How We Smoothly Resolve Call Issues for Online Education Platforms

By Anton Chernenko on June 6, 2018
read

At callstats.io, we help customers with a wide range of specialities and needs. A large, important group of customers we work with quite often are those in the online education and language learning space.

When online education platforms consistently have issues with a percentage of their calls, it can be a huge problem. The online education space is a very competitive field that already has a lot of players, so companies in this space try to make learning as seamless and smooth as possible. When students have issues simply hearing or seeing their instructors over video chat, it is an issue that must be addressed. Combined with the fact that learning is already stressful, it can put a real strain on their students. These factors frustrate teachers and students alike, and can sometimes lead to students leaving the platform all together.

How We Can Help

Online education platforms will come to us to get help on why their calls are having issues. They usually have some confusion as to whether these call issues come from a few users, randomly, or if it is due to a particular location. Many have no tracking or monitoring system and rely on user feedback and complaints.

In order to address these problems, we ask the platform to send us as much data as they can. With this data, we look to identify, collect, and debug their most problematic calls.

In order to debug these calls, we typically slice and dice the data with filters.

First, we apply the objective quality filter and select Bad - 0-1. This lets us identify the poor quality calls and identify the RTT, setup time, and audio and video throughput from the Service Level Page. These metrics gives us extensive information about the poor quality calls, as well as why they may have occurred. Additionally, we are able to filter based on the geographic location, browser, app version, and other details to get comprehensive information.

Once we have this information, we can begin checking individual conferences for issues. Our conference graphs help us identify media streams, losses, and transport issues. It also lets us understand where the problem occurred: at the student or at the teacher. This information all comes together to pinpoint issues and predict where problems may occur in the future. It also enables the platforms developers to create more stable, compelling products.

With any company in a competitive market, having a stable, reliable resource is key. The quality of the user experience can make or break an interaction, and play a major role in whether users will stay or start to look elsewhere.

Want to learn more about how to improve the quality of audio and video calls in your WebRTC application? Try out our dashboard.


Tags: WebRTC Verticals, WebRTC, WebRTC Monitoring