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Smart Connectivity Test Enhancements Help Identify Trouble

By callstats on May 2, 2019

In response to customer requests, we’re adding new features to the Smart Connectivity Test, effective Friday, 3 May. An expanded set of metrics and filtering capabilities enable you to take rapid action when problems occur to minimize poor customer experiences and downtime.

Since it was introduced last December, SCT has become one of the most popular features in our service. It uses active test methods to measure anticipated call quality for the agents in your network. The dashboard displays the test results for easy analysis by contact center managers and operations personnel.

Combination Filters Help Isolate Problems

This new release introduces two levels of filters which may be combined using combinational logic to rapidly examine data for a specific time interval. A complete list of filterable metrics is shown below.

Using these filters, you can identify network performance problems based on any combination of geolocation, ISP name, SiteID and other factors. For example, by examining test results across all users at a specific site, you can rule in/out a problem with the on-site network infrastructure. By filtering SiteIDs and ISP names, you can determine whether an ISP might be causing a performance problem.

Filterable Metrics

*Geolocation - country and city

*ISP - lists the names of internet service providers according to WHOIS look-up

*TURN IP - TURN IPs used by the end users for the tests

Provider Name - TURN service ( TURN service is default)

User ID - as defined by the WebRTC application or service

Site ID - as defined by the web application or service

RTT - round trip time measured in milliseconds

Throughput - data throughput measured in kilobits per second

Packet Loss - percentage of packets lost

* denotes new metric introduced with this release

Minimize Operational Disruption and Downtime

SCT enables contact center managers to quickly localize network performance problems so they can take action to minimize impact on customer experiences. For example, agents that are experiencing network performance problems can be taken offline or moved to an overflow queue.

SCT enables operations personnel to quickly identify the root cause for performance problems and take action to resolve them. This is especially valuable for remote agents who may connect to the contact center service using consumer internet services of varying quality.

The Smart Connectivity Test runs in a standard browser and measures round-trip time, throughput, and packet loss under simulated WebRTC session load. The dashboard visualizes data generated by endpoints and provides powerful analysis tools. SCT is non-disruptive because it works in the background, between calls. Optionally, it can be configured to operate continuously for conducting site surveys. An API allows 3rd party applications to access SCT data to create “smart endpoints” that evaluate network conditions prior to each call and provide visual indicators for anticipated call quality.

This feature was built by Binoy, Lennart, Olga.

Tags: Smart Connectivity Test