Method and system for presenting events associated with recorded data exchanged between a server and a user

1 - 22 . (canceled)

23 . A method for presenting events associated with recorded data exchanged between at least one user and at least one server, wherein the recorded data comprises a record of a voice interaction occurring between at least one contact center agent and at least one user via said at least one server, the method comprising the steps of:

defining a set of events within a voice interaction session associated with the recorded data exchanged between the customer and the call center agent, each event within the set represented by an event identifier;

associating each event identifier with portions of the recorded data exchanged between the customer and the call center agent that correspond to the event represented by the event identifier;

displaying the recorded data to the user in the form of a call timeline during playback of the recorded data, wherein the call timeline includes event identifiers associated with the voice interaction session;

selecting an event for presentation from the call timeline of voice interaction by selecting the event identifier associated with a portion of the data exchanged between the customer and the call center agent that corresponds to that the event represented by the selected event identifier; and

providing access to recorded data via a multimedia player, the player including exchanges between a plurality of agents and at least one user, the exchanges being represented as one continuous exchange.

24 . The method of claim 23 , wherein the call timeline is annotated by the event identifier, the event identifiers indicating on the call timeline a point during the call when an event associated with the event identifier occurred.

25 . The method of claim 23 , wherein the call timeline shows a plurality of calls handled by an agent during a period of time, each initiation of a voice interaction being marked by an event identifier noting the start of the interaction, and each termination of a voice interaction being marked by an event identifier noting the end of the interaction, as well as any events occurring during the voice interaction.

26 . The method of claim 23 , wherein conversation during the voice interaction is represented by a voice waveform representation, while silence during the voice interaction is represented by a flat line.

27 . The method of claim 23 , wherein the event identifier is associated with at least one or more of a user being placed on hold, a talk over condition on the line being detected, silence on the connected line being detected, or a conversation.

28 . The method of claim 23 , wherein the event identifier is associated with one of a set of words being detected by a speech recognition engine, the set of words comprising those words that have been designated as prohibited words by a supervisor.

29 . The method of claim 23 , wherein the event identifier is associated with a screen event that occurs at a point in time during which an agent is being monitored.

30 . The method of claim 23 , wherein the event identifier is associated with an annotation entered by one or more of the user, the agent, or a supervisor.

31 . The method of claim 23 , wherein the event identifier is associated with excitement or anger of the agent or the user.

32 . A computer implemented method for graphically presenting events associated with recorded data exchanged between a user and a call center agent receiving calls via a server, the system comprising:

defining a set of events within a voice interaction session associated with recorded data exchanged between a user and a call center agent, each event within the set represented by an event identifier;

associating each event identifier with portions of the recorded data exchanged between the user and the call center agent that correspond to the event represented by the event identifier;

displaying at least one summarized voice interaction session to the user in the form of a call timeline of voice interaction for playback of the voice interaction session, wherein the summarized voice interaction session includes a list of event identifiers associated with the voice interaction session; and

selecting an event for presentation from the call timeline of voice interaction by selecting the event identifier associated with a portion of the data exchanged between the user and the call center agent that corresponds to that the event represented by the selected event identifier;

wherein the session comprises recorded data from multiple related exchanges between a plurality of agents and at least one user, the multiple related exchanges being represented as one continuous session.

33 . The method of claim 32 , wherein the multiple related exchanges are related by a call center agent, a user, a subject, or combinations thereof, thereby threading multiple voice interactions into one continuous session.

34 . The method of claim 32 , wherein the session represents a shift associated with a selected contact center agent.

35 . The method of claim 32 , wherein the set of events comprises one or more of: detection of a selected word used during the voice interaction, a call being placed on hold, detection of the user and the agent talking at the same time during the voice interaction, detection of excitement in the voice interaction, a screen event, or a user annotation.

36 . A graphical presentation system for displaying contact center records, the system being configured to graphically present events associated with recorded data exchanged between at least one user and at least one call center agent, wherein the call center agent receives the data via a server, the method comprising the steps of:

a user interface configured to receive one or more event definitions, the one or more event definitions having event identifiers which represent associated events;

event recognition logic configured to determine when an event associated with the one or more event definitions occurs during a voice interaction and to associate the event identifier with the portion of the voice interaction where the event occurs;

a graphical user interface configured to graphically display a session comprising at least one voice interaction in a call timeline format representing said at least one voice interaction, the call timeline comprising a visual indication of at least one call initiation and a call termination as well as a visual indication of any events that occurred during the recorded voice interaction;

wherein a session comprises a plurality of related exchanges, the exchanges being related by one or more of a contact center agent, a user, or a subject, thereby threading multiple voice interactions into a session.

37 . The system of claim 36 , wherein event identifiers comprise one or more of a screen event, a talk over condition, a word spotting, or excitement.

38 . The system of claim 37 , wherein the call timeline depicts a call initiation and a call termination associated with the voice interaction using an audio energy indicator.

39 . The system of claim 38 , wherein the graphical user interface logic is configured to annotate the voice envelope with one or more event identifiers associated with events that occurred during the voice interaction.

40 . The system of claim 39 , further comprising:

replay logic configured to receive a recorded voice interaction and replay the voice interaction; and

selection logic configured to allow a reviewer to select an event identifier from the call timeline, the selection logic sending a portion of the voice interaction associated with the selected event identifier to the replay logic, thereby causing replay of an event associated with the selected event identifier.

41 . The system of claim 40 , further comprising recording logic configured to record intercepted voice interactions based upon business rules set up by a system administrator, the business rules specifying at least one class of voice interactions to be recorded by the recording logic.

42 . The system of claim 36 , wherein the recorded data includes screen data captured from a display associated with activities of said at least one contact center agent while said at least one contact center agent was communicating with the user, and wherein the graphical user interface is further configured to replay the screen data in substantial synchronization with the recorded voice interaction, such that activities associated with said at least one contact center agent during the voice interaction can be reviewed.

43 . The system of claim 36 , wherein the call timeline further comprises a call progress display and a legend of event identifiers.