The Operata Experience Score 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.

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


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

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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