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Importance of Collecting Pertinent data for call monitoring

By callstats on June 1, 2021
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It’s been 3 years since we discussed the data collection hierarchy at callstats. We thought it would be nice to discuss this more holistically. This article makes recommendations on which callstats.io APIs you should be incorporating in your app. This is to make sure that you are making the most out of the data and are using our APIs more effectively! 

At callstats we believe that the data in app can be collected and consumed in real-time through the various stages -- before the call, during the call, and after the call.

Before the call:

Test the network at regular intervals while the enduser is not making or receiving calls, or in the worst case, just before the call is placed. The data is available in real-time before the enduser, via our smart connectivity test suite. This includes the pre-call test API, and the forthcoming pre-call test notifications.

During the call:

Receive the metrics, insights in real-time at the enduser’s endpoint, via our callback APIs or callstats ‘onHandlers’. Or visualize the metrics on the dashboard in real-time, for example, debug Firewall, VPN, and networking issues, and call set up issues. You can also use the homepage as a wallboard, to quickly spot a change in trends in real-time.

After the call:

  • Notified in real-time when a particular issue happens at the end of the call. A forthcoming update will allow you to get notifications during a call.
  • Notified when a group of calls fail, this is activated by setting a threshold for a particular metric. 
  • Automatically Notified when an anomaly or trend is detected in a group of calls, without the need of explicitly specifying any threshold or metric. Read more about callstats' instantaneous answers.

Post-Analysis:

When you get an escalation from Network Operations, customer support, product management, you look at the dashboard. The dashboard is structured to help with various workflows. For example debug a call by troubleshooting and correlating issues in a call (timeline of events or raw graphs). Lastly, you can also slice or dice (filtering) the summary data the way you see fit or search the summary data based on customer queries. 

 

In Part 3: we will be discussing which exact APIs are applicable.