Insights Catalog
Comprehensive guide to call quality and performance insights detected by Operata.
Overview
Operata Insights are automated detections of call quality issues, performance problems, and potential customer experience impacts during contact center interactions. Each insight identifies specific conditions that may affect call quality, agent performance, or customer satisfaction.
Insights are classified by category and severity, helping you quickly identify and prioritize issues that impact your operations.
Understanding Insights
Severity Levels
Insights are assigned severity levels based on the impact and duration of the detected issue:
- Minor (Warn): Issues that may cause slight degradation but are typically brief or low-impact
- Severe (Critical): Issues that significantly impact call quality or customer experience
- Terminal: Issues that result in call termination or complete communication failure
Pattern Types
Many insights are classified by how the issue manifests during a call:
- Spike: A sudden, short burst of the issue (typically less than 2 seconds)
- Sustained: Continuous presence of the issue over an extended period (typically 3+ seconds)
- Degraded: Fluctuating levels of the issue that rise and fall over time
Quick Reference
Network Insights
| Insight | Impact | Severity Levels |
|---|---|---|
| High Inbound Packet Loss | Customer audio drops out or becomes unclear | Minor, Severe |
| High Outbound Packet Loss | Agent audio becomes choppy for customer | Minor, Severe |
| Zero Inbound Packets | Agent cannot hear customer | Minor, Severe, Terminal |
| Zero Outbound Packets | Customer cannot hear agent | Minor, Severe, Terminal |
| High Inbound Jitter | Customer audio becomes distorted for agent | Minor, Severe |
| High Outbound Jitter | Agent audio becomes choppy for customer | Minor, Severe |
| High Round Trip Time | Noticeable delay in conversation | Minor, Severe |
| Low Inbound MOS | Poor audio quality from customer | Minor, Severe |
| Low Outbound MOS | Poor audio quality to customer | Minor, Severe |
Device Insights
| Insight | Impact | Severity Levels |
|---|---|---|
| High CPU Utilization | Application and audio performance issues | Minor, Severe |
| Media Delivered to VDI | Potential audio quality degradation | Severe |
Browser Insights
| Insight | Impact | Severity Levels |
|---|---|---|
| Legacy Browser Use | Reduced performance and security risks | Minor, Severe |
Audio Device Insights
| Insight | Impact | Severity Levels |
|---|---|---|
| Internal Microphone | Suboptimal audio capture quality | Minor |
| Mixed Audio Devices | Potential audio routing issues | Minor |
| Microphone Changed | Disruption to audio continuity | Minor, Severe |
| Virtual Audio Device | Altered audio processing | Minor |
Agent Interaction Insights
| Insight | Impact | Severity Levels |
|---|---|---|
| Large amount of Hold | Excessive customer wait time | Minor, Severe |
| Large amount of Mute | Reduced interaction quality | Minor, Severe |
| Call Ended on Hold | Poor customer experience | Minor, Severe |
| Call Ended on Mute | Communication breakdown | Minor, Severe |
Audio Insights
| Insight | Impact | Severity Levels |
|---|---|---|
| Low Customer Audio | Difficulty hearing customer | Minor, Severe |
| Low Agent Audio | Difficulty hearing agent | Minor, Severe |
| High Customer Background Noise | Customer audio clarity reduced | Minor, Severe |
| High Agent Background Noise | Agent audio clarity reduced | Minor, Severe |
| Large amount of Silence | Potential engagement issues | Minor, Severe |
Network Insights
Network insights identify connectivity and data transmission issues that affect real-time voice communication quality.
High Inbound Packet Loss
Definition: Loss of data packets sent from the customer to the agent, causing degraded audio or missing speech during a call.
Impact: Customer audio drops out or becomes unclear, disrupting conversation flow and potentially causing frustration. The agent needs to ask customers to repeat themselves.
Pattern Types:
- Spike: A sudden, short burst of high inbound packet loss
- Sustained: Continuous high inbound packet loss over a period of time
- Degraded: Fluctuating inbound packet loss that rises and falls over a period of time
Detection Thresholds:
- Minor severity: Greater than 5% packet loss for less than 2 seconds, OR 2+ spikes over 10 seconds, OR sustained above 5% for 3+ seconds
- Severe severity: Greater than 10% packet loss for less than 2 seconds, OR 4+ spikes over 10 seconds, OR sustained above 10% for 3+ seconds
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends.
High Outbound Packet Loss
Definition: Loss of data packets sent from the agent to the customer, causing degraded audio or missing speech during a call.
