14. A method of detecting pre-determined phrases to determine compliance quality, comprising: storing a plurality of pre-determined phrases in association with an event; receiving an audible input, from communication devices of a caller and an agent, in a communication over a communications network; determining, by a processor of a computer facilitating the communication, an occurrence of the event based on the communication; determining, by the processor, whether a pre-determined phrase of the plurality of pre-determined phrases associated with the event is present in the audible input received; and determining, by the processor, a compliance rating of the agent, based on a presence of the pre-determined phrase associated with the event and the determination of the occurrence of the event, for evaluating the agent.
14. A method of detecting pre-determined phrases to determine compliance quality, comprising: storing a plurality of pre-determined phrases in association with an event; receiving an audible input, from communication devices of a caller and an agent, in a communication over a communications network; determining, by a processor of a computer facilitating the communication, an occurrence of the event based on the communication; determining, by the processor, whether a pre-determined phrase of the plurality of pre-determined phrases associated with the event is present in the audible input received; and determining, by the processor, a compliance rating of the agent, based on a presence of the pre-determined phrase associated with the event and the determination of the occurrence of the event, for evaluating the agent. 16. The method of claim 14 , further comprising: selecting the event to monitor.