Patent ID: 7424715

Claim:
A computer implemented method for representing events associated with recorded data exchanged between a user and a server, wherein the user is a customer and a call center agent receives the calls via the server, the method comprising the steps of: defining a set of events within a voice contact session associated with the recorded data exchanged between the customer and the call center agent, wherein only data that satisfies predetermined business rules is recorded; assigning an event identifier in the form of a time stamp or time code to each event within the set wherein the set of events comprise data associated with the voice contact session; associating at least one event identifier with at least one portion of the voice contact session exchanged between the customer and the call center agent that correspond to the event represented by the at least one event identifier; displaying at least one portion of the voice contact session to the user in the form of a call timeline during playback, wherein the call timeline includes a list of the event identifiers associated with the portions of the voice contact session, the list of event identifiers being arranged in time order; and selecting an event for presentation from the call timeline by selecting the event identifier associated with the at least one portion of the voice contact session associated with the recorded data exchanged between the customer and the call center agent.