Patent ID: 8504636

Claim:
A system for monitoring communications, comprising: a database comprising a plurality of operator profiles, a plurality of user profiles, a plurality of sets of monitoring instructions, and a plurality of triggers received from one or more operator interfaces; one or more agent servers, each of the agent servers adapted to: deploy a plurality of automated agents, each of the automated agents adapted to receive a selected one of the sets of monitoring instructions and a selected one of the user profiles; monitor events on a communication service comprising text-based communications inputted by each of a plurality of users using respective interfaces different from the one or more operator interfaces; identify geographic location information for each of the plurality of users of the monitored communication service; collect event data from the communications service in a native communications protocol of the communications service, the event data indicative of the text-based communications inputted by the plurality of users; and translate the event data from the native communications protocol to a unified communications protocol; wherein the plurality of users comprise a user associated with the selected one of the user profiles and the plurality of users each being unaware of the monitoring, the communications service is identified by the selected monitoring instructions; and a central server comprising one or more processors, the central server adapted to: receive, using the unified communications protocol, the event data collected by each of the automated agents, store the received event data in the database in association with the identified geographic location information, determine one or more words of the translated event data satisfy selected ones of the plurality of triggers; generate alerts resulting from the satisfied triggers; and for each of the operator interfaces, in response to a selection of a geographic area and hidden from the plurality of users: determine one or more monitored communications services assigned to the operator interface within the selected geographic area based on the identified geographic location information and according to the operator profiles; determine selected event data and selected alerts for the assigned monitored communications services; and transmit the selected event data and the selected alerts to the operator interface.