📣 Important update:
The Revenue team has recently made improvements that help ensure the most accurate data on call quality alerts are displayed in this report. This improved experience is available beginning September 7, 2023. Thus, no call quality alert data is available earlier than this date in the report.
When setting a Start Date, select a date value of 09/07/23 or later. (Start Dates that begin before 09/07/23 will not return any call quality alert data in the report.)
The Revenue.io Call Quality Dashboard provides RingDNA Communications Hub administrators insight into the potential call quality issues that their users are facing. Based on the shape of a conversation, multiple factors can impact the quality of conversation. Most of the underlying reasons that a user is having a poor connection are in their direct control and can be proactively addressed to ensure calls in the future have improved quality. Use this dashboard to understand clearly the answers to the following questions.
- How many calls have been impacted by call quality signals
- The percentage of calls over a defined period that are flagged as impacted by call quality signals
- What users are impacted the most by call quality signals?
- What types of call quality issues are users potentially facing?
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 call quality issues.
How Does it Work?
- As reps place calls within the Revenue.io platform, we capture and collect call quality data for all of our inbound and outbound calls.
- Admins can see this information by accessing the Call Quality Dashboard. Please note that to access this dashboard, a user must either have an administrator license or be a supervisor of at least one team.
- Admins and Supervisors can see the percentage of calls impacted by call quality alerts and the users that are impacted at higher rates than others.
How to use the Dashboard
The alerts that are presented within the Call Quality Dashboard can be broken down into two categories to help you reach out to users and triage call quality issues that may go unseen or unreported.
For any of the below alerts work with reps to ensure that their network contains the proper bandwidth to support audio calls over VOIP.
- High RTT - Round-trip-time (RTT) is the measure of latency in the network. Higher latency can result in perceptible delays in audio.
- Low Mos - Mean Opinion Score (MOS) is a measure of the overall network conditions that affect call quality.
- High Jitter - Jitter is the measure of variability at which packets arrive. High jitter can result in audio quality problems on the call, such as crackling and choppy audio.
- ICE Connectivity Lost - The user's network connectivity has been terminated during the course of the conversation.
Call Quality Degradation
For any of the below alerts work with Revenue.io support to troubleshoot and triage potential lags in audio and system behavior.
- High Packet Loss - Packet loss is measured as the percentage of packets that were sent but not received by Revenue.io. High packet loss can result in choppy audio or a dropped call.
- Low Bytes Received - Revenue.io detects no bytes being received in the Dialer.
- Low Bytes Sent - Revenue.io detects no bytes being sent by the Dialer.