Systems and methods for presenting end to end calls and associated information

A system for generating an annotated log of a call, comprising

• a switch for connecting into a call by coupling into a circuit on the telephone network,
• a recorder, coupled to the switch and capable of recording an audio record of the call,
• an event database having stored therein a set of events and associated audio waveforms representative of the event, and
• a call analyzer for identifying within the audio record an occurrence of one or more of the identified events, and for associating with the audio record an indicator representative of an occurrence of an identified event within the audio record.

A system for allowing a call center administrator to generate an annotated log of a call, comprising

• a data recorder capable of coupling to a switch and capable of recording an audio record of the call,
• an events database having stored therein one or more event representative of patterns that may occur within a recorded audio record and for storing associated audio waveforms representative of the event,
• a user interface for allowing a user to select a performance metric representative of a measure of usability for a call center and to associate with the performance metric one or more of the stored events,
• a call analyzer for identifying within the audio record an occurrence of one or more of the identified events, and for associating with the audio record an indicator representative of an occurrence of an identified event within the audio record, and
• a report generator for generating a report representative of the events that occurred during the call, and providing a user interface for allowing a user to select an event and the associated call and to playback a portion of the call related to the event, the portion occurring between the marked beginning and end of the event.