Impact: Agent audio becomes choppy or drops out for the customer, reducing communication effectiveness and potentially damaging the customer experience.
Pattern Types:
- Spike: A sudden, short burst of high outbound packet loss
- Sustained: Continuous high outbound packet loss over a period of time
- Degraded: Fluctuating outbound packet loss that rises and falls over a period of time
Detection Thresholds:
- Minor severity: Greater than 5% packet loss for less than 2 seconds, OR 2+ spikes over 10 seconds, OR sustained above 5% for 3+ seconds
- Severe severity: Greater than 10% packet loss for less than 2 seconds, OR 4+ spikes over 10 seconds, OR sustained above 10% for 3+ seconds
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends.
Zero Inbound Packets
Definition: No data packets are received from the customer to the agent, indicating a complete loss of inbound audio.
Impact: Agent cannot hear the customer at all, leading to miscommunication, repeated phrases, or forced call termination.
Pattern Types:
- Spike: A short period with zero inbound packets
- Sustained: A continuous period with zero inbound packets
- Terminal: The call ends while zero inbound packets are being received, regardless of duration
Detection Thresholds:
- Minor severity (Spike): Any single second with zero packets
- Severe severity (Sustained): 5 or more consecutive seconds with zero packets
- Terminal severity: Call ended while experiencing zero inbound packets
Zero Outbound Packets
Definition: No data packets are sent from the agent to the customer, indicating a complete loss of outbound audio.
Impact: Customer cannot hear the agent, breaking communication and damaging call continuity.
Pattern Types:
- Spike: A short period with zero outbound packets
- Sustained: A continuous period with zero outbound packets
- Terminal: The call ends while zero outbound packets are being sent, regardless of duration
Detection Thresholds:
- Minor severity (Spike): Any single second with zero packets
- Severe severity (Sustained): 5 or more consecutive seconds with zero packets
- Terminal severity: Call ended while experiencing zero outbound packets
High Inbound Jitter
Definition: Variation in the timing of packets received from the customer to the agent, causing uneven or distorted audio.
Impact: Customer audio becomes unclear or drops out, disrupting conversation flow and potentially frustrating the agent. Agent needs to be alerted in real-time.
Pattern Types:
- Spike: A short, sudden increase in inbound jitter
- Sustained: A continuous period of elevated inbound jitter
- Degraded: Fluctuating inbound jitter levels over time
Detection Thresholds:
- Minor severity: Greater than 15ms jitter for less than 2 seconds, OR 2+ spikes over 10 seconds, OR sustained above 15ms for 3+ seconds
- Severe severity: Greater than 30ms jitter for less than 2 seconds, OR 4+ spikes over 10 seconds, OR sustained above 30ms for 3+ seconds
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends.
High Outbound Jitter
Definition: Variation in the timing of packets sent from the agent to the customer, causing uneven or distorted audio.
Impact: Customer hears choppy or distorted agent audio, reducing clarity and comprehension.
Pattern Types:
- Spike: A short, sudden increase in outbound jitter
- Sustained: A continuous period of elevated outbound jitter
- Degraded: Fluctuating outbound jitter levels over time
Detection Thresholds:
- Minor severity: Greater than 15ms jitter for less than 2 seconds, OR 2+ spikes over 10 seconds, OR sustained above 15ms for 3+ seconds
- Severe severity: Greater than 30ms jitter for less than 2 seconds, OR 4+ spikes over 10 seconds, OR sustained above 30ms for 3+ seconds
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends.
High Round Trip Time
Definition: Delay in data transmission between agent and customer, affecting real-time communication flow.
Impact: Customer and agent experience noticeable audio delay, causing conversation overlap or awkward pauses.
Pattern Types:
- Spike: A short, sudden increase in round trip time
- Sustained: A continuous period of elevated round trip time
- Degraded: Fluctuating round trip time levels over time
Detection Thresholds:
- Minor severity: Greater than 350ms RTT for less than 2 seconds, OR 2+ spikes over 10 seconds, OR sustained above 350ms for 3+ seconds
- Severe severity: Greater than 500ms RTT for less than 2 seconds, OR 4+ spikes over 10 seconds, OR sustained above 500ms for 3+ seconds
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends.
Low Inbound Mean Opinion Score (MOS)
Definition: The Mean Opinion Score (MOS) reflects voice quality based on network performance from customer to agent. Low MOS indicates degraded audio quality.
Impact: Agent hears poor or distorted audio from the customer, making communication difficult and potentially requiring repeated questions.
