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Agent Readiness Test

Agents score the playback quality of their test recording, while technical performance metrics are captured in Operata.

Andy Scott avatar
Written by Andy Scott
Updated over 2 months ago

What is it?

The Agent Readiness Test automatically runs a test sequence that measures audio quality, prompts agents with self-fix solutions and sends metrics to Operata to aid investigation into repeated test failures.

What is it for?

Agents can self elect to run this test before taking the first customer call, or can run the test after experiencing an issue (to confirm any repeating issue and exclude a customer audio issue)

To resolve repeated test failures, detailed metrics for all Agent Tests are captured in Operata.

How do I enable it?

Create a new Agent Status called 'Agent Test'

How does it work?

When agents move to an 'Agent Test' agent state they are prompted to Run Test.

This automatic sequence makes and outbound call and prompts the agents to:

  1. Record some audio - we suggest 'their name and I'm ready to start my day'

  2. Audio playback - their recording is played back to them - they hear how they sound to customers.

  3. Self 'assess' their view of audio quality (1 for good, 2 for bad).

  4. Be prompted when something is detected that may have caused an issue, for example, not using a headset.

Once the test has completed and the call has ended (the test takes no more than one minute) then:

  • The agent score, Operata 'measured' audio quality score and all the technical performance data is captured in a dedicated Agent Readiness Test dashboard.

What to the results tell me?

Once the full test results have been processed by Operata (this can take up to 15 minutes) all the fields in the Agent Readiness Test dashboard will be populated.

Each test falls into one of four categories:

  1. Pass - All Good: agent assessment and measured audio quality is good.

  2. Fail - Poor Audio: both the agent assessed the call as poor and the measured audio quality was poor.

  3. Fail - Agent audio assessment: the agent assessed the call as poor.

  4. Fail - Measured Audio assessment: the measured audio quality was poor.

  5. No test - the test failed to fully execute for some reason.

The time-line view shows the frequency and results of the tests over time

The detail of each call is shown in the table.

What to the fields show...

  • agent_readiness_risk_level - the overall assessment of the agent test.

  • connecting_time - when the agent test happened.

  • Agent - the agent that made the test.

  • Links

    • Agent - the 28-day view of the agents calls and technical metrics

    • Call - summary details of the test call

    • Details - per-second view of the test call with all metrics and error logs

  • Agent Assessment - the agents view of audio quality, they selected (1 for Pass and 2 for Fail).

  • Operata Quality Score - The measured audio quality (<3.5 is poor)

  • Network (Min / Avg) - The worst case (1 second ) and average network quality using the MOS score (Min <3.5 and Average <3 is poor)

  • Peak CPU - The peak percentage of CPU used during the call.

  • Audio Levels - Customer (the agent audio playback) and Agent audio detection.

  • Headset - Headset Microphone (good) or Internal Microphone (bad) detction

  • Hold/Mute - Hold / Mute used during the test

  • %Music - Music detected during the test.

  • Test Length - overall test duration

  • contact_id - Call ID for the call to enable investigation and playback is needed.

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