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New Report Benchmarks WebRTC Performance in Cloud Contact Centers

By Carl Blume on September 20, 2019
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After a contact center manager has taken action to begin monitoring WebRTC metrics, the natural next question is “what are the typical values for these metrics?” They want to compare their key performance indicator values with industry averages to determine whether there is room for improvement.

It’s not easy to answer this question, because a variety of factors can influence the data - geography being a leading factor. The location of agents relative to the cloud contact center infrastructure and the quality of internet services connecting them has a significant impact on WebRTC performance. 

Now, contact center managers have some benchmarks they can use to evaluate the performance of their WebRTC services. A special report released today by callstats.io presents benchmark averages for four key WebRTC performance metrics based on geography. It provides averages for round trip time, jitter, loss and throughput that is segmented for six geographic regions. The report enables contact center managers to evaluate their own service relative to industry averages on a regional basis. 

WebRTC Performance Benchmarks for Cloud Contact Centers is based on a detailed analysis of over 15 million real contact center calls over a three month period. The dataset constitutes WebRTC sessions between CCaaS providers and contact center agents scattered across six geographies: Africa, Asia, Europe, North America, Oceania and South America. Forty percent of the calls were intercontinental, meaning the agent and CCaaS infrastructure were on different continents. This rich dataset enabled callstats.io to perform a very granular analysis of intercontinental communications performance.

The report includes 144 detailed graphs showing the distribution of averages for each metric across each geography (6x6 geographies for each of four metrics). The data is a significant benefit for anyone managing offshore and BPO services. It can inform decisions about where to locate your agents relative to your cloud contact center provider’s infrastructure. 

The metrics covered in the report and a few of the interesting findings include:

  • Round-trip time (RTT) – the time it takes for a packet to travel from a contact center agent endpoint to the CCaaS infrastructure and back. As a general rule, RTTs greater than 250 ms may indicate potential service quality issues. The report finds multiple intercontinental regions where a significant number of calls exceeded this threshold.
  • Fractional loss – the percentage of packets dropped during a WebRTC session. Fractional loss exceeding 1% is possible cause for concern. The report finds loss levels are within this tolerance, except for two intercontinental routes.
  • Jitter – the packet delay variation from a sending endpoint to a receiving endpoint. If jitter exceeds 30 ms, packets may be dropped, creating gaps in a conversation. Jitter fell below this threshold on all routes.
  • Outbound throughput – the actual amount of data transmitted by an agent endpoint. Generally speaking, outbound throughput of 14 kbps or greater provides adequate audio quality for Opus-based WebRTC calls. The report notes several intercontinental routes experienced throughput constraints.

Download the Full Report for More Details

If you’d like to learn more, please download the callstats.io complimentary Special Report: WebRTC Performance Benchmarks for Cloud Contact Centers. If you are considering a cloud contact center, the report can help you with network planning and vendor selection. If you already use a cloud contact center, the report (along with a WebRTC monitoring service like callstats.io) will show you how your CCaaS performance stacks up to industry averages.

Download Special Report

Tags: WebRTC, Contact Centers, WebRTC Monitoring