Call insights
When Operata detects a technical or operational abnormality on a call, it is tagged with an Insight.
Here's detail on what the Insights mean and their impact...
Insight | Condition | Impact |
callEndedOnHold | Agent ended the call while being on Hold for at least 30 seconds | Poor Customer experience |
callEndedOnMute | Agent ended the call while being on Mute for at least 30 seconds | Poor Customer experience |
callEndedOnSilence | Call ended after at least 15 seconds of agent silence | Possibly Poor Customer experience |
callEndedOnCustomerSilence | Call ended after at least 15 seconds of customer silence | Possibly Poor Customer experience |
multipleSoftphones | Agent has multiple softphone open during the call | Can cause audio quality and softphone feature issues. |
zeroInboundPackets | No inbound data received for at least 5 seconds | Audio lost for a period and can cause softphone feature issues |
poorMos | Poor network detected for more than 10 seconds | Can cause audio quality and softphone feature issues. |
zeroMos | Network unavailable for more than 10 seconds | Audio lost for a period and likely to drop the call |
Very High Agent connection time | Ringing call takes longer the 15 seconds to be connected to the agent | Indicates technical issue for auto-answer agents |
High Agent connection time | Ringing call takes longer the 10 seconds to be connected to the agent | Indicates technical issue for auto-answer agents |
Very High Jitter | More than 60ms of data network Jitter | Can cause audio quality and softphone feature issues. |
High Jitter | More than 30ms of data network Jitter | Can cause audio quality and softphone feature issues. |
Very High Packet Loss | More than 2.5% of data network Packet Loss | Can cause audio quality and softphone feature issues. |
High Packet Loss | More than 1% of data network Packet Loss | Can cause audio quality and softphone feature issues. |
Very High RTT | More than 500ms of data network Latency | Can cause audio quality and softphone feature issues. |
High RTT | More than 250ms of data network Latency | Can cause audio quality and softphone feature issues. |
Very Low MOS | Network performance score (MOS) is less than 2 | Can cause audio quality and softphone feature issues. |
Low MOS | Network performance score (MOS) is less than 3 | Can cause audio quality and softphone feature issues. |
Softphone Error | Softphone error during the agent interaction | Commonly prevents agents from answering calls. |
Technical Risk insights
Operata uses technical performance data for every call, and if an issue is detected that has the potential to cause an issue, we give it a risk score (High, Medium or Low)
These details are summarised in the home screen (Technology CX Risk (28 days)) with the details shown in the Networks Applications Equipment dashboard.
Here's detail on what the Insights mean and their impact...
Insight | Condition | Impact |
High - No Media Collected | There was no media (voice) on the call or Operata was not able to collect data on voice media for the call | Unable to establish the risk for this call |
High - Bad Network Avg (<3.5 MOS) | Network Quality score dropped below an average of 3.5 for the entire call | Can cause audio quality and softphone feature issues. |
High - Bad Network Min (<3.0 MOS) | Network Quality score dropped below an average of 3 for the entire call | Can cause audio quality and softphone feature issues. |
High - CPU Peak (95%+) | The CPU on the agents device reached 95% or more during the call | Can cause audio quality and softphone feature issues. |
High - One way audio | One or both parties were silent for the full duration of an inbound or transferred call lasting more 15 seconds | Poor Customer Experience |
High - Telecom Disconnection | The call ended due to a problem from a telecom provider | Poor Customer Experience |
High - Old Browser Version (<120) | The agents browser version was chromium 119 or less | Possible issues and no AWS support |
Medium - Bad Network Avg (<4.0 MOS) | Network Quality score dropped below an average of 4 for the entire call | Can cause audio quality and softphone feature issues. |
Medium - Bad Network Min (<3.5 MOS) | Network Quality score dropped below a minimum of 3.5 at some point during the call | Can cause audio quality and softphone feature issues. |
Medium - CPU Peak (90%+) | The CPU on the agents device reached 90% or more during the call | Can cause audio quality and softphone feature issues. |
Medium - Wifi Connection | The agent is using a wifi data network connection. | Generally more network issues when using WiFi |
Medium - Old Browser Version (<125) | The agents browser version was chromium 124 or less | Possible issues and no AWS support |
Medium - Multiple softphones |
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High - Internal mic |
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High - More than one Mic |
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High - Voice via Remote Desk-top |
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Medium - Audio Processing Software |
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Medium - MissedCall |
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Medium - Repeat call |
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Medium - Low Sentiment <-1 for the duration |
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High - Low Customer Sentiment <-3 for the duration |
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High - Very Customer Poor Sentiment change -3 or more |
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High - Very Customer Poor Sentiment change -1 or more |
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High - Low Agent Sentiment <-3 for the duration |
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Operational Risk insights
Operata uses operational data for every call, and if an issue is detected that has the potential to cause a poor customer experience, we give it a risk score (High, Medium or Low)
These details are summarised in the home screen (Operational CX Risk (28 days)) with the details shown in the Agent Interactions dashboard.
