The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction....http://www.google.com.tw/patents/US7151826?utm_source=gb-gplus-share專利 US7151826 - Third party coaching for agents in a communication system
