Call Alerts Dashboard

Overview

The Revenue.io Call Alerts Dashboard provides RingDNA Communications Hub administrators insight into potential issues that may impact a user's call quality. Most often, these issues are caused by local network conditions which can proactively be addressed by an IT Administrator.

Use this dashboard to understand clearly the answers to the following questions.

1. What percentage of calls are potentially impacted?
2. How many calls over a defined period have a call alert?
3. What users are potentially impacted the most?
4. What types of issues are users potentially facing?

Note: 🔄 Data in this report is updated daily at 2:30 AM UTC.

Link to Dashboard

Why Is This Important?

We always want to provide our customers with clarity of insight, trust in our solutions, and the context of conversations held within our platform. As we detect where reps are potentially having issues, we are ensuring that admins and managers have the tools to understand the volume of issues. Beyond simply understanding the issues that reps may be facing, this information arms the ability to be proactive and get to and fix the root cause of any local network issues impacting calls. 

How Does it Work?

1. As reps place calls within the Revenue.io platform, we capture and collect network performance data for all of our inbound and outbound calls. When we detect that a user's internet or browser performance is poor, we will attribute a call alert to that call.
2. Admins can see this information by accessing the Call Alert Dashboard. Please note that to access this dashboard, a user must either have an administrator license.
3. Admins can see the percentage of calls impacted by call alerts and which users are impacted at higher rates than others. 

How to use the Dashboard

The alerts that are presented within the Call Alert Dashboard can be broken down into two categories to help you reach out to users and triage local network issues that may get reported.

1. Unstable Network

This alert indicate a user is having internet connectivity or browser performance issues which may be impacting the performance of their calls. Steps should be taken to ensure that their local network meets our network requirements and has enough bandwidth to support audio calls over VOIP.

• • High Packet Loss - Packet loss is measured as the percentage of packets that were sent by the dialer but not received by the carrier. High packet loss can result in choppy audio or a dropped call resulting from a poor internet connection.
  • High Jitter - Jitter is the measure of variability at which packets arrive. High jitter can result in audio degradation on the call, such as crackling and choppy audio.
  • High Latency - Round-trip-time (RTT) is the measure of latency in the network. Higher latency can result in perceptible delays in audio.

See our recommendations for addressing Packet Loss, Jitter, and Latency here.

2. Connection Interrupted

When placing calls from the browser, the user's computer and the carrier's server exchange periodic messages verifying that the call is active. If these message exchanges fail, it could indicate a problem with the connection to our Carrier Partner being blocked or disconnected. 

• • ICE Connectivity Lost - The browser had a connection with our Carrier Partner, but during the course of the conversation that connection ended and could not be re-established resulting in a dropped call. This often happens as a result of degraded network stability or an unstable Wi-Fi connection.
  • ICE Negotiation Failed - This means that the browser made a TCP connection to our Carrier Partner for signaling, but could not establish UDP/RTP media connectivity. This can happen if network connectivity is poor, or if UDP is being blocked, or if a network policy prevents UDP to/from the IP addresses in our network documentation. Please ensure Revenue.io's networking requirements are taken into consideration.