Purpose and Features
Purpose:
A new development has been implemented to enhance the analysis of technical details in calls received via Click2Connect, improve customer experience, and enable quicker troubleshooting of potential technical issues. This update records key device information from the user initiating the call.
Newly Captured Information:
Device: Indicates which type of device (e.g., desktop, mobile) the user used to join the call.
Device Operating System: Shows the operating system installed on the user's device (e.g., Windows, macOS, Android, iOS).
Browser: Identifies the browser used to initiate the call (e.g., Chrome, Safari, Edge, Firefox).
This data is automatically added to the call details and can be included in reports as needed.
Benefits
Simplified Troubleshooting:
Technical issues during a call—such as audio, connectivity, or video problems—can be more easily traced to device, OS, or browser-related causes.Faster Support Response:
Support teams can access device and browser details when reviewing customer complaints, allowing for quicker and more accurate resolutions.Improved Operational Reporting:
Device and OS-level reporting helps identify user behavior patterns, enabling more targeted platform support strategies.Data-Driven Decision Making:
Knowing which devices or platforms generate more calls or encounter more issues can inform product development and testing priorities.
Setup
To view this information:
Go to: Home > Supervisor/Quality Control > Call > Call Record, select the relevant Click2Connect call, click the Three Dots menu, and open the Call Information page.
Under this section, you will find a new header titled "Click2Connect Call Details", which includes the following data:
Device
Device Operating System
Browser
We wish your operation benefits from this new release and look forward to hearing your feedback!