Understanding Call Quality for Call Legs

2 Comentários

  • Brett Bowser
    Zendesk Community Team

    Hey Travis,

    According to the documentation I've located, it looks like you're correct in your assumption. If it shows call quality issues under the customer leg, then the issue would be on their end. This article may also help clear up any confusion around this new feature: Reporting on Talk network and audio quality

    I hope this helps!

    0
  • Elissa
    Zendesk Community Team

    Hi Travis Tubbs

     

    Just a quick follow up here! We checked into it a bit further with one of our Talk experts and also took a look at some test calls through the API. The expert explained that the quality information is not able to distinguish what side (customer or agent) the issue is coming from, simply that there were quality issues or degraded quality in the call. 

    I hope that helps! 

    Sorry for the confusion!

    0

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