1. A computer-implemented method, comprising: determining, by a processor, 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, by the processor, 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; tracking, by the processor, 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 determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics; performing, by the processor, the at least one action associated with the real-time textual conversation, wherein performing the at least one action comprises any of: displaying, by the processor, information associated with the at least one action to a supervisor monitoring the real-time textual conversation and providing, by the processor, 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.
1. A computer-implemented method, comprising: determining, by a processor, 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, by the processor, 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; tracking, by the processor, 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 determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics; performing, by the processor, the at least one action associated with the real-time textual conversation, wherein performing the at least one action comprises any of: displaying, by the processor, information associated with the at least one action to a supervisor monitoring the real-time textual conversation and providing, by the processor, 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. 10. The method of claim 1 , further comprising: accessing, by the processor, a real-time voice based conversation between the agent and the customer; and converting, by the processor, the real-time voice based conversation to the real-time textual conversation.