Non-random call center supervisory method and apparatus

Claim 1

A computer implemented method for determining a non-random schedule for recording conversations in a telephone system having a plurality of users, comprising: selecting a first and a second of said plurality of users; storing a first data record for indicating a first time interval within which recording of telephone conversations of said first user is desired; storing a second data record for indicating a second time interval within which recording of telephone conversations of said second user is desired; storing a first value for N associated with said first user, wherein said first value for N indicates that monitoring every Nth call of said first user within said time interval indicated by said first data record is desired, and wherein said first value for N is greater than one; storing a second value for N associated with said second user, wherein said second value for N indicates that monitoring every Nth call of said second user within said time interval indicated by said second data record is desired, and wherein said second value for N is greater than one; storing a third data record for selecting a type of telephone call associated with said first user to be recorded, wherein said type of telephone call is selected from a group consisting of incoming telephone calls, outgoing telephone calls, or both incoming and outgoing telephone calls; storing a fourth data record for selecting a type of telephone call associated with said second user to be recorded, wherein said type of telephone call is selected from a group consisting of incoming telephone calls, outgoing telephone calls, or both incoming and outgoing telephone calls; storing a fifth data record for selecting whether at least a first set of data used by a first computer associated with said first user in generating a screen image is to recorded; storing a sixth data record for selecting whether at least a second set of data used by a second computer associated with said second user in generating a screen image is to recorded; automatically recording every Nth telephone call of said first user, as specified by said first value for N, that occurs within said first time interval indicated by said first data record and that is of said selected type indicated by said third data record, wherein every Nth telephone call of said first user is recorded regardless of the cumulative duration of recording within said first time interval, and automatically recording said at least a first set of data used by a first computer where said recording of data is specified by said fifth data record; and automatically recording every Nth telephone call of said second user, as specified by said second value for N, that occurs within said second time interval indicated by said second data record and that is of said selected type indicated by said fourth data record, wherein every Nth telephone call of said second user is recorded regardless of the cumulative duration of recording within said second time interval, and automatically recording said at least a second set of data used by a second computer where said recording of data is specified by said sixth data record.