Sanas Reports and Usage Metrics Troubleshooting Guide
Sanas reports may not align with supervisors' observations during live calls due to various factors. Common reasons include agent-side behavior, improper microphone technique, or inconsistent speaking patterns. It is important to recognize that the discrepancy is often not a fault of the report, but related to how the agent's audio is captured or processed during calls.
To address this, supervisors are encouraged to conduct live-call listening sessions with affected agents. By comparing live observations to reported metrics, they can identify whether the issue stems from inaccurate reporting or indicates a coaching opportunity.
Checking Report Accuracy
When faced with incorrect report numbers, the first step is to review the metric definitions in the Sanas Portal. Understanding the distinctions between Logged-In Duration, Enabled Duration, and Engaged Duration is crucial.
Subsequently, verify if the agent is utilizing the correct Sanas microphone within the softphone or browser and ensure the Sanas App is operational. Adhering to microphone and speaking best practices is also essential.
Engagement Metrics Explained
Agents might be labeled as Not Engaged even while on calls if their softphone or browser does not employ a Sanas microphone. To detect Sanas engagement, the softphone should use the following configurations:
Windows
Input - Sanas Audio
Output - Sanas Audio
macOS
Input - Sanas Microphone
Output - Sanas Speaker
Note
After making these changes, agents should restart their softphone or refresh their browser tab for the modifications to take effect.
Understanding Engaged and Enabled Duration
Engaged Duration may fall below expectations if agents close the Sanas App during calls, disable Sanas, or employ a non-Sanas microphone.
It is advisable for agents to minimize the app instead of terminating it during or between calls.
Similarly, Enabled Duration may appear low if agents deactivate Sanas controls or fail to keep Sanas active throughout the call duration.
Improving Engagement Metrics
To enhance engagement metrics, agents should maintain the Sanas App active throughout their calls. Additionally, they need to utilize the Sanas microphone within their softphone and avoid closing the app mid-shift.
Note
Proper headset microphone positioning and a consistent, natural speaking pace are also vital for effective audio processing.
Impact of Microphone Positioning and Speaking Style
Poor microphone placement can lead to inconsistent audio capture, thereby affecting measurement and quality observations in reports.
Agents should angle the boom microphone correctly, positioning it two fingers away from the mouth's corner.
Furthermore, speaking style can significantly influence Sanas usage and report metrics.
Agents should maintain a natural pace, articulate clearly, and avoid pauses within sentences to ensure accurate audio processing.
Supervisor Actions for Discrepancies
When discrepancies arise between reports and live-call observations, supervisors should conduct listening sessions with the concerned agents.
Comparing live call discussions with metrics from the Sanas Portal can illuminate whether the issue originates from audio routing, agent habits, microphone technique, or configuration problems.
Handling Low Usage Percentages
Usage percentages may be low due to various factors such as agents closing the Sanas App, disabling Sanas, or using incorrect microphones.
It is crucial to evaluate the agent's audio routingandapp behavior before concluding that the report is incorrect.
Admin Controls and Support
Admins can prevent agents from altering Sanas settings using the Lock Configuration feature within the Sanas Portal. This action ensures consistent product configuration across teams, reducing usage gaps from manual changes.
To identify whether Sanas has been disabled, admins should consult the admin activity log in the Sanas Portal. Disabled settings are logged, which can illuminate usage patterns.
In instances where agents find the Sanas app slow, it is vital to resolve performance issues before closing the app.
Note
Factors such as high CPU usage may necessitate troubleshooting workflows to stabilize the application.
Coaching Issues vs. Technical Issues
When reports indicate accuracy but agent behaviors result in low engagement, it should be approached as a coaching issue. Address common areas for improvement including microphone positioning and consistent audio practices.
For persistent reporting discrepancies, contact Sanas Support.
Note
Before submitting a support ticket, collect relevant details, such as affected users, timeframes, group names, observations made by supervisors, and relevant screenshots or exports from the Sanas Portal.
FAQs
Why do Sanas reports not match what supervisors observe on live calls?
Discrepancies usually occur due to agent-side behavior, microphone technique, or inconsistent speaking patterns. The issue is often related to how the agent's audio is captured or processed during calls.
What should I check first when the report numbers look incorrect?
Start by reviewing the metric definitions in the Sanas Portal and ensure the agent is using the correct Sanas microphone, with the Sanas App running and following proper microphone best practices.
How can admins prevent agents from changing Sanas settings?
Admins can use the Lock Configuration feature in the Sanas Portal to enforce consistent product configuration across teams and prevent agents from overriding selected settings.
Support
Need help? Get in touch with our Support Team for assistance.