A method of accumulating and summarizing a number of customer interaction
records pertaining to a specific customer records system (e.g., an ACD)
over a predetermined time period commences with the receipt of
interaction record including interaction information describing customer
interaction. For example, the interaction information could indicate the
hold time for a particular call received at the ACD. A cumulative record
to which the interaction record contributes is then identified, and the
cumulative record is then automatically updated to reflect predetermined
interaction information contained within the interaction record. For
example, a cumulative log of hold times for the particular ACD over a
predetermined time interval may be updated with hold time information
included within the interaction record.