1. A non-transitory, computer readable medium that controls an executable computer readable program code embedded therein, the executable computer readable program code for implementing a method of analyzing caller interaction events, which method comprises instructions, that when executed: receive, via a telephony server, a telephone call from a caller; route, via an Internet Protocol Private Branch Exchange (IP/PBX) circuit, the telephone call to a workstation of an agent; receive a caller interaction event between the agent and the caller; extract caller event data from the caller interaction event; analyze the caller event data; and generate a report displaying one or more selected categories of the caller event data, wherein the one or more selected categories of caller event data comprise a number of calls for the caller during a specified reporting interval, an average duration of the number of calls, an average hold time for the number of calls, an average time of silence for the number of calls, and a percentage of calls from the number of calls where the caller exhibits dissatisfaction or distress; and calculating a customer satisfaction scored based on a weighted percentage of the one or more selected categories of the caller event data.