The Audio problems summary dashboard presents data about audio problems reported by agents. Information includes the total number of problems agents have reported and the number of interactions that encountered problems.
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- Data range — the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to last 7 days.
- Audio problem — the problem reported by an agent for an interaction. You can choose different audio problem types to narrow down the summary. By default, Audio problem filter contain all types of audio problems.
- Agent — the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, Agent filter contains all agents.
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In addition to reporting audio problems in ContactPad, agents can report Vonage problems too. Historical Analytics displays only audio problems and not Vonage problems in the Audio problems summary dashboard. Vonage problems appear in Audit Log as a Report a problem action. For information about Report a problem actions in Audit Log, see Tracked actions. |
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| borderColor | #eeeeee |
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| bgColor | white |
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| titleColor | white |
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| borderWidth | 1 |
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| titleBGColor | #232323 |
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| borderStyle | solid |
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| title | Detailed explanation of tiles |
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- Interaction ID — the unique identifier for the interaction.
- Start time — the exact time and date on which the interaction started to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
- Initial direction — the direction of the interaction when it started. Initial direction can be either Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).
- Connect from — the address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
- Connect to — the address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
- Agent — the name of the agent as defined in the VCC admin portal during agent creation.
- Audio problems (count) — the number of audio problems reported during the interaction.
- Audio problems — the category or categories of audio problems reported during the interaction separated by commas. Audio problems can be one or more of Too loud, Too quiet, Echo, Distortion, Background noise, Delay, and Other.