Media, method and system are described for creating and operating software capable of performing steps to provide an agent with feedback from a supervisor on current performance interacting with a client. Embodiments of the invention calculate values of performance metrics and assign each a weight contributing to an overall performance score. Embodiments of the invention further calculate the overall performance score and transmit it for presentation to the agent in such a way that a clear indication of success and/or desired change in performance can be easily understood.
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