Observe every live human agent conversation
Human Agent
Observability
Watch the audio, network, and device conditions behind every conversation, wherever human agents work. Catch issues at login, guide fixes, and validate WebRTC quality before every release.
Live call quality
MOS, jitter, and packet loss alerts
Login health checks
Guided fixes, fewer IT tickets
Root-cause evidence
Proof for every flagged call
Pre-release testing
WebRTC load and regression
Fewer disruptions
Catch quality problems before customers hear them
Know about audio, network, and device problems before customers do, and get human agents back online fast, so customers stay connected and conversations stay clear.
Faster resolution
Find the root cause of bad calls in minutes
See whether ISP performance, network bandwidth, browser configuration, or hardware caused a quality drop, and give IT and vendors the evidence to fix it, reducing handle time and repeat calls.
Confident releases
Cut WebRTC regression testing from weeks to hours
Automate WebRTC load, stress, and regression testing in CI/CD, then rerun the same tests on a schedule after launch, so new features ship with confidence and keep working for customers.
Live monitoring
Spot call quality drops the moment they start
Customers often hear problems before dashboards show them. Collect call quality data from every live session in one dashboard, set limits for MOS, jitter, packet loss, headset compliance, and Wi-Fi use, and alert teams via email, webhook, or Slack.
- Passive data from every live session
- Top issues surfaced in one dashboard
- MOS, jitter, and packet loss limits
- Headset compliance and Wi-Fi rules
- Alerts via email, webhook, or Slack
Network readiness
Fix connectivity issues before they reach IT
Simple issues shouldn’t wait in an IT queue. Automatically check network, ISP, browser, headset, and workstation at login. When a threshold breaks, playbooks guide human agents through the fix, and an on-demand test scores their network.
- Automatic health check at login
- Network, ISP, browser, headset checks
- Playbooks triggered at each threshold
- Network score with fix recommendations
- Fewer escalations to IT
Root-cause evidence
Prove exactly what happened on any call
When a call goes wrong, IT needs evidence, not guesses. Isolate network, device, and browser causes on demand, correlate quality drops with environment changes, and hand vendors MOS, jitter, packet loss, and WebRTC logs.
- On-demand network and device tests
- Network, device, and browser causes isolated
- Quality drops tied to environment changes
- Downloadable WebRTC logs and metrics
- Evidence your vendor can act on
Call Quality Validation
Validate WebRTC quality before every release
Manual regression can’t keep up with every release. Simulate real users, browsers, and networks with load, stress, and regression tests in CI/CD, then rerun them as scheduled production checks that alert when media quality falls below SLA thresholds.
- Real users, browsers, networks simulated
- Load, stress, and regression testing
- Automated in your CI/CD pipeline
- Tests rerun as production checks
- Alerts when quality falls below SLA
Why Cyara
See every call the way customers see it
Remote and hybrid work hides call quality problems in home networks, headsets, and browsers. Cyara watches the conditions behind every human agent conversation, before launch and in production, across any CCaaS platform.
| Capability | An Alternative Solution | Cyara Human Agent Observability |
|---|---|---|
| Live call quality | CCaaS call-quality dashboards show platform averages, not what each human agent and customer heard. | Monitors MOS, jitter, and packet loss on every live conversation, with alerts when limits break. |
| Human agent readiness | IT tickets and human agent self-reporting surface problems only after calls drop and human agents go offline. | Checks every workstation at login and guides human agents through fixes, with fewer IT tickets. |
| Root-cause evidence | Traditional observability tools log server health, not the home network, headset, or browser behind a bad call. | Isolates network, device, and browser causes and exports MOS, jitter, packet loss, and WebRTC logs. |
| Pre-release validation | Manual and traditional load testing cover a few browsers and networks, and regression cycles take weeks. | Automates WebRTC load and regression testing in CI/CD, then reruns tests as production checks. |
| Platform independence | Vendor-native monitoring sees only its own platform, and its view resets when you migrate. | Integrates with all major CCaaS, UCaaS, CRM, and helpdesk providers, keeping one standard through every migration. |
Proven at enterprise scale
Measure the impact
on every conversation
Proven impact from Cyara human agent observability and testing.
Up to 93%
Less agent troubleshooting time
100%
Automated browser regression testing
Over 80%
Reduction in support tickets
Independent AI agent oversight
AI Agent Observability
Go from the conditions behind every conversation to the quality and compliance of the conversation itself. Score every live AI agent interaction, with turn-level evidence when something goes wrong.