Test the setup before the customer does

Customers judge a business on the calls they have with it. When call quality drops, when the line cuts out, when words arrive muffled, their view of the business goes with it. Most of those faults start at the agent's endpoint, and the customer hears them before anyone on your side does.

Checking an agent endpoint at login catches a setup already broken. It misses the headset swapped after a break, the home network saturated mid-shift, the laptop running hot by call ten. An Agent Readiness Test works across the whole shift, not only at login.

What it is

The Agent Readiness Test is a one-minute check on the agent's endpoint. It runs automatically before every shift, and on demand any time after. The test checks network bandwidth and latency, WebRTC performance, audio quality, microphone and headset, CPU and memory load. The agent also hears their own audio the way the customer hears it, and confirms it sounds right. Every check emits telemetry, so the result is data your team can act on. 

How it works

Agent Collection, a browser extension, gathers first-party telemetry from every agent endpoint, built on OpenTelemetry: network, CPU, background noise, headset, WebRTC signals, and softphone logs. When a test flags an issue, Agent Alerts prompt the agent to self-resolve before the customer notices. When an issue needs support, it arrives with full interaction telemetry, including MOS and CPU, so IT isolates the cause fast. Results land on a dashboard of outcomes across the team, with per-agent detail.

When to run it

You set the schedule that suits your agents. The endpoint stays stable only as long as nothing changes, so the strongest results come from testing at the moments it can:

• Before every shift, automatically, so the first call starts on a clean setup.
• After a bad call, on demand, to check whether the fault sits with the agent's environment.
• On an Agent Alert, when monitoring catches an issue mid-shift and prompts a self-resolve.
• On a schedule after a break, to confirm nothing changed at the endpoint while the agent was away.

Each run takes about a minute.

Why it matters

Every test catches a fault before it reaches the customer. Agents self-resolve their own setup in the moment instead of raising a ticket and waiting, so they spend less time out of the queue. When support is needed, the telemetry is captured at the moment the issue appeared, so diagnosis starts with evidence and MTTR drops. Ops and team leads see which endpoints hold up and which repeat, across the floor, home, or a BPO. Because the metrics are yours, you hold partners to a standard with evidence you own, not their word for it.

Start with a group, not a sample

Readiness testing works when it covers a defined group in full: every agent, every shift. Sampling a random slice of the estate shows you the shape of things in aggregate. It can't answer the questions you field day to day. What happened on this call, with this agent, on this complaint. Those answers exist only when the coverage already included the agent the question lands on.

So pick a group and cover all of it. One team, one site, one BPO. Operata will have Agent Readiness Testing running across the whole group inside a week, and review the first month of results with you.

Ready to get started? Talk to us.