Voice recognition for servicing calls by a call center agent

A computer system for processing a received call, comprising:

• a call receiving logic module for routing the received call to an agent;
• and
• a voice recognition logic module for
• 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 change of mode event being detected, enteric 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.

A system for processing a received call, comprising:

• means for routing the received call to an agent;
• means for 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;
• means, responsive to said detecting said change of mode event, for entering a muted command mode during which a caller of said call is prevented from hearing said agent speaking;
• means for receiving, during said muted command mode and prior to termination of said received call, at least one call description voice command from said agent;
• means for 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
• means for 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.