Patent ID: 8929535
Filing Date: 2015-01-06
Classification: H04M

Abstract:
1. A method performed with regard to a center having a plurality of agents working thereat, each agent being situated at a work station for being in calling contact with a client by way of the work station to service the client, the method for detecting when the agent is excessively loud and providing feedback to the excessively loud agent and comprising: transforming, at a microphone of the work station, aural speech of the agent into an electrical format; sampling, at a volume detector of the work station, the electrical format of the speech of the agent and generating based on the sampling an instantaneous volume level associated with the speech of the agent; comparing, at the volume detector of the work station, the generated instantaneous volume level to a predetermined threshold to determine that the agent is speaking with an excessively loud volume; outputting, at the volume detector of the work station, a trigger signal to indicate that the agent is an offending agent who is talking with an excessively loud volume; receiving, at a feedback generator of the work station, the trigger signal from the volume detector, and based thereon generating a feedback to be perceived by the offending agent at the work station, the perceived feedback for causing the offending agent to reduce the aural volume thereof; the generated feedback being a visual feedback comprising a message appearing to the offending agent from a video monitor of the work station of the offending agent.