I am currently trying to develop a category to capture profanity usage by the customer. The idea behind this is to score associates and if we see that a certain associate has significantly more calls with the customer using profanity, than the rest, this could be a cause for concern. Is the associate being unprofessional or provoking the customer? I am using speaker separation and have the average curse words/phrases, but it does not seem to be enough to get a high positive hit rate. Does anyone have any suggestions for me to help? Thank you so much!