Pattern Types:
- Spike: A short, sudden drop in MOS value
- Sustained: A continuous period of low MOS value
- Degraded: Fluctuating low MOS values over time
Detection Thresholds:
- Minor severity: MOS value of 3.6 or lower detected in the worst 2%, 10%, or 33% of the call
- Severe severity: MOS value of 3.0 or lower detected in the worst 2%, 10%, or 33% of the call
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends. MOS is measured on a scale of 1-5, with 5 being excellent quality.
Low Outbound Mean Opinion Score (MOS)
Definition: The Mean Opinion Score (MOS) reflects voice quality based on network performance from agent to customer. Low MOS indicates degraded audio quality.
Impact: Customer hears poor or distorted audio from the agent, reducing overall call quality and potentially impacting customer satisfaction.
Pattern Types:
- Spike: A short, sudden drop in MOS value
- Sustained: A continuous period of low MOS value
- Degraded: Fluctuating low MOS values over time
Detection Thresholds:
- Minor severity: MOS value of 3.6 or lower detected in the worst 2%, 10%, or 33% of the call
- Severe severity: MOS value of 3.0 or lower detected in the worst 2%, 10%, or 33% of the call
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends. MOS is measured on a scale of 1-5, with 5 being excellent quality.
Device Insights
Device insights identify hardware performance issues that can impact application and audio quality.
High CPU Utilization
Definition: Excessive processing load on the agent's device during a call.
Impact: Affects application and audio performance. Customer may hear audio glitches or delays caused by the agent's device performance issues. Agent may experience application lag or freezing.
Pattern Types:
- Spike: A short, sudden increase in CPU utilization
- Sustained: A continuous period of high CPU utilization
- Degraded: Fluctuating CPU utilization levels over time
Detection Thresholds:
- Minor severity: Greater than 90% CPU utilization for less than 2 seconds, OR 2+ spikes over 10 seconds, OR sustained above 90% for 3+ seconds
- Severe severity: Greater than 98% CPU utilization for less than 2 seconds, OR 4+ spikes over 10 seconds, OR sustained above 98% for 3+ seconds
Notes: Detection excludes the first 5 seconds of the call, periods of hold, and the first 5 seconds after hold ends.
Media Delivered to VDI
Definition: Call media (voice) has been delivered to a Virtual Desktop Infrastructure (VDI) environment before being routed to the agent.
Impact: VDI environments can introduce additional latency and audio processing overhead, potentially degrading call quality.
Detection Thresholds:
- Severe severity: Detected when media is delivered to a VDI environment
Browser Insights
Browser insights identify web browser compatibility issues that may affect performance and security.
Legacy Browser Use
Definition: Use of a web browser version that is significantly outdated compared to the latest available version.
Impact: Legacy browsers may have reduced performance, security vulnerabilities, and compatibility issues with modern web applications.
Detection Thresholds:
- Minor severity: Browser is more than 2 versions behind the latest release
- Severe severity: Browser is more than 10 versions behind the latest release
Audio Device Insights
Audio device insights identify microphone and speaker configuration issues that may impact call quality.
Internal Microphone
Definition: Use of a computer's built-in internal microphone rather than an external or headset microphone.
Impact: Internal microphones typically provide lower audio quality, pick up more background noise, and may be positioned suboptimally for voice capture.
Detection Thresholds:
- Minor severity: Internal microphone detected
Mixed Audio Devices
Definition: Use of different devices for microphone input and speaker output during the interaction (e.g., headset microphone with laptop speakers).
Impact: Mixed audio device configurations can lead to audio feedback, echo issues, and inconsistent audio quality.
Detection Thresholds:
- Minor severity: Different microphone and speaker devices detected
Microphone Changed
Definition: The agent's microphone device changed during the interaction.
Impact: Changing microphones mid-call can cause audio disruption, quality changes, and potential communication gaps.
Detection Thresholds:
- Minor severity: Microphone changed to the same underlying device (e.g., different software interface to same hardware)
- Severe severity: Microphone changed to a completely different physical device
Virtual Audio Device
Definition: Use of a virtual audio device that processes or modifies audio (e.g., Krisp, Sanas, or other noise cancellation/voice enhancement software).
Impact: Virtual audio devices can introduce processing latency and may alter audio characteristics in unexpected ways.
Detection Thresholds:
- Minor severity: Virtual audio device detected
Agent Interaction Insights
Agent interaction insights identify patterns in how agents use call controls that may impact customer experience.
Large amount of Hold
Definition: Excessive use of the hold function during the call, keeping the customer waiting for extended periods.
