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Channel Monitoring

The Channel Monitoring troubleshooting tool gives you the ability to create and run IVR and contact center voice tests to identify potential interaction issues before your customers are impacted. This is achieved by scheduling test calls to continuously monitor the health of the call processing environment.

With Channel Monitoring you can:

  • Create and run IVR and contact center voice tests
  • Schedule recurring test calls to continuously monitor the health of the call processing environment
  • Model call flows through IVR menus down to agents
  • View the overall status of recent call tests on the “at a glance” Call Summary screen
  • Generate reports on call flow test results, call quality (jitter), and other call test metrics
    • Reports available: Call Metrics, Call Stage Results, Call Results, Call Details
  • Configure Channel Monitoring thresholds for various call test parameters and error conditions
    • Whenever a configured threshold is exceeded, an alert will be displayed on the Channel Monitoring row of the Workbench Event Correlation dashboard
    • These alerts can then be correlated with alarms, configuration changes, and log events to help diagnose problems that may have occurred

The following sections will guide you on:

  • Uploading media files to be used in call flows
  • Creating call flows and scheduling call flow tests to continuously monitor the “heartbeat” of a production environment, and model call flows through IVR menus down to agents
  • Configuring alert thresholds for test call parameters
  • Generating reports on call flow test results and call quality

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This page was last modified on 30 May 2017, at 11:39.