Announcing call quality reporting in Zendesk Talk

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2 Comments

  • Tobias Hermanns

    I monitor the call "Signal Level Icon" always in last 3-4 weeks in Enterprise and I found it till now unhelpful totally.

    It just say "bad conection" or "good connection" but the real agent feeling was different.

    If you can´t hear customer, interrupt, delay in voice, it always show up green.

    If you feel it´s a excellent connection the icon is showing red often.


    So for me right now, not really helpful.

     

    How can we add this into Explore Reporting with more details (Jitter and more?)

     

    We´re measuring KPI of Agents and I need exclude all Calls with such issue from Agents statistic and even we need this in explore to prove for Zendesk Support, that look issue on your / twilio site and not our network, so please fix it.

    Thank you.

     

    /Tobias

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  • Rohan Gupta

    Hi Tobias,

    Thanks for reaching out. Sorry to hear you are facing issues.

    Call Quality notifications that are visible to the agents only show agent side of the call, sometimes the disturbance is on the caller side which may explain you seeing green icon even when there seems to some issue with the call. 

    Sometimes due to network conditions there may be delay in displaying the notification which may account for some other corner cases.

    With Call quality reporting just announced you will be able to historically report if the issue was on the side of the caller or the agent - but not in realtime.

    Currently call quality reporting is not available with Explore. Will keep you posted when the situation changes.

    Thanks

    Rohan

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