12. An apparatus, comprising: at least one processor; and a storage module having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to: determine one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer, wherein said determining the one or more mood metrics for a chat stage of the real-time textual conversation, by the processor, further comprises determining an overall mood for the chat stage based on a polarity based approach by: assigning polarity labels to features present in the chat stage; assigning polarity strength scores for the polarity labels assigned to the features present in the chat stage; calculating weighted polarity scores for the features based on aggregation of the polarity labels and the polarity strength scores to determine the overall mood for the chat stage; and determining the overall mood based on a subjectivity-based approach by removing terms classified as objective from the real-time textual conversation prior to assigning the polarity labels and the polarity strength scores; track changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation between the agent and the customer; and determine at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics; and an input-output (I/O) module; wherein the at least one processor is further configured to cause the apparatus to perform the at least one action by enabling the I/O module to any of: displaying one or more textual recommendations to the agent so as to enable the agent to use the one or more textual recommendations in the real-time textual conversation to thereby cause a target outcome of the real-time textual conversation; displaying information associated with the at least one action to a supervisor monitoring the real-time textual conversation and causing the I/O module to provide the information associated with the at least one action to the agent engaged in the real-time textual conversation based on an input received from the supervisor so as to enable the agent to perform the at least one action thereby causing a target outcome of the real-time textual conversation; monitoring an agent engagement score associated with the two or more chat stages of the real-time textual conversation; storing the real-time textual conversation with a timestamp of the real-time textual conversation; and displaying one or more textual recommendations to the agent so as to enable the agent to use the one or more textual recommendations in the real-time textual conversation to thereby cause a target outcome of the real-time textual conversation.
12. An apparatus, comprising: at least one processor; and a storage module having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to: determine one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer, wherein said determining the one or more mood metrics for a chat stage of the real-time textual conversation, by the processor, further comprises determining an overall mood for the chat stage based on a polarity based approach by: assigning polarity labels to features present in the chat stage; assigning polarity strength scores for the polarity labels assigned to the features present in the chat stage; calculating weighted polarity scores for the features based on aggregation of the polarity labels and the polarity strength scores to determine the overall mood for the chat stage; and determining the overall mood based on a subjectivity-based approach by removing terms classified as objective from the real-time textual conversation prior to assigning the polarity labels and the polarity strength scores; track changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation between the agent and the customer; and determine at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics; and an input-output (I/O) module; wherein the at least one processor is further configured to cause the apparatus to perform the at least one action by enabling the I/O module to any of: displaying one or more textual recommendations to the agent so as to enable the agent to use the one or more textual recommendations in the real-time textual conversation to thereby cause a target outcome of the real-time textual conversation; displaying information associated with the at least one action to a supervisor monitoring the real-time textual conversation and causing the I/O module to provide the information associated with the at least one action to the agent engaged in the real-time textual conversation based on an input received from the supervisor so as to enable the agent to perform the at least one action thereby causing a target outcome of the real-time textual conversation; monitoring an agent engagement score associated with the two or more chat stages of the real-time textual conversation; storing the real-time textual conversation with a timestamp of the real-time textual conversation; and displaying one or more textual recommendations to the agent so as to enable the agent to use the one or more textual recommendations in the real-time textual conversation to thereby cause a target outcome of the real-time textual conversation. 22. The apparatus of claim 12 , wherein the apparatus is further configured to: access a real-time voice based conversation between the agent and the customer; and convert the real-time voice based conversation to the real-time textual conversation.