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Heartbeat Test Results What do the results mean? Selecting a result from the scatter graph or via the results dial list, displays results of the tests in five sections: Note: the Operata Audio Quality score is a measurement between 5 (excellent) and 1 (poor) Operata Audio Quality score explained

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1. 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.

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2. Telephony

The results show the performance of the Telephone network used to connect the customer to Amazon Connect. [LHS] Details
  • 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.
[Centre] Results Status: The status of the test call made by the Virtual Customer to the Call Center [has be one of these five]
  • Completed: The test call connected and the test completed
  • Failed: The test call could not be made.
  • Busy: The test call received busy tone.
  • No Answer: The test call was not answered by the Contact Center.
  • Call Disconnected Prematurely: The test call was answered, but disconnected before the test completed.
  • Remove its an insight [High Ringing Time: The test call took longer to answer than expected (answer time)]
  • Post Dial Delay: The time in ms (1,000 ms = 1 seconds) it took the test call to receive ringtone from Contact Center once it had completed dialling.
  • Ringing Time [currently Answer Time]: The time in ms [seconds] it took from when the test call received ringtone to it being answered by the Contact Center.

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3. Customer - Contact Center

words [LHS] Results
  • Customer to Contact Center - Audio Loss: The percentage drop in the quality of the audio received by Amazon Connect from the Virtual Customer.
  • Customer to Contact Center - Score: The Operata Audio Quality score is the quality of the audio received by Amazon Connect from the Virtual Customer.
  • Contact Center to Customer - Audio Loss: The percentage drop in the quality of the audio received by the Virtual Customer from Amazon Connect.
  • Contact Center to Customer - Score: The Operata Audio Quality score is the quality of the audio received by the Virtual Customer from Amazon Connect.
  • Customer - Contact Center RTT: The time in ms (1,000 ms = 1 seconds) it took audio to get from the Virtual Customer to Amazon Connect and back
  • Audio RTT [Latency]: The time in ms for audio to get from the Virtual Customer to the Agent and back to the Virtual Customer.

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4. Contact Center - Agent (Agent Username)

words [LHS] Results
  • Contact Centre to Agent - Audio Loss: The percentage drop in the quality of audio received by the test Agent from the Contact Center.
  • Contact Centre to Agent - Score: The Operata Audio Quality score is the quality of the audio received by the test Agent from the Contact Center.
  • Agent to Contact Centre - Audio Loss: The percentage drop in the quality of audio received by the Contact Center from the test Agent.
  • Agent to Contact Centre - Score: The Operata Audio Quality score is the quality of the audio received by the Contact Center from the test Agent.
  • Contact Center - Agent RTT: The time taken in ms for the test audio file sent from Connect to reach the test agent and get back to Connect.
  • Audio RTT [Latency]: The time in ms for audio to get from the Virtual Customer to the Agent and back to the Virtual Customer.
[Centre] Hardware
  • 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.
[RHS] Software
  • Browser Type Version: Browser type and version of the test agent.

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5. Network (XX/10)

The quality of the data network which is given an overall Operata Experience score out of 10. How the Operata Experience score is calculated [LHS] Results
  • Packet Loss: The Average, Min and Max percentage inbound 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)
[Centre] Network details
  • 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)
  • Network Type: The test agents network type.
RHS [Signalling/Media]
  • TURN server FQDN + Port: The Amazon TURN and Port used for the test call.