I manage our GC+SFDC managed package, and lately my agents have been complaining about terrible audio quality and dropped calls directly inside the Salesforce CTI widget.
I was told to check the ‘Media Quality Waterfall Chart’ in the conversation details view, but I honestly have no idea how to read it. It just shows a bunch of overlapping blue and red bars with terms like ‘Jitter’ and ‘MOS’. What exactly am I looking for to prove to my network team that the Salesforce integration isn’t the problem?
The waterfall chart is fundamentally a visual representation of the WebRTC statistics gathered over the WebSocket connection.
When you see a red block in the waterfall, hover over it. If the fractionLost exceeds 5% or the jitter spikes above 30ms, you have a local network issue. The chart orders events chronologically; if you see a sudden drop in the MOS (Mean Opinion Score) right before a WebSocket reconnection event, it proves the agent’s local browser lost connection to the Edge server. It has nothing to do with the Salesforce Apex code.