14. The method of claim 12 , which further comprises automatically generating one or more coaching recommendations based on the identified one or more customer-agent interaction events for an agent.
15. The method of claim 14 , which further comprises delivering the one or more coaching recommendations to the agent, and comparing a performance score for the agent over the selected time interval against a second performance score for the agent over a second selected time interval after the one or more coaching recommendations are delivered to the agent.