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Dashboard Enhancements: Conference Listing and Details 🕵️‍♀️ 📶 🌐

By callstats on December 8, 2020
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callstats was acquired by 8x8 earlier this year, and since the summer the support and deployment teams are using callstats to answer support tickets with higher success rate, quickly. On one hand the support teams are more productive and the other, the customers are happier. We have seen a 5x improvement in total work time on the support tickets, and a marked improvement in CSAT and NPS. Further, 8x8 customer facing dashboards are also incorporating callstats dashboards, i.e., thus reducing the escalations into 8x8 support.

Hundreds of support agents and deployment/support engineers are using callstats, which means the dashboard is improving for callstats customers as well. Here are some of the updates that we rolled out in the last month, these enhancements helps the 8x8 support and engineering teams diagnose call quality tickets more quickly.  

Enhanced call listing

The call listing now contains userIDs, tenant and site identifiers, i.e., shows who were on the call (userIDs) and where were they located (tenant and site identifiers). There is a privacy option, i.e., depending on your role customer support vis-a-vis a developer, it shows the username or aliasName, respectively.

Zoom in event timeline

The event timeline can now be zoomed! Zoom into one, ten, thirty minute intervals. For example, a user has issues with connectivity mid call you can delve deeper by picking the appropriate interval and correlate events across users to see how that impacted the other participants. 

 

screenshot-20201005-eventzoom

Network Type, Service Provider, Autonomous Syste  information

Some browsers like the Google Chrome exposes networkType information, although deprecated in the main specification, it has been added to the provisional webrtc stats (these metrics are waiting for standardisation).

The networkType can report the following information:

ethernet

An ethernet connection. The last mile or last hop connection is wired and hence the the network performance is expectation to be stable. 

wifi A Wi-Fi connection. The last hop is wireless and the stability of the network performance depends on the signal strength (distance from the router) and other applications running in local network
cellular

A cellular connection (e.g., EDGE, HSPA, LTE, 4G, 3G, 2.5G, etc.), the last mile is wireless and thus the connection may be affected by handover or signal fading or intermittent interference.

bluetooth

A bluetooth connection, i.e., the connection is being tethered. The eventual connection could be wired, wifi, cellular, etc.

vpn

The connection runs over a VPN. The underlying network type is not available.

unknown

The application is unable to identify or unwilling to identify the underlying connection technology for privacy reasons. Safari and Firefox browsers are more likely to report this.

 

The network type helps determining the impact on the video or audio call. For example, we want to know if the affect is due to cross-traffic, by wireless interference, or signal fading. In wired connections, the video call is mainly affected by cross traffic from other heavy duty networking applications that run locally on the device or on the local network. These heavy duty applications are: gaming, video streaming, data backup or synchronisation, etc. Alternatively, in the wireless, the distance from the router, walls, other devices may electromagnetically interfere with the wireless connection thus affecting the signal strength and capacity of the wireless medium.

On callstats dashboard, the networkType information is shown on the ICE table, which is available to paying customers. 

screenshot-20201111-vpn-ice

Give the dashboard a whirl, we look forward to your feedback!

This feature was built by Karthik, Mihai.

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Tags: ICE, dashboard, changelog, privacy, root-cause analysis