Viewing audio problems in Real-time Analytics

Agents can report problems with audio while handling calls. Using dashboards in Real-time Analytics, you can display reported audio problems.

For information about reporting audio problems in ContactPad, see Reporting problems in ContactPad.

How do I display reported audio problems in a Real-time Analytics dashboard?

You can configure the following widgets to display audio problems:

Big Number

Configure Big Number widgets to display:

• The number of agents who reported audio problems
• The number of interactions that agents reported audio problems for

In the example above, one agent has reported audio problems. Each agent is counted only once regardless of how many problems they have reported.

In the example above, agents have reported problems with four interactions. Each interaction is counted only once regardless of how many problems are reported for that interaction.

Donut

Configure Donut widgets to display counts of interactions and agents as in Big Number widgets with additional audio problem type data.

In the above example, one agent has reported audio problems. The legend shows the number of agents who have reported each audio problem type; the numbers do not indicate how many times each problem has been reported.

In the above example, agents have reported audio problems for four interactions. The legend shows the number of interactions that have had each audio problem type reported.

List

Configure List widgets to display reported audio problems by interaction or by agent. You can display the audio problem type and count. Reported audio problem types appear in a comma-separated list, with the most recently reported problem first.

In the above example, Abraham has reported multiple audio problems including Distortion and Too loud. In total Abraham has reported seven audio problems. The other three agents in the list have reported no audio problems.

In the above example, the first and third interactions in the list have one reported audio problem each, Distortion and Too loud respectively. The fourth interaction in the list has the most reported audio problems: Too loud, Distortion and Other.

Dashboard example