Audio problems summary

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.

At the top of the dashboard, you can set global filters for this dashboard:

• 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.

Total reported audio problems tile

The Total reported audio problems tile displays the number of problems that agents reported.

Interactions with reported audio problems tile

The Interactions with reported audio problems tile displays the number of interactions during which agents reported audio problems.

Audio problems usage - daily tile

The Audio problems usage - daily tile displays the total number of audio problems reported each day. 

The Audio problems usage - daily tile contains a bar chart showing the number of audio problems reported on each day.

Audio problems by agent tile

The Audio problems by agent tile displays details about audio problems grouped by the agents who reported them.

The Audio problems by agent tile contains the following columns:

• Audio problem — the type of audio problem reported — too loud, too quiet, echo, distortion, background noise, delay, and other. 
• Agent — the name of the agent as defined in the VCC admin portal during agent creation.
• Total — the number of times that each agent reported an audio problem.
• Too loud — the number of times that each agent reported that an interaction was too loud.
• Too quiet — the number of times that each agent reported that an interaction was too quiet.
• Echo — the number of times that each agent reported that there was an echo during an interaction.
• Distortion — the number of times that each agent reported that there was distorted audio during an interaction.
• Background noise — the number of times that each agent reported that there was a background noise during an interaction.
• Delay — the number of times that each agent reported that there was an audio delay during an interaction.
• Other — the number of times that each agent reported that there was any other problem during an interaction.

Audio problems by category tile

The Audio problems by category tile shows a breakdown of audio problems reported. The pie chart shows the percentage of audio problems reported in each category.

Reported audio problems trend (last 3 months) tile

The Reported audio problems trend (last 3 months) tile displays the number of audio problems reported in the last 3 months.

The Reported audio problems trend (last 3 months) tile contains a line chart showing the number of audio problems reported on each day. 

Interaction details tile

The Interaction details tile displays basic details about the interaction, such as start time, agent, and reported audio problems.

The Interaction details tile contains the following columns:

• 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.