Patent ID: 8023639

Claim:
A non-transitory computer program for determining the complexity of a telephonic communication received by a contact center, the computer program being embodied on a computer readable storage medium adapted to control a computer and comprising: a code segment for receiving an input transmission of a predetermined call rule; a code segment for receiving a telephonic communication; a code segment for determining call attributes associated with the telephonic communication; a code segment for comparing the call rule to the call attributes of the telephonic communication; and a code segment for generating output data indicative of the complexity of the telephonic communication and, a code segment for generating a graphical user interface for viewing the telephonic communication on display, the graphical user interface being configured to display a time-based being representation of the telephonic communication, the time-based representation including graphical representation of the call attributes associated with the telephonic communication; wherein the time-based representation of the telephonic communication includes a graphical representation of the progress of the audio file being played.