Reporting on Talk network and audio quality

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8 Comments

  • Stephen Belleau
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    Rob Stack 

    In this article you'll learn how Talk notifies agents when call quality issues occur and how admins can report on these issues

    Where are the steps on how to report on Talk quality?

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  • Rob Stack
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    Hi Stephen Belleau apologies for the error in the docs which has now been fixed. Reporting capabilities will be coming soon.

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  • Stephen Belleau
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    Gotcha, thanks. Great update nonetheless, looking forward to the reporting capabilities!

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  • Rob Stack
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    Thank you. Watch this space!

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  • Meghan Howard
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    What does this mean?

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  • Rob Stack
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    Hi Meghan, it seems to indicate that Talk has some sort of issue. If you click the button to open the Talk console, is any further information displayed?

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  • Tobias Hermanns
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    Hi,

     

    • silence: Silence was detected on the call. This could be due to a missing audio stream or a completely silent stream received.
    • high_jitter: Two conditions can result in calls being tagged with high jitter, average jitter of 5ms and max jitter of 30ms, or more than 1% of packets delayed by 200ms or more.
    • high_packet_loss: Packet loss was larger than five percent.
    • high_pdd: Post-dial delay (time between SIP INVITE and 18x response) was larger than p95 for this country.
    • high_latency: The Twilio-internal RTP traversal time exceeded 150ms.

     

     

    how can we use this metrics in Explore Talk Dataset?

     

    Thanks.

     

    /Tobias

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  • Rob Stack
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    Hi Tobias Hermanns You can now report this information on the Talk prebuilt dashboard. See https://support.zendesk.com/hc/en-us/articles/213857548

    We've also added metrics and attributes to the Talk dataset that you can use in your own reports (for example the Leg quality issues attribute). See https://support.zendesk.com/hc/en-us/articles/360022365173

    I hope this helps!

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