Heartbeat CX and AX Score

How Operata calculates the Customer (CX) and Agent (AX) Experience Scores.

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

The Operata CX and AX Experience Scores collates the findings across the test calls to give a single score.

For each metric collected Operata assigns a Poor and Very Poor threshold, which are shown as Insights for each test.

Each Heartbeat test call starts with a maximum score of 10, when a Poor or Very Poor result is found the total is reduced using the values in the table below.

Details of the thresholds used to determine the Poor and Very Poor insights tags can be found here.


Customer Experience Score (CX)

The experience from a Customer perspective..

CX

Weighting

Poor Outbound Call Quality (agent -> connect)

-1

Very Poor Outbound Call Quality (agent -> connect)

-3

Poor Outbound Call Quality (connect -> dialler)

-1

Very Poor Outbound Call Quality (connect -> dialler)

-3

High Echo Audio Latency

-1

Very High Echo Audio Latency

-3


Agent Experience Score (AX)

The experience from an Agent perspective.

AX

Weighting

Poor Inbound Call Quality (dialler -> connect)

-1

Very Poor Inbound Call Quality (dialler -> connect)

-3

Poor Inbound Call Quality (connect -> agent)

-1

Very Poor Inbound Call Quality (connect -> agent)

-3

High Echo Audio Latency

-1

Very High Echo Audio Latency

-3


Network Performance

The performance of the Network serving the Agent softphone (impacting both CX and AX)

Network Performance

Weighting

High Jitter

-1

Very High Jitter

-3

High Packet Loss

-1

Very High Packet Loss

-3

High RTT

-1

Very High RTT

-3

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