Patent ID: 8589384

Claim:
A method comprising: executing with one or more processors one or more modules of computer program code configured for obtaining a record of an agent-customer interaction; categorizing the record with one or more characterizing descriptors, wherein the descriptors comprise at least one characterization of at least one member selected from the group consisting of an agent in the agent-customer interaction; a customer in the agent-customer interaction; a manner of interaction between the agent and customer in the agent-customer interaction; and a detail of interaction between the agent and customer in the agent-customer interaction; pooling the record with other records of agent-customer interaction; filtering the pooled records via applying at least one filter related to one or more of the one or more characterizing descriptors, and thereby reducing the number of pooled records to a comparison pool having a smaller number of records; and within the comparison pool of records, analyzing the records and comparing one agent-customer interaction with another agent-customer interaction.