The call quality logs feature captures detailed metrics about the quality of a phone call during its duration. It shows data like connection bytes received by the agent, indicating the stability and quality of the call connection.
What problem does this solve?
This feature helps identify and diagnose call quality issues that may arise during a conversation. By viewing specific metrics, admins and users can determine whether issues stem from low connection stability or poor network performance, aiding in troubleshooting and improving call experience.
How can a business admin use this?
Business admins can use call quality logs to monitor and analyze call performance metrics, especially in cases of reported call issues. By checking the logs for low bytes received, admins can pinpoint network or connection problems, allowing them to take action and prevent disruptions in future calls.
To access call quality logs in Aloware:
Navigate to the communication section from the admin dashboard.
Click on the desired contact to be redirected to Aloware Talk.
Select the specific communication and click on more to view the call quality logs.
How can an average user use this?
For agents, the call quality logs provide transparency during calls. If a user experiences poor audio quality, they can check the call logs to see if there were low connection bytes, helping them understand if the issue was network-related and report it effectively.
How does this relate to our other tools?
This feature complements Aloware's existing call analytics and reporting tools. While call analytics offer insights into call performance and outcomes, the call quality logs focus specifically on the technical quality of the call, offering a deeper layer of diagnostic data.
Important configurations
Currently, the call quality logs only provide data from the agent's side of the call. The contact's call quality metrics are not yet included, so any analysis will be limited to the agent's connection statistics.