Patent ID: 11922430
Assignee: VERINT AMERICAS INC.
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 8:
9. A non-transitory computer readable medium comprising instructions that, when executed by a processor of a processing system, cause the processing system to perform a method of tracking records of actions of one of a plurality of customer service representatives (CSRs), the method comprising:
identifying a distributed ledger on a blockchain network having records of the one of the plurality of CSRs among records of other CSRs acting on behalf of at least one of a plurality of companies, wherein each company that a CSR represents has a dedicated node on the blockchain network and a company-specific strong encryption key and wherein each record on the blockchain has been encrypted by the company-specific strong encryption key and signed by a unique CSR-specific private key;
unlocking the encrypted records by applying a public key paired with the CSR-specific private key;
associating the encrypted records with the one of the plurality of CSRs in the distributed ledger;
decrypting the associated records using a company-specific decryption key such that only the actions of the one of the plurality of CSRs for the company are decrypted from among the records in the distributed ledger;
isolating suspicious actions of the CSR from among a plurality of actions of the CSR on behalf of the company; and
generating a report indicative of the suspicious actions.