Network Operators that provide Call Center infrastructure to Business and Government customers must be concerned with the customer experience of two distinct sets of customers: (a) their direct business subscriber – the Call Center Operator, and (b) the customer’s customer – the calling party dialing into the Call Center. The performance of the Call Center must be monitored to determine the Quality of Experience for the end user – the calling party, and the performance and efficiency of the Call Center itself. This includes the experience of the Service Agents working in the Call Center itself.