A first contact center comprising: a microprocessor; and a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to: receive a video stream of a real-time video call between a communication endpoint of a customer and a first communication endpoint of a first contact center agent; process , in real-time, the video stream of the real-time video call to generate a first real-time emotion transcript, wherein the first real-time emotion transcript tracks a plurality of separate emotions based on a plurality of non-verbal expressions that occur in the video stream of the real-time video call; compare the first real-time emotion transcript to a second emotion transcript of at least one previous video call to determine if the real-time video call should be handled differently in the first contact center, wherein the comparison comprises determining at least one pattern in the first real-time emotion transcript and determining that one or more of the at least one pattern is similar to a pattern in the second emotion transcript; and in response to determining that the real-time video call should be handled differently in the first contact center, determine an action to change , during the real-time video call, how the real-time video call is managed in the first contact center. a microprocessor; and a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to: receive a video stream of a real-time video call between a communication endpoint of a customer and a first communication endpoint of a first contact center agent; process , in real-time, the video stream of the real-time video call to generate a first real-time emotion transcript, wherein the first real-time emotion transcript tracks a plurality of separate emotions based on a plurality of non-verbal expressions that occur in the video stream of the real-time video call; compare the first real-time emotion transcript to a second emotion transcript of at least one previous video call to determine if the real-time video call should be handled differently in the first contact center, wherein the comparison comprises determining at least one pattern in the first real-time emotion transcript and determining that one or more of the at least one pattern is similar to a pattern in the second emotion transcript; and in response to determining that the real-time video call should be handled differently in the first contact center, determine an action to change , during the real-time video call, how the real-time video call is managed in the first contact center. receive a video stream of a real-time video call between a communication endpoint of a customer and a first communication endpoint of a first contact center agent; process , in real-time, the video stream of the real-time video call to generate a first real-time emotion transcript, wherein the first real-time emotion transcript tracks a plurality of separate emotions based on a plurality of non-verbal expressions that occur in the video stream of the real-time video call; compare the first real-time emotion transcript to a second emotion transcript of at least one previous video call to determine if the real-time video call should be handled differently in the first contact center, wherein the comparison comprises determining at least one pattern in the first real-time emotion transcript and determining that one or more of the at least one pattern is similar to a pattern in the second emotion transcript; and in response to determining that the real-time video call should be handled differently in the first contact center, determine an action to change , during the real-time video call, how the real-time video call is managed in the first contact center. <EOS>