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Playbook 4 - Agent Investigation
Playbook 4 - Agent Investigation

Analyse technical performance and activity by agent to troubleshoot issues.

Andy Scott avatar
Written by Andy Scott
Updated over a week ago

The relevant data Operata collects in one place to help identify issues at an individual agent level.

Quick tip: Filters can be set to any time range, granularity, agents and location - selecting the segment of a pie chart is a quick way to filter.

Note: (28 days) chart titles don't update if you change the reporting period.

Worst case network performance is the lowest score for any one second of the call

  • # Calls [By Min. Network Quality] (7 days) - Timeline view of calls by worst case network call quality.

  • MOS (7 days) - Timeline of worst case and average MOS.

  • Round Trip Time [RTT] (7 days) - Timeline of worst case and average latency (RTT).

  • Packet Loss (7 days) - Timeline worst case and average packet loss.

  • Jitter (7 days) - Timeline of worst case and average jitter.

  • # Calls (7 days) - Number of calls over the current period.

  • % Good Network Calls (7 days) - Percentage of calls using, worst case Good network.

  • % Average Network Calls (7 days) - Percentage of calls using, worst case Average network.

  • % Poor Network Calls (7 days) - Percentage of calls using, worst case Poor network.

  • % No Media Network Calls (7 days) - Percentage of calls using where no voice media was present on the network.

  • Call Profile (7 days) - Table view of calls and key metrics.

  • Network Quality [By Rounded IPs Connection Details] (7 days) - Timeline of network quality at a subnet level, using the Individual IP's tab increases the granularity to an IP level.

  • # Calls [By Rounded IPs Connection Details] (7 days) - Number of calls by subnet, using the Individual IP's tab increases the granularity to an IP level.

Events

  • # Calls [By Queue] (7 days) - Timeline view of calls and their queue.

  • Calls [By Queue] (7 days) - Table view of calls and their queue.

  • # Agent Reported Issues [By Category] (7 days) - Timeline of agent reported issues, by type.

  • # Agent Reported Issues (7 days) - Timeline of agent reported issues, by type.

  • # Agent States (7 days) - Timeline of agent states.

  • # Agent States (7 days) - Table view of agent states.

  • Missed Calls [by Error Entries] (28 days) - Timeline view of missed calls and associated softphone errors.

  • Missed Call Error Log Entries (28 days)

    • Missed Calls - Table view of missed calls

    • Associated Logs - Table view of any associated softphone errors.

  • # Softphone Errors (7 days) - Timeline view of softphone errors.

  • # Softphone Errors (7 days) - Table view of softphone errors.

Softphone Logs

Note: Softphone logs are only retained for a 7-day period

  • # Softphone Log Errors [By Type], # Warnings (7 days) - Timeline of softphone logs.

  • # Softphone Logs [Error/Info] (7 days)

    • Error & Info - Table view of Error and Info level softphone logs.

    • All Logs - Table view of all softphone logs.

  • # Softphone Log Errors [By Type] (7 days) - Number and percentage of softphone logs by type.

Softphone Audio

Note: Audio levels are the amount of audio energy sent to the softphone by the customer and the agent, which is an indication of how loudly the agent is speaking and how loudly the agent can hear the customer.

The scale is logarithmic, as an indication we use the following values:

< Less than 150 is background noise (highlighted in red).

< 1,500 low audio levels would struggle to hear (highlighted in amber)

> 1,500 - 32,767 normal levels

  • Softphone Audio Table (7 Days) - Table view of calls and audio levels.

Equipment

  • CPU Performance (7 days) - Timeline of CPU utilisation for the calls taken in the period.

  • Headset Use (7 days) - Details of the Microphones used over the period.

  • Softphone Use (7 Days) - Details of the Softphone used over the period.

  • CPU Use (7 Days) - Details of the CPU usage used over the period.

  • Browser Use (7 Days) - Details of the Browsers used over the period.


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