Agent Collector v1.7.32
10 months ago
03 Jun 2025
For Amazon Connect agents - Ignore network performance statistics when callers are placed on Hold
Chrome and Edge browsers
- Agent Messenger has been updated to ignore network performance measures when the agent has placed the caller on hold, as in this state the 'you are on hold' announcement source introduces network latency. The WebRTC softphone is not actively transmitting or receiving customer audio at this time, hence any MOS collected at this point would not reflect the actual customer experience, however this does impact the average and worst case (min) network performance scores for calls.