System and method for monitoring audio power level of agent speech in a telephonic switch

A method for monitoring speech levels of an agent during an incoming telephone call from a caller, the incoming telephone call being routed to a telephonic unit of an agent by a telephonic switch, the method comprising the steps of:

• detecting an audio power level of speech transmitted by the telephonic unit of the agent during the incoming telephone call;
• and
• providing an indication to at least one of the agent and a supervisory personnel if the audio power level is not within a predetermined range, the indication being external to the telephonic unit of the agent.

A system for regulating an audio power level of speech during an incoming telephone call from a caller, the incoming telephone call being routed by a telephonic switch to a telephonic unit corresponding to an agent, the system comprising:

• an audio power detecting circuit configured to measure a power level of speech transmitted by the telephonic unit of the agent during the incoming telephone call;
• an agent gain control circuit operative to receive the signal from the audio power detecting circuit, and configured to automatically adjust the audio power level of the speech transmitted by the telephonic unit based upon the measured power level, until the measured power level is within the predetermined range, and
• the adjustment of the audio power level of the speech transmitted by the telephonic unit being independent of a level of speech provided to the telephonic unit by the agent.