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If you’re having trouble with call quality in Amazon Connect, checking the WebRTC metrics in the Contact Control Panel (CCP) logs can help you find the problem. These metrics are divided into two main sections: audio_input and audio_output, and understanding them can guide you to the right solution.
The audio_input section shows the sound coming into the agent’s device — that is, the caller’s voice that the agent hears. When you look at the Audio Level graph here, values above zero mean that the agent is successfully receiving sound from the caller. If the levels are low or absent, the issue might be on the caller’s side or with their connection.
The audio_output section deals with the sound leaving the agent’s device — which is what the caller hears. The Audio Level graph in this area confirms if the agent’s voice is being sent out properly. If callers can’t hear the agent, or if there are issues during conversations, check this section first.
When troubleshooting voice problems where the agent is speaking but callers can’t hear them, concentrate on the audio_output metrics. Look for signs like spikes in packet loss or high Round Trip Time (RTT) values. High RTT, especially above 300 milliseconds, can lead to choppy sound or delays, making it harder for callers to understand.
The CCP Log Parser displays these metrics as visual charts, making it easier to spot issues affecting call quality in either direction. By regularly reviewing these graphs, you can identify and address problems quickly, leading to better call experiences for both agents and callers.
For more detailed guidance, you can refer to the official AWS documentation on improving call quality and reviewing logs:
– Improving call quality on agent workstations in Amazon Connect.
– Downloading and reviewing CCP logs in Amazon Connect.
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