You know the feeling. A call center agent comes to you complaining—they can’t connect their calls or clearly hear customers on the line. Troubleshooting these issues often turns into a lengthy ordeal involving back-and-forth communication between IT and the agent. Often, the problem lies with the agent’s device or their connection to a subpar network.
Cyara helps businesses accelerate their testing, monitoring, and optimization of WebRTC applications.
With the shift toward more agents working from home or remote environments for at least part of the time, the number of these instances has grown considerably. As a result, it’s become harder than ever to troubleshoot these types of problems at scale. This trend underscores the need for more sophisticated diagnostic tools that can keep pace with the evolving demands of network performance management.
Enter qualityRTC
At Cyara, we had developed a tool called qualityRTC to streamline the troubleshooting process. This tool allows support teams to send a link to agents experiencing issues. With a simple click, the agent can run diagnostics, and within two minutes, all necessary information to identify the root cause is at your disposal.
qualityRTC was great, but we knew could do better. And we did just that. We figured out how to make this great tool even better based off a lot of customer conversations and feedback.
We’re thrilled to announce the release of significant qualityRTC updates, empowering end-users with robust self-service options and equipping support teams with the insights necessary to facilitate faster and more effective network issue resolution. We were aiming for enhanced user experience and operational efficiency—this is reflected in every aspect of this update—from intuitive design changes to the integration of sophisticated, behind-the-scenes analytical tools.
Empowering Self-Service for End-Users:
The two new primary enhancements are the Network Quality Score for Voice Users and testRTC Insights. These features assist your customers in self-diagnosing issues and support teams in accelerating issue resolution.
qualityRTC’s Network Quality Score for Voice Users
There’s a lot of measurements and metrics that are available in qualityRTC. It all boils down to a simple question: What’s the actual voice quality that I can expect?
The Network Quality Score for Voice is there to answer this question. It is an innovative tool designed to streamline the technical assessment of voice call readiness. It provides a clear and simple score that reflects how effectively a user’s device and network can manage voice communications. With this score, users and not only IT managers can easily understand their network’s readiness and make swift, informed decisions, even without a deep knowledge of complex VoIP metrics such as MoS, throughput, jitter, or packet loss.
Benefits of the Network Quality Score:
- Simplified Assessments: Receive a straightforward, easy-to-understand metric that instantly indicates the network’s ability to handle voice communications
- Empowered Decision-Making: Leverage immediate feedback regarding network readiness to proactively adjust settings, accelerate issue remediation, and confirm the environment is optimized for the best possible call quality
We developed qualityRTC’s Network Quality Score using an extensive analysis of real user data. And yes, like everything in 2024, this tool is AI based. It has been tested across a wide range of diverse environments—including different countries, airports, coffee shops, and various public and private networks—to ensure reliability and performance. After undergoing rigorous testing with unseen data, the Network Quality Score was determined to have an accuracy of more than 95% and is continuously being trained to learn and find new patterns based on new user data.
testRTC Insights: Enhancing Self-Service Diagnostics
qualityRTC measures and analyzes a lot of data, giving IT a slew of metrics and empowering them in their troubleshooting. This time, we brought the smarts and understanding of the IT staff directly to the end users—we are now providing insights to the users themselves, sharing what the problems probably are and what to do to solve them. This feature actively checks for telltale signs of incorrect behavior, empowering end user to take timely action and overcome common issues.
These new testRTC insights revolutionize how users manage and diagnose network issues by offering a robust suite of self-service tools. This feature provides over 20 distinct insights, enabling users to self-diagnose potential issues and improve network settings without extensive technical support. And the best thing? We’re just getting started—with each release we’re introducing additional insights to make qualityRTC ever smarter.
Benefits of testRTC Insights:
- Reduce Analysis Time: Conserve valuable resources, minimize downtime, and improve cost-savings with real-time feedback and alerts whenever an issue arises
- Proactive Issue Detection: Monitor network connectivity and take preventive measures to mitigate the impact of common issues such as outdated browser versions, inadequate Wi-Fi connections, and suboptimal data center selections
Note: Score and Insight are licensed separately.
Closing the Gap with the Machine Information Widget
In previous iterations, there was a gap in qualityRTC’s ability to analyze a user’s environment based on information detailing the user’s machine. To address this gap and help support staff during root cause analysis, we have introduced the Machine Information widget.
The Machine Information Widget uses the testRTC companion Chrome extension to capture critical systems information. With this information, your IT teams can visualize potential bottlenecks that negatively impact your customers, such as poor video quality resulting from high memory usage.
Welcome the New Look: A Modern Interface for qualityRTC
Alongside these other enhancements, qualityRTC has been transformed with a modern user interface. This update to a sleek design also includes the incorporation visual icons and graphs to enhance clarity and ease of interpretation.
Additionally, we’ve refreshed the color scheme to improve usability. Satisfactory results are now displayed in black, while areas requiring attention are highlighted in orange and red. This update helps users quickly identify performance issues and generally streamlines the user experience by eliminating unnecessary distractions.
qualityRTC’s Focused Start Page: Streamlined User Experience
Lastly, qualityRTC has received a new landing page, with the goal of creating a more focused and streamlined user experience. This redesign eliminates confusion and allows users to immediately engage with the necessary actions from the moment the page loads.
Altogether, the latest enhancements to qualityRTC dramatically transform your approach to network performance management. When you use qualityRTC, you can redistribute your valuable time and resources, with a renewed focus on core activities as opposed to support interventions and troubleshooting.
With qualityRTC, you can take the first step to transforming how you approach user network diagnostics. Don’t wait for WebRTC issues to impact the user experience, visit our website to learn more or contact us to schedule a demo.
