述录屏区域调整指令对所述录屏区域进行调整。
  18. 根据权利要求16或17所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时还执行以下步骤：
    通过注册账号和密码登录服务器；
    向所述服务器发送坐席端标识；
    接收所述服务器在所述注册账号和所述坐席端标识相匹配时分配的录屏流水号；及
    建立与所述录屏流水号相对应的坐席服务，并检测是否存在位于屏幕上的预设操作窗口。
  19. 根据权利要求18所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时所实现的所述将所述录屏操作的时间与所录制的所述录屏区域的视频进行整 合之后，还包括：
    向服务器发送坐席端标识和录屏流水号；
    接收所述服务器根据所述坐席端标识和所述录屏流水号所得到的验证信息；
    当所述验证信息表示验证成功时，则将整合后的视频发送至所述服务器；及
    当所述验证信息表示验证失败时，则提示发送失败。
  20. 根据权利要求19所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时所实现的所述将整合后的视频发送至所述服务器，包括：
    根据坐席端标识、录屏流水号对整合后的视频进行命名；及
    将命名后的所述整合后的视频发送至所述服务器。
PCT/CN2018/084791 2017-06-12 2018-04-27 坐席录屏方法、装置、计算机设备和计算机可读存储介质 Ceased WO2018228064A1 (zh)

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