Choppy Call Issue on v1.0 Agents Resolved - Update Inside!

Hello everyone! Just a heads-up - the issue causing "choppy" calls on v1.0 agents has now been resolved! ✅ If you continue to experience any issues, please don’t hesitate to reach out. We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding! 🙏

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14 comments

Tony K
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do you mind sharing what the issue was? I'm genuinely curious
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Dan
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Maksym Protsenko same here, what was the issue?
Maksym Protsenko
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Tony K Dan Hi there! I'm not an engineer, I'm a customer support agent, but in my understanding - we had some problems with our servers. The servers were overloaded all the time due to some users running "Batch Jobs" including thousands of calls, and this is why there was an issue with "choppy" calls. We had to add a limit on a maximum amount of active batch jobs per team, and we increased our servers' characteristics by giving them more memory (RAM), and increasing the number of active CPUs, and we made a few more technical changes to ensure the quality of calls. I hope this helps!
Tony K
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Ok thanks. Are you able to let us know how many concurrent calls we can have?
DuPont Octavius
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Hi Maksym Protsenko I am still having the same issue with choppy audio. This exist for EVERY call that I've taken with my agent. These are from 4 days ago. This issue is not yet fixed.
Maksym Protsenko
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Hey DuPont Octavius , I just listened to the 3 recordings that you shared with me and I’m unable to detect the choppiness audio issue. Does the agent sound different on your side or perhaps you mean something else by saying “choppy calls”? Feel free to share any additional context. Thanks!
DuPont Octavius
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The very beginning of each message "thank you for calling" is what I imagine to be considering as "choppy" I'm realizing as I select each audio clip here on slack that it doesn't start from the beginning of the call. It might take downloading the file and playing it back to hear how each call begins.
Maksym Protsenko
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Could you please share the call URLs on Thoughtly instead of audio files?
DuPont Octavius
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https://cdn.thoughtly.com/production-1743815108468.mp3 Maksym Protsenko
DuPont Octavius
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https://cdn.thoughtly.com/production-1743814974846.mp3
DuPont Octavius
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https://cdn.thoughtly.com/production-1743812598571.mp3
DuPont Octavius
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I'm not sure how many are needed but I have roughly 8-10 of them.
DuPont Octavius
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Please let me know if anything else is needed. Appreciate the help Maksym Protsenko
DuPont Octavius
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Hey Maksym Protsenko I see that you are active handling questions within the platform but am noticing that as a result, request eventually just "fall into the abyss". Did you have a chance to review this? Did you have any insight to add?
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