1. A system, comprising: a communications monitor to monitor an interaction between a customer of a contact center and an agent of the contact center, the interaction utilizing a customer communication device, an agent communication device, and a communications network therebetween; a database comprising entries, the entries further comprising at least one of banter content and progress content; a computer processor to match a portion of the interaction to the at least one of banter content and progress content; and wherein the computer processor further calculates an observed progress-to-banter ratio from, at least, the matched portion of the interaction to the at least one of banter content and progress content; and wherein the computer processor outputs a signal comprising indicia of the observed progress-to-banter ratio for reception by a signal-receiving component.