Within Operata, Customer Experience Risk (CX Risk) is a measure that highlights elements of a call that are likely to cause an negative impact to the end customer experience.
Risks are rated in two areas:
Technical CX Risks - Highlighting items of a technical nature, based on the devices and performance within the agents environment.
Operational CX Risks - Highlighting items of a non-technical nature, often controlled by contact center staffing or the agent themselves.
For each area, CX Risks will evaluate all high level risks (in order), followed by the medium level risks, if any risk is detected, the call with be rated based on the level of the detected risk.
Operata continually works with customers to refine and improve the CX Operational Risk Scores.
CX Technology Risks
High Level CX Technology Risks
No Media: No Media Collected (Agent data but no media)
Bad Network Average: <3.5 MOS): Network quality dropped to an average MOS score of 3.5 or below
Bad Network Min (<3.0 MOS): The worst part of the call's network quality dropped to a MOS score of 3.0 or below
CPU Peak (95%+): The agents CPU reached 95% utiliztion during any part of the call
One-way audio: No agent or customer audio for the entire call
Telecom disconnection: Disconnect reason is telecom
Old browser version (<120): The Browser used by the agent is a version of
Chromium of 120 or less.
Medium Level CX Technology Risks
Bad Network Average (<4.0): The average network quality dropped to a MOS score of 4.0 or below
Bad Network Min (<3.5): The worst part of the call's network quality dropped to a MOS score of 3.5 or below
CPU Peak (90%): The agents CPU reached 90% utiliztion during any part of the call
Wifi Connection: The agent was using a wifi or WLAN connection
Old Browser Version (<125): The Browser used by the agent is a version of
Chromium of 125 or less.
If a call does not meet any of these criteria, its CX Technical Risk score will be counted as Low.
CX Operational Risks
High Level CX Operational Risks
No Media: No Media Collected (Agent data but no media)
Long Call (60+ mins): The call lasted more than 60 minutes
High Hold/Mute: The customer was on hold/agent on mute for more than 4 minutes and more than 20% of the call
High Queue (8+ mins): The customer was waiting in the queue (not IVR) for more than 8+ minutes
One-way audio: No agent or customer audio for the entire call
Medium Level CX Operational Risks
No Media: No Media Collected (Agent data but no media)
Long Call (40+ mins): The call lasted more than 40 minutes
High Hold/Mute: The customer was on hold/agent on mute for more than 4 minutes and more than 15% of the call
High Queue (5+ mins): The customer was waiting in the queue (not IVR) for more than 5+ minutes
If a call does not meet any of these criteria, its CX Operational Risk score will be counted as Low.