Call quality issues are some of the most difficult problems to troubleshoot in contact centers. To avoid voice quality issues and complex troubleshooting procedures, you must optimize your agents’ work environment and workstation settings. This pattern describes voice quality optimization techniques for agent workstations in Amazon Connect contact centers. It provides recommendations in the following areas:
Work environment adjustments. Agents’ surroundings don’t affect how voice is transmitted over the network, but they do have an effect on call quality.
Agent workstation settings. Hardware and network configurations for contact center workstations have significant effects on call quality.
Browser settings. Agents use a web browser to access the Amazon Connect Contact Control Panel (CCP) website and communicate with customers, so browser settings can affect call quality.
