Patent ID: 8897424

Claim:
A method of monitoring activity in a telephone contact center, the method comprising: receiving through an interface a plurality of customer interactions; storing a plurality of textual records in a memory, wherein each of the plurality of textual records is derived from a corresponding one of the plurality of customer interactions; grouping, using a processor, the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction; and causing to be displayed on a display device of a computer system, a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, wherein: each of the plurality of geometric shapes is associated with a corresponding one of the plurality of groups; each of the plurality of geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the plurality of groups relative to sizes of the remaining groups in the plurality of groups; a first geometric shape in the plurality of geometric shapes is associated with a first group in the plurality of groups; and the first geometric shape is displayed at a first time in a first color if the first group is increasing in size, and the first geometric shape is displayed at the first time in a second color if the first group is decreasing in size.