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

Filters can be set to any time range, granularity, agents and Softphone Log level.

By default the time range is set to the last 7-days

Agent Network

What the fields show....

  • # Calls (By Min. Network Quality) - Number of calls vs the worst case network quality for a single second during the call.

  • Network Quality - Timeline of the average and worst case MOS scores for all calls.

  • Minimum Call Quality Calls - Number of calls connected to agents, inbound and outbound.

  • Minimum Call Quality # Good Network - Number of calls where the worst case is a Good network quality

  • Minimum Call Quality # Avg. Network - Number of calls where the worst case is a Average network quality

  • Minimum Call Quality # Poor Network - Number of calls where the worst case is a Poor network quality

What the fields show....

  • Agent Round Trip Time - Timeline showing the data network Latency (RTT) for all calls

  • Agent Jitter - Timeline showing the data network Jitter for all calls

  • Agent % Packet Loss - Timeline showing the data network Packet Loss for all calls

Issues & Errors

What the fields show....

  • # Missed Calls - Timeline of missed calls.

  • # Agent Reported Issues (By Category) - Timeline of Agent Reported issues, by type.

  • # Errors (By Type) - Timeline of softphone errors, by type.

  • Agent Missed Call Table - Table of missed call ID's with associated softphone errors.

  • Agent Reported Issues - The detail for each reported instance, with associated MOS and CPU measures. [selecting the <> arrows sorts each column]

  • Softphone Errors - The detail for each softphone error, with associated call ID's. [selecting the <> arrows sorts each column]

What the fields show....

  • # Softphone Log Errors (By Type), # Warnings - Timeline of softphone errors and warnings.

  • Softphone Log Errors - Percentages

  • Softphone Log Warnings - aaa

  • Softphone Logs - aa

No Audio

What the fields show....

  • # Calls with No Softphone Audio - Timeline of the number of calls with no audio.

  • No Softphone Audio Table - Table showing no audio, call direction and call termination, by call.

Agent Equipment

What the fields show....

  • CPU Performance - Timeline of average and max CPU of all calls

  • # Headset change during Calls - Timeline of headset changes during a call.

  • Min. Network Call Quality (By ISP) - Timeline of the worst second of network call quality for calls. by ISP.

  • PC Details - Table detailing the machine type used and the number of calls.

  • # Calls (By Browser) - Table detailing the Browser version used and the number of calls

  • # Headset Change during Calls - Table showing the call ID's where the headset changed during the call.

  • # Calls (By Connection Details) - Table showing the how calls are connected.

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