Advanced Training: Admin

Call Quality Log Utility

In general, questions of call quality with a hosted dialer system like ours are often difficult to pin down. Call quality can be affected by a client's internal network and internet bandwidth, the phone system or PBX being used, other applications that share bandwidth, and more. While we at never want to incorrectly attribute problems, in many cases call quality issues are not the result of problems with the PowerDialer for Salesforce's systems, but rather those within the domain of the customer.

However, we recognize that call quality is something that cannot be compromised as part of our services. Successful businesses demand stability and quality from their vendors, and we want to provide that for all of our customers.

To this end, we've provided a call quality logging utility that integrates directly to the PowerDialer and Click-to-Call systems. This utility gives users and admins the ability to immediately report issues as they arise, while capturing vital call data to send to support personnel.

When added to a layout, the new call quality action log will appear in the dial panel area of the screen, near the other call actions.

(Call Quality Button - Left: Click-to-Call Panel. Right: PowerDialer Panel.)
Click to view larger image.

If a user finds they need to report an issue, they can click this button. They will then be asked to quickly fill out a log form with some details surrounding the problem.

(Call Quality Report)
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The user needs only to choose an entry from the "Issue Type" dropdown and enter a short description in the "Issue Description Field." They can then press the Report Problem button to complete the entry.

While this seems simple to the user, the dialer system also automatically sends a detailed summary of the call along with this form. These are sent together to a customer-specific call log, stored and visible to our support team.

Each detailed log is stored and aggregated with each client's account information. The additional detail will allow support and development to better assess the nature of call quality issues, and speed up the process of troubleshooting and solving issues when they arise.

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