17. The method of claim 8 , further comprising: storing the calculated emotion scores for agents and customers; identifying past conversations during which all calculated emotion scores have a value below a specified emotion score threshold; calculating a population mean emotion score by calculating a mean of all calculated emotion scores in the identified past conversations; calculating, for each agent, an agent mean emotion score by calculating a mean of all calculated emotion scores in all conversations involving a respective agent; comparing each agent mean emotion score to the population mean emotion score, wherein the comparing comprises calculating a respective variance between each agent mean emotion score and the population mean emotion score; and generating a report based on the comparing.
18. The method of claim 17 , further comprising: identifying a stored calculated emotion score that is above the specified emotion score threshold as an erroneous calculation; and replacing the identified stored calculated emotion score with the calculated population mean emotion score.