INS 6.4 Investigate a voice-quality issue

1. On Santé vocale, identify the affected category and its call count.
2. Open the Appel page and narrow the period to the incident window.
3. Open the affected calls and review Signal Quality Flags, Equipment & environment and the audio itself.
4. Compare several calls for the same agent before you attribute the cause.
5. Record the call IDs, the timestamps, the detected flags and what you actually heard.

Compare across calls, agents and hours before you conclude. One agent, many calls, same fault means their device or their room. Many agents, same hour, same fault means the line or the network. One agent, one call means nothing yet.

Take your own audio observation as the finding. The flags tell you where to listen. What you heard is the evidence, and it is what a carrier or a hardware supplier will ask for.