Agent Audio Drop Out - Latency Issues

Question

Hi all,

Looking to see if anyone has experience similar issues to my company, in terms of issues seen.

What we've experienced is some large spikes in the volume of agents affected by audio drop outs.  To be specific, these are calls where the interaction starts fine and then, after a period of time, the agent audio drops out.  They cannot be hear by the caller.  The recordings demonstrate this happening.  Listening back, we can hear the call side fine for the duration but agent audio drops out completely (doesn't recover).  There is no warning prior to it happening, no distorted audio etc.  
Investigations of CCP logs show latency spikes, pointing to network concerns.  At the same time as spikes happen, we don't notice any significant impact with other software which should/could suffer during a period of network concerns (ie, Teams, Zoom, CRM systems, other web based applications) and no notable issues 'in flow'.  
The spikes seem to last 1 day and are largely fine the next working day.
Has anyone else experiences issues such as this? Was there an underlying, preventable, reason found if so?

Answer

I recommend you open a support ticket, and dive deep into the setup. Audio quality degradation means your UDP traffic is getting slowed down, you cannot compare results with other web applications from this perspective. If you are an enterprise customers and have a TAM working with you, they will want to perform an architectural review of your deployment. Things like what region is your instance in, where are the agents are located, where are customers calling from, are agents using VPN or straight internet, are they using a VDI deployment, and which; do they all respect computer requirements, are the phone numbers are ported in Amazon Connect, or calls are forwarded to (therefore introducing multiple hops)? All these are potential factors that may impact the audio quality. An in depth analysis using the data you are seeing in the network will help identify the root cause.

Agent Audio Drop Out - Latency Issues

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