Real-time call center call monitoring and analysis

A system for analyzing conversations between customers and call center agents in real-time, the system comprising processing circuitry configured to:

• receive a first plurality of user inputs for creating a plurality of base expressions and composite expressions, wherein the plurality of base expressions and composite expressions are included in an expression list;
• receive a second plurality of user inputs for creating an abstract profile, wherein the second plurality of user inputs comprises selections from the expression list of some of the plurality of base expressions and composite expressions for inclusion in the abstract profile;
• generate a new profile based on the abstract profile, wherein the new profile includes the selected expressions;
• evaluate, while the new profile is active, the selected expressions in real-time during conversations between customers and call center agents;
• and
• generate, for display at an agent station, a first visual representation based on evaluation of the selected expressions.