How to use Operata to find the likely cause of one way audio...
Agent reporting one way audio issues using Operata Agent Messenger is the key in finding common causes, impacting many customers.
The basics.
There are two audio data points that narrow down the cause of one way audio issues:
Operata measures the Audio Energy into the Softphone from the Customer and the Agent.
Amazon has the Call Recording of conversation within the Amazon Connect cloud.
These two audio data points, coupled with Operata monitoring, gives you all you need to focus on where the problem is occurring and how often.
For the purposes of identifying the cause, split the call into three sections Agent, Network and Customer
How this approach helps?
If the Customer could not hear the Agent?
In simple terms, for an instance where the Customer could not hear the Agent:
If Operata measures low or no Agent Audio Energy at the softphone, then the issue is the Agent Headset or the PC.
If the Agent can be heard in the Amazon Call Recording, then the issue is with the Customers phone or the phone services connecting Amazon to the Customers phone.
If Operata detects good Agent Audio Energy at the softphone, but the Agent cannot be heard in the Amazon Call Recording then the issue is with the PC, the data network (most likely) or Amazon Connect.
If the Agent could not hear the Customer?
In simple terms, for an instance where the Agent could not hear the Customer:
If Operata measures good Customer Agent Audio Energy at the softphone, then the issue is the Agent Headset or the PC.
If the Customer can not can be heard in the Amazon Call Recording, then the issue is with the Customers phone or the phone services connecting Amazon to the Customers phone.
If Operata detects ow or no Customer Audio Energy at the softphone, but the Customer can be heard in the Amazon Call Recording then the issue is with the PC, the data network (most likely) or Amazon Connect.
How do I use Operata and the Amazon Call Recording to find out where the issue is?
If the Agent could not hear the Customer?
Find the Agent Reported issue in Playbook 7 and select the contact_id to filter all the data for that call.
Scroll down to see Voice Audio Levels.
Has Operata detected Normal Customer Audio?
Yes - then the issue is between the the Softphone and the Agent Headset speaker.
Now change elements and measure the impact over time:
Is the agent using an internal speaker.
Move to using a Headset, preferably wired.
Has the headset changed during the call?
Move to a wired headset.
Is the PC up to spec or has the CPU spiked above 95%?
Investigate CPU usage or move to a higher spec machine.
Are there any Softphone logs indicating a 'Get User Media' or other failure.
Directly connect the headset to the PC, preferably wired.
No - then the issue is either with the Network or Customer section of the call
See below..
Playbook 7 scroll down to see Network Stats
Are there any Packet Loss, Latency or Jitter losses or dips (highlighted in Orange or Red).
Yes - then check the agent in Playbook 4 to determine whether there are broader issues with the agents network.
Now change elements and measure the impact over time:
Is the agent using WiFi network.
Move to using a wired network connection.
If the agent is home-working what is the upload and download speed of their internet service, upload speed is typically 20% of the download speed.
Move to a higher performance home internet service.
If the agent is home-working are there other users on the same network.
Move other users to another network.
If the agent is home-working.
Report the issue to the ISP.
No This issue is in the Customer section of the call
No - This issue is in the Customer section of the call.
See below..
Now use the contact_id to listen to the Amazon Call Recording
Can you hear Agent Audio?
Yes - The issue is with the Customer or telephone network between Amazon and the Customer
Now use Playbook 7 to confirm whether other agents are experiencing the same issue?
If this is not the case then continue to monitor the agent.
If this is the case then report to Amazon and the Published number provider as the issue looks to be common to services used by many customers.
If No - Then the issue is within Amazon Connect.
See below..
Now use Playbook 7 to check for any Softphone or CCP errors and report to AWS.
How do I use Operata and the Amazon Call Recording to find out where the issue is?
If the Customer could not hear the Agent?
Follow the same process, but look at inbound audio to the agent, rather than from them..