> ## Documentation Index > Fetch the complete documentation index at: https://docs.operata.com/llms.txt > Use this file to discover all available pages before exploring further. # Amazon Connect - Heartbeat test results (new) > What the results pages will look like when updated.. 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](/docs/help/what-is-mos) ## 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. ## 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. ## 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. ## 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. ## 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](/docs/help/heartbeat-cx-and-ax-score) \[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.