> ## 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. # Insights catalog > Every detection Operata runs over contact observations — names, categories, severities, pattern types, and thresholds. The insights catalog lists every detection Operata runs over the observations on a contact. Each entry names the insight, what it measures, the severity levels it can raise, and the thresholds the detection rule uses. ## Severity levels Operata raises insights at one of three severity levels, based on the impact and duration of the detected condition: * **Minor (Warn)** — issues that cause slight degradation, 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 detections classify how the condition presents during a Contact: * **Spike** — a sudden, short burst of the condition (under 2 seconds). * **Sustained** — continuous presence of the condition over 3 or more seconds. * **Degraded** — fluctuating levels that rise and fall over the Contact. ## Quick reference ### Network | 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 | Insight | Impact | Severity Levels | | ---------------------- | ---------------------------------------- | --------------- | | High CPU Utilization | Application and audio performance issues | Minor, Severe | | Media Delivered to VDI | Potential audio quality degradation | Severe | ### Browser | Insight | Impact | Severity Levels | | ------------------ | -------------------------------------- | --------------- | | Legacy Browser Use | Reduced performance and security risks | Minor, Severe | ### Audio device | 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 | 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 | 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 detect connectivity and data transmission problems that degrade real-time voice 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 detect hardware performance problems on the agent's machine that affect application responsiveness and audio output. ### 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 flag web browser versions that are outdated enough to affect performance or 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 detect microphone and speaker configuration problems that reduce call audio 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 detect patterns in how agents use call controls — hold and mute — that affect contact duration and customer satisfaction. ### 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 problems with speech volume, background noise, and silence that affect how clearly each party hears the other. ### Low Customer Audio **Definition**: Customer audio levels are unusually low, making it difficult for the agent to hear the customer. **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. **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. *** ## Related * [Insights overview](/docs/insights-overview) — how insights relate to signals, observations, and contacts. * [Data summary and frequency](/docs/resources-data-collection-frequency) — what Operata collects and how often. * [WebRTC session](/docs/webrtc-session) — the per-second metrics most network insights run against. * [Operata API — Getting started](/docs/api-getting-started) — query insights via the API.