O1 · QUALITY
Materially reduce bad calls and resolve field issues using data.
62%
2 KRs · 65.5/105 tix
Bad-call reduction
KR1.1Reduce bad call rate ↗
Drive overall bad-call rate down by 5% by end of Q2 — primary lever is P2P SDK 2.1 rollout (A/B → production)
Baseline:
xx.xx% · Target: baseline − 5% · Depends on: P2P SDK 2.1 GA🟢 On Track
87%29.5/34
Field issues — data-driven RCA
KR1.2Resolve field issues using data ↗
Resolve 5 issues reported from the field using data (Grafana / Lighthouse / Briefings) — all gated by v4 SDK 4.10 greyscale
5 issues in flight:
- Not-ring rate spike · 2026-05-22 — PB ↗
- Mid-call audio freeze + long connecting-fail · 2026-05-17 — PB ↗
- In-call echo · 2026-05-13 — PB ↗
- VPN user bad calls (root-cause) · 2026-03-02 — PB ↗
- Call-travelling / Server & line — PB ↗
Status: all in-progress; conclusions pending v4 SDK 4.10 greyscale results
🟡 In Progress · gated by v4.10 grey
51%36/71
O2 · NETWORK
Optimize regional network paths — PH & IN dedicated lines.
68%
1 KR · 7.5/11 tix
Dedicated lines
KR2.1PH & IN dedicated line optimization ↗
Continue Philippines (PH) and India (IN) dedicated line optimization — Phase A/B testing + production rollout where validated
PH:
Phase 1 A/B in progress · IN: 4th line repair underway🟢 On Track
68%7.5/11
O3 · INNOVATION
Evaluate 3rd-party SDKs (Zoom, Microsoft) for next-gen call quality.
64%
1 KR · 16/25 tix
3rd-party SDK POCs
KR3.1Run 2 POCs with Zoom & Microsoft ↗
Complete 2 proof-of-concept evaluations with Zoom and Microsoft SDKs
1 / 2 — Zoom POC in production validation · MS POC paused (budget)
🟡 At Risk · MS POC blocked on budget
64%16/25