Reporting on Talk network and audio quality

When your call audio or network quality drops, you'll see a notification in the Talk console.

These days, more agents are working remotely which presents challenges helping to diagnose Talk call quality issues. In this article you'll learn how Talk notifies agents when call quality issues occur and how admins can report on these issues and configure computers and the network to improve things.

This article contains the following sections:

• Headset audio level notifications
• Talk connection issue notifications
• Reporting on call quality issues

Headset audio level notifications

If the call audio quality drops, you'll see a warning icon in the Talk Professional or Enterprise console.

If you see this warning, check your headset is plugged in and the microphone input levels are high enough. Also, make sure you haven't muted the microphone. Finally, try a different headset to ensure the one you are using isn't faulty.

For more information about getting the best audio quality, see Preparing to use Zendesk Talk.

Talk connection issue notifications

If network conditions affect the call quality, you'll see a warning icon in the Talk Professional or Enterprise console. Click the icon to see more details about the problem.

The Talk network requirements article contains a wealth of information to help you troubleshoot both computers running Talk, and your company network. Note that an administrator will need to configure some of the network settings you might need to change.

Reporting on call quality issues

There are a number of issues that might happen on a call leg including:

• 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.

The information in the Talk network requirements article can help you troubleshoot many of these issues. You can use one of the following two methods to report on call quality issues:

• Reporting on call quality with Explore
• Reporting on call quality with Talk incremental APIs

Reporting on call quality with Explore

Zendesk Explore gives you comprehensive call quality reporting capabilities. For example, you can report on good quality calls, bad quality calls, or dig-in to find detailed call quality information.

If you're using Explore Lite, you have access to a pre-built dashboard containing a whole range of reports to help you monitor call quality. For more information, see Analyzing your Talk activity.

If you have Explore Professional or later, you can build your own reports and dashboards using Explore's metrics and attributes. For help creating reports, see Creating queries. To see the available metrics and attributes, read Metrics and attributes for Zendesk Talk.

Reporting on call quality with Talk incremental APIs

You can use the Talk incremental APIs which collect data to report on call quality issues. You can access information about call leg quality (Agent Leg and Customer leg) information from the Talk incremental API soon after the call ends.