Patent ID: 6937705

Claim:
A method of visually representing call events and completion times on a call-type basis for calls to an automated response system of a call processing center, a call to the call processing center including an interactive voice response (IVR) portion of the call, and, at a caller's option, a hold portion of the call and an agent-caller dialog portion of the call, said method comprising the steps of: obtaining a recording of calls recorded from end to end; annotating events of interest that occurred during a recorded call, time stamping a time when each event of interest occurred, and determining a call type of the call by categorizing the call into one of a plurality of call types in accordance with a manner in which the call was handled by the call processing center; segregating time stamp data for predetermined significant events of the annotated events of interest, the time stamp data for the predetermined significant events providing timings for the predetermined significant events; tabulating the timings by call type; and preparing and visually displaying bar graphs to illustrate the timings of the predetermined significant events for each of the plurality of call types.