Agent did not speak
# supports
Shivam Sharma
11/12/2024, 12:53 PMGuys, it happens only when the call starts and agent takes a lot of time to begin soeaking in the beginning only. Rest of the conversations go fine.
Here the user disconnected the call as the agent did not speak. We have other cases as well.
Call ID: 1cb6eb97-7650-4d24-82e4-43b324da3dfb
v
Vapi
11/12/2024, 12:55 PMmessage has been deleted
Vapi
11/12/2024, 12:56 PM@Shivam Sharma
I understand that the issue is occurring at the start of the call when there is a delay from the agent in beginning the conversation. This can lead to users disconnecting the call due to the initial silence. To address this, we might need to look into optimizing the connection time or providing an immediate audio cue to the user to indicate that the call is connected and the agent will be with them shortly.
For the specific call with ID 1cb6eb97-7650-4d24-82e4-43b324da3dfb, I would recommend reviewing the call logs to identify the cause of the delay. If this is a recurring issue, we may need to implement a more systematic solution.
If you need further assistance with this matter or if you would like us to take a closer look at the call logs and system behavior, please let us know. We're here to help ensure a smooth experience for both agents and users.
Vapi
11/12/2024, 12:56 PMYou can continue this conversation by mentioning me in the message.
s
Shubham Bajaj
11/13/2024, 11:06 AMHey @Shivam Sharma can you try with voicemail settings shared with you, remove
humans
Shivam Sharma
11/13/2024, 5:04 PM@Shubham Bajaj About the prompt size, currently we have a big prompt to handle multiple scenarios and have to provide a lot of information for the call which is more than 2500. Is there a way to increase the prompt size limit and respond quickly in the beginning or is there any other way?
s
Shubham Bajaj
11/14/2024, 1:26 PMUse Squads, and there is not imposed limit on prompt size but this number is best to get results.
Shubham Bajaj
11/14/2024, 1:27 PMRegarding first message response most likely it might be a single word for which you have to play with endpointing rule accoridng to nature of your calls.
s
Shivam Sharma
11/14/2024, 1:51 PMSo, I asked to say "Just give me a sec..." in the first message mode and then the agent did not continue after saying that and also the voice sounded different. @Shubham Bajaj
Shivam Sharma
11/14/2024, 1:52 PM486f57b9-8aed-4f13-9c32-746dd4c3d837
Shivam Sharma
11/14/2024, 5:09 PMIs there anyone else who can help?
s
Shubham Bajaj
11/15/2024, 2:13 PMHey @Shivam Sharma if you look at th call id, it clearly show s the customer has ended the call if this not the case do let me know the steps to reproduce so i can share it with team.
s
Shivam Sharma
11/15/2024, 2:40 PMBasically, what I meant is when the agent said, "Just give me a sec...", the agent did not start with the call himself after that. He waited for the other person to say something. But now I'm asking it to say "Am i Audible?" and then person replies which resolved my issue.
Shivam Sharma
11/18/2024, 7:02 PMWe can close this
3 Views