Contact center agent coaching tool

A method, comprising:

• receiving a plurality of communications involving an agent and at least one customer;
• analyzing each of the plurality of communications, using a computer-based communications analytics facility, for at least one of a language characteristic, a non-word symbol, or an acoustic characteristic;
• analyzing each of the plurality of communications, using a contextual analysis, to obtain a context, wherein the contextual analysis is done by a contextual module that is structured to examine the communication for specific language characteristics, non-word symbols, or acoustic characteristics that trigger potential contextual relevance to subsequent or prior specific language characteristics, non-word symbols, or acoustic characteristics of the communication and, monitor the subsequent or prior language characteristics, non-word symbols, or acoustic characteristics of the communication for such potential contextual relevance after receiving the specific language characteristics, non-word symbols, or acoustic characteristics that trigger the potential contextual relevance to the subsequent or prior language characteristics, non-word symbols, or acoustic characteristics;
• determining a score related to a customer satisfaction or a customer dissatisfaction, and associated with each of the plurality of communications using the at least one language characteristic, non-word symbol, acoustic characteristic, or the context;
• determining an out of range score of an aggregate or a weighted aggregate of the score for the plurality of communications is outside of a predetermined range;
• and
• automatically triggering an automated coaching tool to be presented to the agent based on the determining of the out of range score;
• wherein the out of range score is a numerical score and a color-coded score with a predetermined color, and wherein the coaching tool comprises politeness training with a re-scoring based on an effectiveness of training.