Overview
As an admin, you have visibility into your agents' connection health directly from the dashboard. This allows you to proactively identify agents who may be experiencing call quality issues before they escalate.
You can also direct agents to use the Troubleshooting Tab on their own to diagnose and resolve issues.
Monitoring Agent Connections from the Dashboard
From the admin dashboard, you can see each agent's real-time connection status at a glance. The agent list displays:
Column | What It Shows |
Agent Name | The agent currently logged into the dialer |
Connection Status | Connection quality indicator (e.g., Good) with RTT in milliseconds |
Status | Agent's current availability (Available, Paused, On Call, etc.) |
Status Time | How long the agent has been in their current status |
Actions | Quick actions like messaging or listening in on calls |
Hover over the connection icon next to an agent's name to see their RTT (round-trip time). A lower RTT means a healthier connection. If you see high RTT values or a poor connection indicator, direct the agent to run the steps in the Troubleshooting Tab.
What to Do When an Agent Has Issues
If you notice an agent with a poor connection or they report call quality problems:
Check their connection status on the dashboard first to confirm the issue.
Direct them to the Troubleshooting Tab — have them click the connection icon in their dialer.
Have them run a Network Test to get concrete RTT, jitter, and packet loss numbers.
If things feel glitchy, have them run Auto Repair before escalating to Support.
If issues persist, ask them to screenshot their Connection Quality panel and send it to you or Support.
📌 Share the agent-facing guide with your team so they can self-serve before reaching out to you.
Agent Troubleshooting Guide
For the full step-by-step instructions on using Connection Quality, Network Test, and Auto Repair, see the agent guide:
Using the Troubleshooting Tab — Agent Guide