7. The method of claim 1 , further comprising generating, by the computer, a call record for the member call, the call record comprising data associated with the member call comprising an indicator of the call segment of the member call.
7. The method of claim 1 , further comprising generating, by the computer, a call record for the member call, the call record comprising data associated with the member call comprising an indicator of the call segment of the member call. 10. The method of claim 7 , wherein the generating the call record for the member call further comprises: generating, by the computer, member disposition data of the segment based on a voice pattern of the segment and a model voice pattern; and based on the member disposition data, computing a satisfaction score for the representative.