Troubleshooting Call Issues

​

Could Not Connect

• Invalid or incorrect phone number format
• Network connectivity issues
• Telephony provider problems
• Customer’s phone is off or unreachable
• Number is blocked or invalid

• Verify phone number format (include country code)
• Check telephony integration status in Integrations section
• Retry during different times of day
• Contact telephony provider for trunk status
• Validate number before calling

​

Short Duration Calls (< 10 seconds)

• Customer hung up immediately
• Poor audio quality
• Agent didn’t respond quickly enough
• Wrong number dialed
• Greeting message unclear

• Improve greeting message clarity
• Reduce initial response time (adjust Agent Responsiveness)
• Verify target audience and phone list quality
• Test audio quality with sample calls
• Consider greeting type (Prompt vs Listen)

​

Long Duration Calls (> 10 minutes)

• Agent unable to resolve customer issue
• Circular conversation loops
• Missing information in knowledge base
• Complex customer inquiry beyond agent capability
• No clear exit strategy

• Add relevant content to knowledge base
• Improve system prompt with clearer instructions
• Enable human transfer option for complex cases
• Add timeout mechanisms (Max Duration setting)
• Define clear end-of-call criteria in prompt

​

Incomplete Conversations

• Customer lost interest
• Agent responses not relevant
• Technical issues during call
• Customer got what they needed early

• Review transcripts to identify drop-off points
• Improve conversation flow in system prompt
• Add engagement techniques
• Ensure agent addresses customer needs directly