Voice Insights now tags HD audio calls

Voice Insights now tags calls as HD Audio when they connect with the AMR-WB or Opus codec.

Use the tag to confirm your endpoints negotiated what you configured, and to correlate HD usage with transcription accuracy, AI agent performance, and customer satisfaction.

Calls that carry HD audio are tagged as Downsampled when the longest portion of the call connects to a component or another endpoint that does not support HD. Twilio converts the audio to narrowband to keep the call connected.

Both tags appear in the Call Summary in Console, in the Voice Insights REST API, and through Event Streams. You can also filter the Call Insights dashboard by either one.

Learn more in our Call Summary documentation.