Voice AI Desktop (VAD) usage
Voice AI Desktop® (VAD) captures the audio streams from a customer conversation with the CSR. The Interaction Portal detects computer telephony integration (CTI) events, such as call connection or disconnection, and instructs Voice AI Desktop to start and stop the audio capture. If the VAD features do not perform as expected, identifying the root cause can be challenging. Pega Customer Service™ includes enhanced telemetry and operational reporting to help administrators and support teams monitor VAD behavior, diagnose connectivity issues, and resolve problems quickly.
How event tracking works
When a call begins, Pega Customer Service sends a call-start payload to Voice AI Desktop. Voice AI Desktop returns a confirmation event indicating whether the connection was successfully established. This bidirectional exchange replaces the previous one-way model, in which no acknowledgment was received from VAD.
The system captures the following operational events:
- Call start: Records whether VAD acknowledged the call-start request.
- Hold and resume: Tracks call control actions.
- Audio device changes: Records both the previously connected device and the newly selected device. The ability to track audio device changes during active interactions helps identify issues caused by headset changes, device switching, and incorrect audio routing.
- Warning events: Captures configuration and usage warnings, including concurrent operator usage.
- Connectivity issues: Logs run-time connectivity failures.
- Unexpected closures: Identifies VAD application crashes or unexpected shutdowns.
The ability to track audio device changes during active interactions helps identify issues caused by headset changes, device switching, and incorrect audio routing.
Data storage
Two dedicated tables in the pegadata schema store VAD telemetry:
| Table | Contents |
|---|---|
|
pr_data_vad_information |
Call activity, audio device information, user details, and version information |
|
pr_data_vad_information_error |
Errors, diagnostic information, and warning events |
Separating usage data from error data simplifies reporting and analysis.
Accessing VAD reports
To access VAD reports, in the navigation pane of the Interaction Portal, click Explore Data and then expand the Pega Voice AI Desktop Logging category.
The following reports show information related to the VAD:
Voice AI Desktop Usage report: This report showss operational usage information, including:
- Voice AI Desktop version
- Operator information
- Interaction IDs
- Audio device activity
- Usage trends
Missing Call Start Events report: This report identifies interactions where Pega Customer Service sent a call-start request but Voice AI Desktop did not respond. This report is especially useful for diagnosing situations where:
- Voice AI Desktop is not running
- Voice AI Desktop is unavailable or unable to establish connectivity
Missing call-start events commonly explain the absence of interaction summaries and other VAD-driven post-call features.
Error and Warning report: This report captures errors and warnings, including:
- Connectivity interruptions
- Runtime warnings
- Operational errors
The report accelerates root-cause identification by categorizing issues rather than requiring manual log analysis.
Detailed Diagnostic report: This report shows interaction-level detail, including:
- Interaction ID and call ID
- Input and output audio devices
- Event logs
- Diagnostic messages
VAD Insights dashboard
The Voice AI Desktop Insights dashboard provides visual analytics to identify adoption trends and configuration issues:
- VAD Version Usage: A bar chart that shows the distribution of VAD versions across the user base, helping identify operators running outdated versions.
- Errors by Category: A pie chart that categorizes issues into audio issues, connection errors, and application crashes.
- Summary metrics: Shows high-level counters for total users, total interactions, and total errors.
Run-time monitoring examples
The following examples show how VAD reporting features enable runtime monitoring.
Scenario: Voice AI Desktop is not running
- Pega Customer Service sends a call-start payload.
- No confirmation event is received from Voice AI Desktop.
- The Missing Call Start Events report identifies the interaction as lacking a call-start response.
- Support teams can immediately determine that Voice AI Desktop was not running or failed to connect.
Scenario: Concurrent operator usage
When multiple users attempt to use the same operator configuration simultaneously, the system captures and records warning events. Support teams can use these records to identify configuration and usage problems quickly.
Data management and retention
High-volume contact centers can generate thousands of calls daily. To manage database growth, the solution includes automated data purging.
- Job scheduler: pzPurgeVADTelemetryData runs on a default weekly schedule to remove old records from both the usage and error tables.
- Retention period: Controlled by the VADTelemetryRetentionPeriod dynamic system setting (DSS), which defaults to 30 days. Organizations can configure this value to align with their operational and compliance requirements.
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