Impact: Long hold times frustrate customers and extend call duration, negatively impacting customer satisfaction and operational efficiency.
Detection Thresholds:
- Minor severity: Greater than 25% of call duration in hold state AND total hold time exceeds 30 seconds
- Severe severity: Greater than 50% of call duration in hold state AND total hold time exceeds 60 seconds
Large amount of Mute
Definition: Excessive use of the mute function during the call, preventing the customer from hearing the agent.
Impact: Extended mute periods can create customer confusion and reduce interaction quality, as customers are unsure if the agent is still present or working on their issue.
Detection Thresholds:
- Minor severity: Greater than 25% of call duration in mute state AND total mute time exceeds 30 seconds
- Severe severity: Greater than 50% of call duration in mute state AND total mute time exceeds 60 seconds
Call Ended on Hold
Definition: The call ended while the customer was on hold for an extended period.
Impact: Ending a call while the customer is on hold creates a poor customer experience and may indicate an agent or system issue.
Detection Thresholds:
- Minor severity: Call ended after 30+ seconds of hold
- Severe severity: Call ended after 120+ seconds (2 minutes) of hold
Call Ended on Mute
Definition: The call ended while the agent's microphone was muted for an extended period.
Impact: Ending a call while muted may indicate communication breakdown or technical issues, creating a confusing experience for the customer.
Detection Thresholds:
- Minor severity: Call ended after 30+ seconds of mute
- Severe severity: Call ended after 120+ seconds (2 minutes) of mute
Audio Insights
Audio insights detect issues with speech volume levels, background noise, and conversation engagement during calls.
Low Customer Audio
Definition: Customer audio levels are unusually low, making it difficult for the agent to hear the customer clearly.
Impact: Agent may struggle to understand the customer, requiring frequent requests for repetition and extending call duration.
Detection Thresholds:
- Minor severity: Average audio energy of 3,000 or lower during customer speech periods (10+ seconds minimum)
- Severe severity: Average audio energy of 2,000 or lower during customer speech periods (10+ seconds minimum)
Notes: This insight is based on audio energy delivered to the softphone, independent of the agent's device volume settings. Detection requires at least 10 seconds of customer audio.
Low Agent Audio
Definition: Agent audio levels are unusually low, making it difficult for the customer to hear the agent clearly.
Impact: Customer may struggle to understand the agent, leading to miscommunication and frustration.
Detection Thresholds:
- Minor severity: Average audio energy of 3,000 or lower during agent speech periods (10+ seconds minimum)
- Severe severity: Average audio energy of 2,000 or lower during agent speech periods (10+ seconds minimum)
Notes: This insight is based on audio energy sent from the softphone, independent of the customer's device volume settings. Detection requires at least 10 seconds of agent audio.
High Customer Background Noise
Definition: High levels of background noise detected in the customer's audio when the customer is not speaking.
Impact: Background noise can make it difficult to hear the customer when they do speak and may indicate a poor calling environment.
Detection Thresholds:
- Minor severity: Average background audio energy of 200 or higher when customer is not speaking (10+ seconds minimum)
- Severe severity: Average background audio energy of 400 or higher when customer is not speaking (10+ seconds minimum)
Notes: This insight is based on audio energy during periods when the customer is not talking. Detection requires at least 10 seconds of customer background noise.
High Agent Background Noise
Definition: High levels of background noise detected in the agent's audio when the agent is not speaking.
Impact: Background noise from the agent's environment can distract the customer and appear unprofessional, potentially affecting customer satisfaction.
Detection Thresholds:
- Minor severity: Average background audio energy of 200 or higher when agent is not speaking (10+ seconds minimum)
- Severe severity: Average background audio energy of 400 or higher when agent is not speaking (10+ seconds minimum)
Notes: This insight is based on audio energy during periods when the agent is not talking. Detection requires at least 10 seconds of agent background noise.
Large amount of Silence
Definition: Excessive periods of silence during the call where neither the agent nor customer is speaking.
Impact: Long silence periods may indicate poor engagement, technical issues, or inefficient call handling, potentially frustrating customers.
Detection Thresholds:
- Minor severity: Greater than 35% of call duration in silence state AND total silence time exceeds 45 seconds
- Severe severity: Greater than 60% of call duration in silence state AND total silence time exceeds 90 seconds
Notes: Silence is defined as periods where both parties have audio energy below 1,500.
Additional Resources
For more information about how Operata collects and analyzes call quality data, see:
Updated 5 months ago