These definitions will help you identify any call quality issues you may experience.
See Call Quality Button for more information on how to use the reporting button.
|Call Static||Extra noise, similar to what you hear if your radio is out of tune. Conversation may still be audible, but is masked with electrical disturbances.||Listening to a radio station that is slightly out of tune.|
|Call Choppy||Conversation breaks up, or only partial words are audible.||"He--o ho- -re you do-- to-ay?"|
|Low Audio Volume||The audio volume is very low. This can change mid-conversation, from the beginning of the conversation, or only affect one member of the conversation. This can easily be confused with microphone sensitivity or soft voices.||“Hello how are you doing today?” “I’m sorry, what? I can’t hear you” “I said how are you doing?”|
|Delay in Audio||Each person's voice is delayed and out of sync, making conversation slow. Participants also often talk over each other.||"How are you doing today?" *pause* "Doing fine, how are you?" *pause* "Great! The reason I called…"|
|Call Dropped Mid-call||The call is suddenly disconnected without either party hanging up; you may or may not hear a beep notification of the call ending.||“I was going to ask you if ----” (silence) “Hello? Are you still there?”|
|Call Did Not Connect||The agent leg is established, but placing a dial does not establish the client leg.||You place a dial. Your station phone rings and you answer it to establish the agent leg, but nothing happens after that. The system does not call the client.|
|Delay After Click||The call takes numerous seconds to connect the client leg after initiating the call.||You click Dial to make your next consecutive call and it takes 5+ seconds to hear ringing and initiate the call.|
|Other||Other call disturbances such as echo, jitter, robotic voice, one-way audio, underwater sound, etc.|
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