Patent ID: 7574000

Claim:
A method comprising: recording information associated with a communication of a call center, wherein the information recorded comprises real time or near real time information relating to the progress of the communication and wherein the progress of the communication is implicitly determined from sources relating to the communication; identifying predefined events occurring during the communication from the information recorded, wherein the information recorded comprises at least two of the following: voice information corresponding to the communication; screen content corresponding to information displayed on a display screen of a workstation associated with the communication; and input/output information corresponding to a workstation associated with the communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication, information recorded and corresponding to that portion of the communication is presented to the user; and displaying, via the graphical user interface, graphical indications of the identified predefined events occurring during the communication.