Patent ID: 7889859

Claim:
A method, embodied in at least one computer system, for processing a received call, comprising: routing, by said at least computer system, the received call to an agent; detecting a change of mode event prior to termination of said received call, wherein said change of mode event comprises detecting a signal generated responsive to detecting an action taken by said agent; responsive to said detecting said change of mode event, entering a muted command mode during which a caller of said call is prevented from hearing said agent speaking; receiving, during said muted command mode and prior to termination of said received call, at least one call description voice command from said agent; storing at least one activity code associated with said at least one call description voice command in a data record associated with said received call in a database of call records associated with received calls, wherein said at least one activity code describes said received call, and wherein said activity code is associated with one of a plurality of time periods occurring during said received call, wherein said activity code is one of a plurality of activity codes stored during said received call, each of said plurality of activity codes associated with a respective one of said plurality of time periods occurring during said received call; and generating a report including statistics indicating percentages of call time being used for specific activities responsive to said associations between said activity codes and said time periods occurring during said received call.