14. The computer-implemented method of claim 13 , further comprising, via the one or more processors, increasing the first score for each occurrence when the tone of voice value for the customer service representative does not increase above the second threshold within the first time period and decreasing the first score for each occurrence when the tone of voice value for the customer service representative does increase above the second threshold within the first time period.
13. The computer-implemented method of claim 12 , further comprising, via the one or more processors, determining each occurrence when the customer's tone of voice value is above a first threshold and determining whether the tone of voice value for the customer service representative increases above a second threshold within a first time period after each occurrence.