Troubleshoot audio quality issues by using QualityMetrics in the contact record

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/sop-audio-qa.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS states that QualityMetrics is returned by the DescribeContact API and in Kinesis contact-record events, and is not available when viewing the contact record in the admin website nor in EventBridge events. in context
• Amazon Connect QualityMetrics carries a QualityScore from 1.00 (poor) to 5.00 (high quality) and a PotentialQualityIssues list whose values include HighPacketLoss, HighRoundTripTime and HighJitterBuffer; an empty list suggests no audio quality issue was detected. in context
• AWS lists as causes of HighRoundTripTime a low-bandwidth or constrained network, software such as VPN applications, physical distance between the agent and the instance's AWS Region, and routing audio through a virtualized desktop instead of redirecting the WebRTC session to the workstation. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Troubleshoot audio quality issues by using QualityMetrics in the contact record. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-sop-audio-qa

BibTeX

@misc{warmtransfer-aws-connect-sop-audio-qa,
  title  = {Troubleshoot audio quality issues by using QualityMetrics in the contact record},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-sop-audio-qa},
  note   = {Amazon Web Services, accessed 2026-09-30}
}