1. A method of detecting pre-determined phrases to determine compliance quality, comprising: storing a plurality of pre-determined phrases in association with a precursor 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 precursor event based on the communication; determining, by the processor, whether a pre-determined phrase of the plurality of pre-determined phrases associated with the precursor 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 precursor event in the communication, for evaluating the agent.
1. A method of detecting pre-determined phrases to determine compliance quality, comprising: storing a plurality of pre-determined phrases in association with a precursor 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 precursor event based on the communication; determining, by the processor, whether a pre-determined phrase of the plurality of pre-determined phrases associated with the precursor 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 precursor event in the communication, for evaluating the agent. 11. The method of claim 1 , wherein the precursor event is an offer by the agent.