could also bypass automated voice response and talk in person to an operator as well the caller assignment may change as the call progresses for instance the caller may start with a guide and later be reassigned to an agent once caller purpose is determined recording of the call can begin following initial assignment or at any other time during the call an acd distributes the call to an agent or ivr for further processing the nature of the call is determined 52 and described by call factors such as the reason for the call or call identifiers the call recording is temporarily stored 53 for holding during the call watchers monitor 54 the call for retaining 55 based upon the satisfaction of one or more criteria as further described below with reference to fig6 10 the retained call recordings are transferred from the temporary storage device to a call center database for organizing and storing 56 those calls not retained can be discarded 58 in a further embodiment post processing actions 57 can be performed upon the stored call recordings as further described below with reference to fig1 the call recordings can be retained and stored at different times such as prior to an interaction between the customer and the call center during the interaction or after the interaction fig5 is a process flow diagram showing the stages 60 of call recording storage a call can be retained and stored prior to an interaction based on selection criteria a watcher coupled to an acd can monitor each call before accepting and sending the call to an ivr or agent terminal however if the call is not retained for storing prior to the interaction the call can later be retained for.