Voice Debug Console
Updated
Voice Debug Console offers comprehensive insights into every aspect of incoming voice calls on Sprinklr. It provides detailed analyses, ranging from call quality assessments to identifying reasons for disconnections. Voice Debug Console simplifies the debugging process for voice calls from an administrator's perspective, streamlining troubleshooting, and ensuring optimal call performance on UI upfront.
How to Use Debug Console?
Once you login to Sprinklr home page, Voice Debug Console will be present upfront under the various personas.
On clicking Voice Debug Console, the user sees four tabs on the left side of the screen:
1. Reporting Tab
2. Conversation Analysis
3. User Session Analysis
4. Partner Level Configurations
1. Reporting Tab
A standard reporting dashboard is setup to look at a detailed analysis of all calls in the partner. To monitor and identify issues, refer to the reporting tab. You can drill down the metrics on various categories such as conversation IDs etc.
2. Conversation Analysis
To Analyze a conversation, you require the conversation ID of the particular call that you get from reporting or directly from the care console of the particular case.
There are 6 widgets in Conversation Analysis tab.
Call Metrics
Participant Overview
Ladder Diagram
Conversation ladder diagram shows sequence of events for a conversation. This widget shows conversation events, user session events from conversation, start to end time, and backend events for the conversation participant from conversation start to end time.
Conversation Trend
The conversation trend is plotted across the call time with following metrics:
Jitter - Jitter is average packet-to-packet delay time (This is measured in ms)
The permissible Values of Jitter:
0 to 30ms --> excellent call quality
31 to 99 --> good call quality
100 to 149 --> moderate call quality
150 --> poor call quality
Round Trip Time (RTT) - It represents the time it takes for a data packet to travel from the source to the destination and back to the source and is measured in milliseconds.
The permissible values of Round trip time:
< 100ms - Excellent Call quality
100-150ms - Good Call Quality
150ms-200ms - Average Call Quality
> 200ms - Bad Call Quality
Packet Loss(%) - When one or more packets of data fail to reach their destination. (This is measured both in % as well as # of packets). This metric gives the percentage of packet loss.
The Permissible values for Packet Loss :
< 1 --> Excellent Call Quality
< 1 to 2.9 --> good call quality
3 to 5 --> moderate call quality
> 5 --> poor call quality
Packet Loss(#) - This highlights the # instead of %
IP Addresses
IP Address of all the Local and Remote Candidates is shown in this widget. This widget is useful to identify if the location of the agent from the remote server is too far away. Sometimes issues like call lag/high call connection times in such cases are resolved out with this widget.
Logs Widget
All the events logged for this call are shown in this widget. The logs are filtered using 4 filters:
Source
Message:
Type
Tags
3. User Session Analysis
There are two widgets in User session analysis in user session analysis
Ladder diagram
User Logs
NOTE: The past 30 days user logs will be stored. User logs can only be viewed for 24 hours at one time.
4. Partner Level Configurations
In this tab, all the partner properties such as partner Name, Partner ID, Telephony provider etc. are highlighted.
Enablement of Voice Debug Console
For enabling voice debug console, enable the following DPs:
VOICE_DEBUG_LOGS_ENABLED
ENABLE_WEBRTC_STATS: There are two DPs through which you get the Call quality metrics like Jitter, RTT, Packet Loss. Only enable this DP if client is facing audio issues. This DP should not be enabled by default due to the following:
a. If we enable the DP: ENABLE_WEBRTC_STATS, the call quality metrics will come from Sprinklr own in house software which gives these metrics.
b. If we enable the DP: ENABLE_WATCH_RTC, the call quality metrics will come from WatchRTC.
c. If both the DPs are enabled, WatchRTC will be given more priority, hence the metrics will come from WatchRTC.
VOICE_DEBUG_LOGS_SYNC_JOB_ENABLED
Setup Standard Voice Reporting DB: To setup standard reporting dashboard available in Voice Debug Console Persona app, please contact the respective team.
NOTE: Change curl, just environment, and partner Id in this sample. For the above example, 111000 is the partnerId.