Support & information center

qualityRTC best practices

qualityRTC is a tool that enables your support teams to assist their end users in troubleshooting, analyzing, and resolving the issues occurring in their network when they use WebRTC-based applications. 

qualityRTC enables you to understand your user’s networks and perform customized tests within minutes. This tool conducts a set of configurable tests that are targeted at gaining information about your users’ networks. The following are a few best practices you should consider when introducing qualityRTC into your workflow that can improve your efficiency and assist you in solving users’ issues.

A user complaining about connectivity or stability issues

This is the most important scenario for using qualityRTC. When users complain that they can’t connect to a meeting or a call, or when the voice or video quality of the call is unsatisfactory, performing a qualityRTC test is a great way to try and figure out the issues. These issues may occur because of the following:

  • Network instability
  • A user switching devices in the middle of the call
  • Bandwidth issues
  • Validating a new network environment

Running a qualityRTC test enables you to check the status of the connected devices and troubleshoot the exact issue with the different hardware peripherals.

qualityRTC enables you to generate and send a link to such new users so you can check their network before they run your service. 

Onboarding a new customer

Operate B2B2C or similar services, like a cloud call center service provided to other businesses, telehealth service provided to hospitals, or similar approaches. This scenario will be highly relevant to you.

When validating that a new user’s location, office, network, or even VPN configuration works with your service, you can simply send the qualityRTC test link and ask the users there to run it.

The results you will get will be immediate, insightful, and actionable.

Adding a ‘Pre-call Test’ step to your application

This is useful to evaluate a user’s ability to handle calls prior to them joining a call. This can be included as part of the application flow using the deep integration mechanisms available in qualityRTC. In this case, the application can conduct a pre-call test using qualityRTC before making a call.

This approach can be used when:

  • A user first uses your service.
  • A user starts working from a new location or a new device.
  • Before each call, depending on its importance.

Placing a test link in the knowledge base allows end users to self-serve and run the test themselves when needed. This is useful when users are searching for solutions in your knowledge base. Having that information there can deflect support tickets to a self-service route.

If a user cannot join a call, the application can present a qualityRTC test link that directs the user to the qualityRTC test. 

This is a great way to offer a quick troubleshooting mechanism to the end users without having them open support tickets.

👉 When adding such a link, you can pre-populate some entry fields with data, such as the user’s identity and the reason for running the test. This can be part of the link itself. See URL parameters for more information,

Placing a test link in the settings section of your application allows end users to self-serve and perform the troubleshooting themselves. Having that option there can deflect support tickets to a self-service route.

👉 When adding such a link, you can pre-populate some entry fields with data, such as the user’s identity and the reason for running the test. This can be part of the link itself. See URL parameters for more information,

Automatically open support tickets.

At times, it makes sense to open a support ticket based on a test result automatically.

This can be achieved in two different ways:

  1. Catching the webhook of test results and then filtering the ones you need to create tickets for automatically.
  2. Forward test results based on their severity to your ticketing system’s email address.

By doing that, you can capture and log the important failed results in your ticketing system, which works well if that’s how your support helpdesk works with such issues.

There are ways to improve on such integrations with qualityRTC as well:

  • We can add a button at the end of the test once the results are visible, which gives the end user a choice of whether or not to open a support ticket directly with the test results.
  • The emails can include the results as a PDF attachment.

If you need any of these configuration changes in your account, please contact our support team.

Sending Invites

The Invite mechanism enables the IT support admins to generate unique invitations to conduct network tests that are preconfigured for the users. The admin can limit the number of tests, preventing the end users from exploiting the tests and generating huge bills. The qualityRTC invites are a good way of providing unique links to users or groups and collecting the results in a central place.

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