Symptom / Need

Calls experience interruptions or audio dropouts, making communication between agent and customer difficult.

Context / Scenarios

In the daily operation of a contact center, it is possible that at certain times problems with the audio quality during a call are detected. To identify the cause and take action, it is necessary to review the origin of the problem.

Answer (Solution/Recommendation)

To diagnose the cause of the problem, it is recommended to listen to the recordings and consider the following scenarios:

1. The customer speaks and the recording is clear, but the agent hears poorly:

• Possible failure in the contact center downlink network.

2. The agent speaks and the recording is difficult to hear, which means that the customer also has difficulty hearing:

• Possible failure in the contact center's uplink network.

3. The agent speaks and the recording sounds good, but the customer hears poorly:

• The service should be reviewed with the telephone provider.

4. The customer speaks and the recording is difficult to hear, which means that the agent also has poor hearing:

• The service should be reviewed with the telephone provider.

5. Both sound bad:

• Check with Wolkvox by following these steps:
  • Check that the equipment does not have automatic Windows updates , as they can cause Internet saturation.
  • Make test calls to replicate the incident.
  • Check latency on agent stations using the monitoring tool.

By following these steps, you can quickly identify the cause of the problem and take the necessary steps to restore call quality.