Nice Ltd

Dror Eyal

Yaron Cohen

Alexander Malev

Lior Moshe

Tai Kashi

A computerized-method for identification of a particular agent within a contact center that participates in an on-line chat session with a customer is provided. An on-line chat system can receive a request from the customer to initiate the on-line chat session. An invisible identifier can be inserted into a message for the online-chat session that uniquely identifies a particular agent handling the chat.

Systems and methods for invisible identification of agents participating in on-line communication sessions

A method for enlarging a screen-capture concatenated into a matrix of multiple different screen-captures during playback of a video recording in a video player application, executed by a processor of a computerized system, may include receiving a video recording of a plurality of screen-captures. The video recording may include metadata with coordinates defining a position or a size of each screen-capture from the plurality of screen-captures in the video recording. A selection may be received from a user using an input device coupled to the computerized system of a screen-capture from the plurality of screen-captures in the video recording to view on a display. The coordinates of the selected screen-capture may be transformed by applying an algorithm based on HTML elements, so as to enlarge the selected screen-capture within a mask container. The enlarged screen-capture in the mask container selected by the user may be displayed on the display.

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Tel Aviv, Israel

Dror Eyal