44. A method of improving agent performance, the method comprising at least the following: identifying at least one interaction handled by at least one agent, which interaction is deficient in at least one aspect, the at least one interaction being recorded as a video recording; obtaining a voice record of at least a portion of the at least one interaction; obtaining a further voice record of at least a portion of at least a further pre-recorded interaction or a plurality of pre-recorded interactions, wherein the plurality of pre-recorded interactions are stored in a library or data store containing exemplary interactions by the at least one agent made available for future reference, in which the at least one aspect is determined by generating a score using confidence level thresholds of an at least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard of the least one automatic speech recognition component; and transmitting data representing at least the portions of the voice record and the further pre-recorded voice record or plurality of pre-recorded interactions to the at least one agent.
44. A method of improving agent performance, the method comprising at least the following: identifying at least one interaction handled by at least one agent, which interaction is deficient in at least one aspect, the at least one interaction being recorded as a video recording; obtaining a voice record of at least a portion of the at least one interaction; obtaining a further voice record of at least a portion of at least a further pre-recorded interaction or a plurality of pre-recorded interactions, wherein the plurality of pre-recorded interactions are stored in a library or data store containing exemplary interactions by the at least one agent made available for future reference, in which the at least one aspect is determined by generating a score using confidence level thresholds of an at least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard of the least one automatic speech recognition component; and transmitting data representing at least the portions of the voice record and the further pre-recorded voice record or plurality of pre-recorded interactions to the at least one agent. 55. The method of claim 44 , wherein transmitting the voice record and the further voice record includes emailing the data representing the voice record and the further voice record to the at least one agent.