The table below details the thresholds used to determine a Poor or Very Poor insights tag.
Insight Tag | Item | Threshold |
High | Echo Latency | 750ms |
Very High | Echo Latency | 1000ms |
High | PSTN Network Latency Inbound | 500ms |
Very High | PSTN Network Latency Inbound | 750ms |
High | PSTN Network Latency Outbound | 500ms |
Very High | PSTN Network Latency Outbound | 750ms |
High | Audio Latency between Amazon Connect & Agent | 250ms |
Very High | Audio Latency between Amazon Connect & Agent | 500ms |
High | PSTN Audio Latency | 500ms |
Very High | PSTN Audio Latency | 750ms |
Poor | Call Quality Inbound to Agent | 25% |
Very Poor | Call Quality Inbound to Agent | 50% |
Poor | Call Quality Outbound to Agent | 25% |
Very Poor | Call Quality Outbound to Agent | 50% |
Poor | Inbound Call Quality | 25% |
Very Poor | Inbound Call Quality | 50% |
Poor | Outbound Call Quality | 25% |
Very Poor | Outbound Call Quality | 50% |
Poor | Call Connection Time | 2000ms |
Very Poor | Call Connection Time | 4000ms |
Poor | Agent Connection Time | 10000ms |
Very Poor | Agent Connection Time | 15000ms |
High | Packet Loss - Agent | 1% |
Very High | Packet Loss - Agent | 2.5% |
High | RTT - Agent | 250ms |
Very High | RTT - Agent | 500ms |
Low | MOS | 3 |
Very Low | MOS | 2 |
High | CPU - Agent | 95% |
Very High | CPU - Agent | 98% |