Source note · Troubleshooting Amazon Connect softphone and CCP audio
Contact record QualityMetrics give Agent and Customer audio a QualityScore from 1.00 (poor) to 5.00 (high) and a PotentialQualityIssues list whose values are HighPacketLoss, HighRoundTripTime and HighJitterBuffer; an empty list means no issue was detected.
Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- Contact record QualityMetrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Troubleshoot audio quality issues by using QualityMetrics in the contact record — Amazon Web Services · tier 2 current vendor documentation · Sections 'Where to find QualityMetrics' and 'Use QualityMetrics'
Cite this note
APA
WarmTransfer. (2026, October 2). Troubleshooting Amazon Connect softphone and CCP audio: source note amazon-connect-ccp-audio-troubleshooting-qm-score-range. WarmTransfer. https://warmtransfer.net/knowledge/claims/amazon-connect-ccp-audio-troubleshooting-qm-score-range
BibTeX
@misc{warmtransfer-claim-amazon-connect-ccp-audio-troubleshooting-qm-score-range,
title = {Troubleshooting Amazon Connect softphone and CCP audio: source note amazon-connect-ccp-audio-troubleshooting-qm-score-range},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/amazon-connect-ccp-audio-troubleshooting-qm-score-range},
note = {Source note amazon-connect-ccp-audio-troubleshooting-qm-score-range, checked 2026-10-02}
}