Welcome to the Cyara Knowledge Center

The Agent Analysis tab provides a granular view of data per Agent. Select one or more agents and choose a filtering option to display the data you are interested in. The example below shows bad and low MOS results that Agent0025 experienced between 8am - 10am on March 10th. To focus on the results of a specific interaction, select one from the list of interactions at the bottom of the page.

Changing the Chart With option in the top right corner, allows you to analyze the Jitter, RTT (Round-Trip Time), Packet Loss, Bandwidth and Performance data for the agent(s) during the same period so you can get to the root cause of low voice quality. For IT support, having this data easily at hand will help them clear tickets faster and reduce the mean time to repair issues.

Changing the Filter MOS Using option allows you to analyze each end of the interaction. Being able to tell if it was the agent or customer end causing the issue saves time, effort and reduces the cost to resolve issues.

E.g. easily identify if the bandwidth was low at the customer or agent end.

The ISP Analysis tab enables you to drill down for a granular view of data per Internet Service Provider. Select one or more ISP and choose a filtering option to display the data you are interested in. The example below shows bad and low MOS results experienced by agent’s utilizing Optus, Telstra and TPG ISPs over the last 30 minutes. To focus on the results of a specific interaction, select one from the list of interactions at the bottom of the page.

Being able to identify when issues are related to ISPs and having the proof on hand, enables support teams to identify carrier-specific outages, escalate the issue with the correct entity and provide the information they require to resolve the issue as fast as possible.

The Location Analysis tab enables you to drill down for a granular view of data per agent geo location based on their IP address. Select one or more locations and choose a filtering option to display the data you are interested in. The example below shows bad and low MOS results experienced by agents in the Balmain East, Bondi Beach and Neutral Bay areas over the last 30 minutes. To focus on the results of a specific interaction, select one from the list of interactions at the bottom of the page.

The data is presented visually on a map for accelerated identification of geographic related outages (perhaps a cable was accidentally cut or there was a network hardware failure). With this information, support teams can escalate the issue with the correct entity and take immediate action (such as re-routing traffic) so agents can get back to providing a great CX while the issue is resolved.

The Call Analysis tab enables you to drill down for a granular view of data per interaction. Select one or more interactions from the list provided at the bottom of the page and choose a filtering option to display the data you are interested in. The example below shows all Demo Team calls with bad and low MOS results between 8am - 10am on March 10th.

In the example below we’ve drilled down to chart the RTT data of a single interaction that was manually flagged as low quality by agent cyara0022. The Filter MOS Using option has been set to Both so we can see RTT data for both the agent and customer ends of the interaction.

The Network Analysis tab provides you with MOS and granular networking data all in a single view for easy root-cause analysis, driving accurate diagnosis and reducing mean-time to repair.

Using your mouse cursor to pinpoint a moment in time on the charts allows you to analyze all the networking data associated with that moment. E.g. If you see a point where MOS results dropped, put your mouse cursor over that point to see the associated Jitter, RTT, Packet Loss and Bandwidth data for that moment.

The Agent Logins tab provides you with data per logged in Agent. From here you can see the agent’s Team, when their session started, their Hardware, ISP, Network, OS and Health Check details.

In the example above, data for all agents that were logged in during the last 30 minutes are listed, providing you with an easy way to check if their environment is compliant with company policy, and see their health check data.

The Agent Logins data is helpful when analyzing Agent specific issues and compliance. For example, you may want to check the status of their network, or desktop environment specifications, or if they are using a recommended audio device.

To drill down further, click on the Health Check details to show the full results of the speed, browser, speakers, microphone, firewall, permissions and connectivity checks that were performed when the agent logged into their CCP or were triggered manually by the agent. Support teams no longer need to request this information from agents during the triage process because everything they need for problem analysis is already at hand.