AWS connect documentation change
Summary
Improved grammar and clarity in troubleshooting guide for call disconnects. Rephrased sentences for better readability, updated scenario descriptions, and clarified technical explanations.
Security assessment
Changes are editorial improvements focusing on language clarity and readability. No security vulnerabilities, exploits, or security-specific features are mentioned. Updates describe general troubleshooting of network/hardware issues without security implications.
Diff
diff --git a/connect/latest/adminguide/troubleshoot-call-disconnects.md b/connect/latest/adminguide/troubleshoot-call-disconnects.md index 042466b4d..741513cd2 100644 --- a//connect/latest/adminguide/troubleshoot-call-disconnects.md +++ b//connect/latest/adminguide/troubleshoot-call-disconnects.md @@ -11,2 +10,0 @@ Step 1: Observe the issueStep 2: Analyze the impactStep 3: Gather informationSte -This topic explains how to use the Connect Customer [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) in the contact record to troubleshoot call disconnect issues. - @@ -17 +15 @@ This topic explains how to use the Connect Customer [DisconnectDetails](./ctr-da - * Observation: If the customer cannot hear the agent, generally, leading to the customer disconnecting the call. + * Observation: If the customer cannot hear the agent, the customer generally disconnects the call. @@ -19 +17 @@ This topic explains how to use the Connect Customer [DisconnectDetails](./ctr-da - * Potential causes: This can be caused by a combination of network/hardware configurations. + * Potential causes: A combination of network and hardware configurations can cause this issue. @@ -25 +23 @@ This topic explains how to use the Connect Customer [DisconnectDetails](./ctr-da - * Potential causes: This can be caused by network connectivity issues. + * Potential causes: Network connectivity issues. @@ -32 +30 @@ This topic explains how to use the Connect Customer [DisconnectDetails](./ctr-da -Use the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) data together with other fields on the contact record such as [agent hierarchies](./ctr-data-model.html#ctr-AgentHierarchyGroups) and [device info](./ctr-data-model.html#ctr-deviceinfo) to identify which users are affected and to spot any trends. Using this information, answer the following questions to understand overall impact: +Use the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) data together with other contact record fields, such as [agent hierarchies](./ctr-data-model.html#ctr-AgentHierarchyGroups) and [device info](./ctr-data-model.html#ctr-deviceinfo). This helps you identify which users are affected and spot trends. To understand the overall impact, answer the following questions: @@ -36 +34 @@ Use the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) data to - * Scenario 1: If only a single agent seems to be facing the problem, it could be related to agent workstation/hardware/system/network configuration of the agent. + * Scenario 1: If only a single agent seems to be facing the problem, it might be related to agent workstation, hardware, system, or network configuration of the agent. @@ -38 +36 @@ Use the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) data to - * Scenario 2: If multiple agents in the same hierarchy <(ex: same geographical location, or office) audio quality issues, this could be a result of a local network issue (modem/ISP/Router/LAN connections) or recent software upgrades to these agent workstations. + * Scenario 2: If multiple agents in the same hierarchy (for example, same geographical location, or office) experience audio quality issues, this might be the result of a local network issue (modem, internet service provider (ISP), router, or local area network (LAN) connections) or recent software upgrades to these agent workstations. @@ -40 +38 @@ Use the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) data to - * Scenario 3: Multiple agents (working remote and/or at office location) may be facing the issue. Check the browser/system configurations for any updates along with any network changes that may have occurred at the organizational level. + * Scenario 3: Multiple agents (working remotely or at office location) might experience this issue. Check the browser or system configurations for any updates along with any network changes that might have occurred at the organizational level. @@ -61 +59 @@ To troubleshoot call disconnect issues, start by collecting the following inform - * The following additional resources will also help you identify the source of the issue: + * The following additional resources can also help you identify the source of the issue: @@ -71 +69 @@ To troubleshoot call disconnect issues, start by collecting the following inform - * [Endpoint Test Utility ](./check-connectivity-tool.html) results: This browser based tool helps you validate agent workstation settings in a JSON format. + * [Endpoint Test Utility ](./check-connectivity-tool.html) results: This browser-based tool helps you validate agent workstation settings in a JSON format. @@ -78 +76 @@ To troubleshoot call disconnect issues, start by collecting the following inform -When you're viewing the contact record for the affected contact, go to the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) section. It provides insights into a call getting disconnected ungracefully due to potential media connection or device issues. +When you're viewing the contact record for the affected contact, go to the [DisconnectDetails](./ctr-data-model.html#ctr-disconnectdetails) section. It provides insights into calls that disconnect unexpectedly because of potential media connection or device issues. @@ -80 +78 @@ When you're viewing the contact record for the affected contact, go to the [Disc -For calls with `PotentialDisconnectIssue`, the field will be populated with the detected reason of `AGENT_CONNECTIVITY_ISSUE` or `AGENT_DEVICE_ISSUE`. +For calls with `PotentialDisconnectIssue`, Connect Customer populates the field with the detected reason of `AGENT_CONNECTIVITY_ISSUE` or `AGENT_DEVICE_ISSUE`. @@ -82 +80 @@ For calls with `PotentialDisconnectIssue`, the field will be populated with the - * `AGENT_CONNECTIVITY_ISSUE`: This suggests that there is an issue with the network connectivity between agent workstation and Connect Customer. It is causing the call to disconnect. For additional troubleshooting steps, see [Troubleshoot your network](./network-ts.html). + * `AGENT_CONNECTIVITY_ISSUE`: A network connectivity issue between the agent workstation and Connect Customer is causing the call to disconnect. For additional troubleshooting steps, see [Troubleshoot your network](./network-ts.html). @@ -84 +82 @@ For calls with `PotentialDisconnectIssue`, the field will be populated with the - * `AGENT_DEVICE_ISSUE`: This suggests that there is an issue with the agent's workstation or headset hampering two-way communication resulting in one of the parties to hang up. For additional troubleshooting steps, see [Troubleshoot an agent's workstation](./agent-ts.html). + * `AGENT_DEVICE_ISSUE`: A workstation or headset issue is preventing two-way audio, causing one party to disconnect. For additional troubleshooting steps, see [Troubleshoot an agent's workstation](./agent-ts.html).