Here's detail on what the Insights mean and their impact...
Insight | Condition | Impact |
High - No Media Collected. | There was no media (voice) on the call or Operata was not able to collect data on voice media for the call | Agent possibly using Phone mode. |
High - Short Call (<15 Secs) | The duration the agent was collected to the customer for an Inbound or Transferred call was less than 15 seconds | Poor Customer Experience |
High - Long Call (60+ mins) | The duration that the agent was connected to the customer was more than 60 minutes | Poor Customer Experience |
High - High Hold/Mute | The customer was placed on hold or the agent was muted for more than 20% of the call (minimum of 4 minutes of hold/mute used) | Poor Customer Experience |
High - High Queue (8+ min) | The customer spent more than 8 minutes in IVR and Queue prior to speaking with the agent | Poor Customer Experience |
High - One way audio | One or both parties were silent for the duration of the call | Poor Customer Experience |
Medium - Short Call (<30 Secs) | The duration the agent was collected to the customer for an Inbound or Transferred call was less than 30 seconds | Poor Customer Experience |
Medium - Long Call (40+ mins) | The duration that the agent was connected to the customer was more than 40 minutes | Poor Customer Experience |
Medium - High Hold/Mute | The customer was placed on hold or the agent was muted for more than 15% of the call (minimum of 3 minutes of hold/mute used) | Poor Customer Experience |
Medium - High Queue (5+ min) | The customer spent more than 5 minutes in IVR and Queue prior to speaking with the agent | Poor Customer Experience |
High - Call ended on Hold |
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High - Call ended on Mute |
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Medium - Multiple softphones |
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Agent Notification insights
Operata can be configured to alert the agent under certain call conditions, with details on what they could be alerted (Events) and are alerted (Alerts) shown in the Agent Interactions dashboard (the Agent Alerts tab).
If enabled (contact Operata to do this) this is what they mean..
Insight | Condition | Impact |
Internal_microphone | Agent has used an internal microphone (not a headset) | Poor audio quality to the customer |
call_ended_by_agent_on_hold | Agent ended the call while being on Hold for at least 30 seconds | Poor Customer experience |
call_ended_by_customer_on_hold | Customer ended the call while being on Hold for at least 30 seconds | Poor Customer experience |
call_disconnected_agent_network | Customer ended the call within 30 seconds of a network issue (> 5 seconds of packet loss) | Unexpected call disconnection |
call_ended_by_customer_poor_audio | Customer ended the call within 30 seconds of discussing poor audio (needs Contact Lens Integration) | Unexpected call disconnection |
call_ended_by_agent_poor_audio | Agent ended the call within 30 seconds of discussing poor audio (needs Contact Lens Integration) | Unexpected call disconnection |
call_ended_by_customer_poor_audio_agent_network | Customer ended the call within 30 seconds of discussing poor audio (needs Contact Lens Integration) and network issue (> 5 seconds of packet loss) | Unexpected call disconnection |
abusive_customer | Agent subject to abusive caller (needs Contact Lens Integration) | Agent distress |