Patent ID: 8861707

Claim:
A method of training an agent associated with a monitored workstation having a display screen and a telephone extension, said method comprising: a) recording graphical information entered by an agent during a communication session, the graphical information corresponding to two actual sequential screen changes occurring at said monitored workstation and storing said screen change related graphical information; b) recording data corresponding to audio telephone conversation in the communication session occurring at said monitored workstation during said two actual sequential screen changes and storing said audio telephone conversion-related data; c) subsequent to steps a) and b), playing back, with the use of said screen change-related graphical information and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said sequential screen changes as they both happened in real time at said monitored workstation, to allow one at a monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation; and d) providing training to an agent associated with said monitored workstation based upon the played back audio telephone conversation and sequential screen changes.