Patent ID: 9111239
Filing Date: 2015-08-18
Classification: G06Q,G06T,H04N

Abstract:
1. In a contact handling system, a method for redacting selected image data that is later used for monitoring activity of an authorized agent responding to contact media, comprising: displaying image data to the authorized agent on a visual display during an interaction between the authorized agent and a customer associated with the contact media, displaying the image data including: recording the image data displayed to the authorized agent on the visual display during the interaction between the authorized agent and the customer associated with the contact media; selecting one or more pixels of the recorded image data associated with the sensitive data, the one or more selected pixels identified at least in part via determining that the selected pixels are associated with the near-color; modifying the one or more selected pixels of the recorded image data to obscure the sensitive data in the recorded image data thereby creating redacted image data; and displaying the redacted image data to an unauthorized supervisor to monitor the activity of the authorized agent.