Browser call connection and quality
Understand browser-call connection messages and provide optional feedback about call success and quality.
What it is
Browser calls show connection progress, permission problems and poor-connection messages. INSIDE distinguishes a request that was accepted from a call whose media actually connected. Optional statistics and operator feedback help review call quality afterwards.
Who uses it and why
- Operators with the Video Chat role use connection messages to help visitors connect and report how a call went.
- Visitors grant device permissions and see guidance when the call cannot connect.
- Supervisors review available call history and feedback with the access their role permits.
Where to find it
Look in the call window for Waiting for Participant to connect, Reconnecting... and poor-connection guidance. If enabled, the operator survey appears after the call.
Powerfront manages the quality and tab options at Settings › General Settings › Video Chat.
How it works
Acceptance opens the call experience, but the browser still needs microphone or camera permission and a working connection. Permission refusal is handled separately from other media failures.
INSIDE checks disconnected visitors and calls that have not established. A visitor marked as disconnected for at least ten seconds can cause the call to close. Separate setup checks can close an unestablished call after forty seconds when a participant has not connected or the visitor has not granted the necessary permissions. The permission check also depends on the visitor having opened the call window.
Temporary connection messages can appear before a call ends. Use the final call message to determine whether the session has finished rather than treating every reconnecting message as a completed call.
When the operator survey is enabled, connected calls can request success and quality feedback. The quality choices include Good, OK and Poor. A call that never connects is recorded as not connected without asking the same survey questions.
Configure it
Ask Powerfront to enable Enable Video Chat Stats Log or Show Video Quality Survey to Operator as needed.
Powerfront can change Minimum Active Chat Duration (secs) between zero and 300 seconds in the editor. This controls the activity threshold used for reporting; it is not a reconnection timer. Powerfront can also configure whether video stays in the visitor's original desktop or mobile tab.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Video Chat Stats Log | Settings › General Settings › Video Chat › Operator | website | Off | Powerfront | Enables collection of browser-call network and room measurements. |
| Show Video Quality Survey to Operator | Settings › General Settings › Video Chat › Operator | website | Off | Powerfront | Requests operator feedback about completed calls; calls that never connect are recorded as not connected. |
| Minimum Active Chat Duration (secs) | Settings › General Settings › Video Chat › Operator | website | 120 seconds | Powerfront | Sets the connected duration needed to treat an otherwise inactive conversation as active, excluding hold time. |
| Keep Video on Initial Tab (Desktop) | Settings › General Settings › Video Chat › Visitor | website | Off | Powerfront | Keeps a desktop visitor's call in its initial tab when they open another website tab. |
| Keep Video on Initial Tab (Mobile) | Settings › General Settings › Video Chat › Visitor | website | Not set | Powerfront | Controls whether the mobile visitor's call remains in the initial tab when another tab opens. When unset, there is no explicit tab policy; the editor initially selects Off, and some recovery handling distinguishes an unset value from saved Off. |
Permissions
| Permission | Lets you |
|---|---|
| Video Chat | Handle permitted browser calls and respond to their operator feedback prompts. |
Limits and good to know
- The ten- and forty-second checks apply to specific connection states and run periodically. They are not a recovery-time guarantee.
- Connected duration excludes hold time when checking the minimum active duration.
- On mobile devices, opening another tab can stop camera video while audio continues.
- Network statistics are optional and do not replace operator quality feedback.
- Access to call diagnostics depends on permissions. Ask Powerfront to investigate a call when the available history does not explain the problem.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Role access controls browser calling and access to diagnostic views.
- Voice, video and live show reportsRelated
Audio and video reports include connection outcomes, call durations and quality feedback.
- Browser video and audio callsRequires
Connection monitoring and feedback relate to a browser media call.
- Browser call controls and device settingsConfigured by
Call device settings select the camera, microphone and supported speaker used for the media connection.
Used by
- Browser video and audio callsEnhances
Browser calls provide connection guidance and optional quality feedback.
- Browser call controls and device settingsRelated
Use browser call connection guidance to investigate device permission and media problems.
- Voice, video and live show reportsConfigured by
Browser-call reporting settings control the minimum active duration and optional operator quality feedback.
FAQ and troubleshooting
The visitor accepted. Why does it still say it is waiting?
The media connection has not established. Check device permission on both sides and any displayed media error.
Why did the call end with a permissions message?
The visitor did not grant the required browser access during the setup period. Have them allow the requested devices before trying again.
Does Reconnecting mean the call is over?
No. It indicates a connection interruption. Check whether the window recovers or displays an ended-call message.
Why did I not get a quality survey?
The survey is optional. Also, a call that never connects is recorded as not connected without the normal feedback prompt.
Does the minimum active duration control how long INSIDE retries?
No. It controls the activity threshold used for reporting. It does not change connection recovery time.