An Introduction to Seven Critical Metrics for WebRTC Monitoring in Contact Centers

The shift from SIP to WebRTC-based protocols for agent communications introduces a range of new variables that can affect communications quality.

In this paper, we identify the seven core metrics WebRTC-enabled contact centers should be tracking to optimize their call quality. This information is based on our evaluation of over one billion WebRTC datapoints every month across multiple verticals, including contact centers, team collaboration tools, and more.

In this white paper, you will learn about:

• How to optimize audio quality so your agents can communicate quickly and easily with your customers
• The key seven critical metrics to monitor in contact centers