The Heartbeat/Logs section shows summary of the status and results of each heartbeat test.
The CX, AX and NETWORK SCORE is a score between 10 (good) and 1 (poor) based on the contributing factors of a poor experience.
STATUS shows the state of the Heartbeat test call during and at the end of each test:
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.
Agent Error: The Agent could not be found or was unable to answer the Heartbeat call.
Poor/Very Poor Call Quality: Test completed, but Poor Call Quality measured.
Call Disconnected Prematurely: The test call was answered but disconnected before the test was completed.
High Ringing Time: The test call took longer to answer than expected.
Selecting Report for any of the Logs provides another level of detail, with RESULTS and AUDIO ANALYTICS tabs.
Audio Analytics
The Audio Analytics tab launches a graphical display of the Heartbeat test.
The top line shows the Audio degradation from the Virtual Customer to the Agent.
The middle line shows the Audio degradation from the Agent to the Virtual Customer.
The bottom line shows the actual audio latency of the call.
Note: The recorded audio segments can be played by selecting the triangle icon.
Results
The Results tab launches a page with more detail.
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.
Telephony
The results show the performance of the Telephony used to connect the virtual customer to Amazon Connect.
Inbound Audio Quality: The quality of the audio received by Amazon Connect from the Virtual Customer (using POLQA).
Outbound Audio Quality: The quality of the audio received by the Virtual Customer from Amazon Connect (using POLQA).
Inbound Audio Loss: The percentage drop in the quality of the audio received by Amazon Connect from the Virtual Customer.
Outbound Audio Loss: The percentage drop in the quality of the audio received by the Virtual Customer from Amazon Connect.
Source Number: The phone number presented by the Virtual Customer.
Dialled Number: The number dialled for the test (could be a toll-free number).
Answer Point DID: The Amazon Connect number the call was delivered to.
Carrier: The name of the Amazon Carrier used to take the Heartbeat test.
PSTN Latency: The time in ms for audio to get from the Virtual Customer to the Agent and back to the Virtual Customer.
Post Dial Delay: The time in ms taken from the Virtual Customer dialling to the call ringing in Amazon Connect.
SIP response: The SIP response message from Amazon Connect to the Virtual Customer call.
AX (Operata score/10)
The details the measured Agent Experience and contributing factors:
Inbound Audio Quality: The quality of the audio received by the test Agent from the Contact Center (using POLQA).
Outbound Audio Quality: The quality of the audio received by the Contact Center from the test Agent (using POLQA).
Inbound Audio Loss: The percentage drop in the quality of audio received by the test Agent from the Contact Center.
Outbound Audio Loss: The percentage drop in the quality of audio received by the Contact Center from the test Agent.
CPU Utilisation: The Average, Min, and Max Percentage CPU utilisation 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.
Browser Type Version: Browser type and version of the test agent.
CX (Operata score/10)
The details the measured Customer Experience.
Inbound Audio Quality: The quality of the audio received by the Contact Center from the virtual Customer (using POLQA).
Outbound Audio Quality: The quality of the audio received by the virtual Customer from the Contact Center (using POLQA).
Inbound Audio Loss: The percentage drop in the quality of audio received by the Contact Center from the virtual Customer.
Outbound Audio Loss: The percentage drop in the quality of audio received by the virtual Customer from the Contact Center.
Network (Operata score/10)
The quality of the data network is given an overall Operata Experience score out of 10.
Inbound Packet Loss: The Average, Min, and Max percentage inbound packet loss.
Outbound Packet Loss: The Average, Min, and Max percentage outbound 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).
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).
TURN server FQDN + Port: The Amazon TURN and Port used for the test call.
Network Type: The test agents' network type.
WebRTC Audio Latency: The time in ms for data packets to get from the Agent to the Call Centre and back.
Log Filters
The results can be filtered and the columns adjusted temporarily (columns will re-set when new filters are applied.
There is also a search icon and csv download function.
