Selecting a result from the scatter graph or via the results dial list displays results of the tests in five sections:

Note: the Operata Audio Quality score is a measurement between 5 (excellent) and 1 (poor)

1. Test Run Details

A summary of the test and highlights of any issues found:

  • Agent Type: Human/Virtual.

  • Start The time the test run started, not necessarily the time the test happened.

  • End: The time the test run ended.

  • Date: The date of the test run (Date/Month/Year)

  • Heartbeat Id: The Operata test identifier (not the Amazon Connect callContactID).

  • Top Insights: Highlights of the issues detected during the test run.

2. Telephony

The results show the performance of the Telephone network used to connect the customer to Amazon Connect.

[LHS] Details

  • Dialed Number: The number dialed for the test (could be a toll-free number)

  • Answer Point DID: The Amazon Connect number the call was delivered to.

[Centre] Results

Status: The status of the test call made by the Virtual Customer to the Call Center [has be one of these five]

  • Completed: The test call connected and the test completed

  • Failed: The test call could not be made.

  • Busy: The test call received a busy tone.

  • No Answer: The test call was not answered by the Contact Center.

  • Call Disconnected Prematurely: The test call was answered but disconnected before the test was completed.

  • Remove its an insight [High Ringing Time: The test call took longer to answer than expected (answer time)]

  • Post Dial Delay: The time in ms (1,000 ms = 1 second) it took the test call to receive a ringtone from Contact Center once it had completed dialing.

  • Ringing Time [currently Answer Time]: The time in ms [seconds] it took from when the test call received a ringtone to it being answered by the Contact Center.

3. Customer - Contact Center

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[LHS] Results

  • Customer to Contact Center - Audio Loss: The percentage drop in the quality of the audio received by Amazon Connect from the Virtual Customer.

  • Customer to Contact Center - Score: The Operata Audio Quality score is the quality of the audio received by Amazon Connect from the Virtual Customer.

  • Contact Center to Customer - Audio Loss: The percentage drop in the quality of the audio received by the Virtual Customer from Amazon Connect.

  • Contact Center to Customer - Score: The Operata Audio Quality score is the quality of the audio received by the Virtual Customer from Amazon Connect.

  • Customer - Contact Center RTT: The time in ms (1,000 ms = 1 second) it took audio to get from the Virtual Customer to Amazon Connect and back

  • Audio RTT [Latency]: The time in ms for audio to get from the Virtual Customer to the Agent and back to the Virtual Customer.

4. Contact Center - Agent (Agent Username)

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[LHS] Results

  • Contact Centre to Agent - Audio Loss: The percentage drop in the quality of audio received by the test Agent from the Contact Center.

  • Contact Centre to Agent - Score: The Operata Audio Quality score is the quality of the audio received by the test Agent from the Contact Center.

  • Agent to Contact Centre - Audio Loss: The percentage drop in the quality of audio received by the Contact Center from the test Agent.

  • Agent to Contact Centre - Score: The Operata Audio Quality score is the quality of the audio received by the Contact Center from the test Agent.

  • Contact Center - Agent RTT: The time taken in ms for the test audio file sent from Connect to reach the test agent and get back to Connect.

  • Audio RTT [Latency]: The time in ms for audio to get from the Virtual Customer to the Agent and back to the Virtual Customer.

[Centre] Hardware

  • CPU Utilisation: The Average, Min, and Max Percentage CPU utilization of the test agents machine, during the test.

  • Memory Utilisation: The Average, Min, and Max GB utilization of the test agents machine, during the test.

  • Agent Username: The Amazon Connect Username used to login to the softphone

  • CPU Type: Processor type on the test agent.

[RHS] Software

  • Browser Type Version: Browser type and version of the test agent.

5. Network (XX/10)

The quality of the data network is given an overall Operata Experience score out of 10.

[LHS] Results

  • Packet Loss: The Average, Min, and Max percentage inbound packet loss

  • Jitter: The Average, Min, and Max inbound jitter in ms

  • RTT: The Average, Min, and Max Round Trip Time in ms

  • MOS: The Average, Min, and Max MOS (Mean Opinion Score)

[Centre] Network details

  • Agent LAN IP: The Agents LAN IP address (either local or assigned, by a VPN for example)

  • Agent WAN IP: The Agents Internet WAN IP address (may not be the same as the voice media path)

  • Network Type: The test agents' network type.

RHS [Signalling/Media]

  • TURN server FQDN + Port: The Amazon TURN and Port used for the test call.

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