a computer - implemented method for assessing the quality of performance of agents engaged in customer - representative interaction - related sessions is provided . the method includes capturing screen events of a computational representative to form a captured event , wherein the screen event is a graphical user interface element shown on a screen coupled to the computational device ; parsing the captured event according to one or more criteria to obtain screen event data that contains text ; triggering recording of screen data associated with the computational device , if the screen event data matches a user defined text search criterion ; and performing computer - based automated quality measurement analysis based on the screen event data .