Customer Experience Risks (CX Risk) are a measure that highlights elements of a call that are likely to cause an negative impact to the end customer experience.
Technical CX Risks - Highlighting items of a technical nature, based on the devices and performance within the agents environment.
Operata rates risks based on the likelihood that they cause issues.
Note: The Risk for each call measured against each of the criteria below in sequence, with only only one Risk tagged per call.
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
Media terminating in VDI: CPU type used for media is typically identified as a VDI server.
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.