Discover how Agent Readiness Tests deliver quick, automated checks to ensure a 5-star Agent Experience before every customer interaction. Learn how Operata’s solution helps contact centers prevent issues before they impact CX.
Operata’s Agent Readiness Test is an end-to-end, automated pre-interaction check that validates every critical aspect of an agent’s setup, including application routing, device configuration, network connectivity, browser compatibility, headset functionality, and more. All before they answer a customer call. It enables an agent to self-invoke a quick, one-minute test call, which can identify potential issues early and provide agents with real-time “self-fix” guidance, ensuring a consistent 5-star experience on every interaction.
If you are an existing Operata customer, then your agents are already using our Agent Copilot. Agent Readiness Test is delivered through this.
As the test runs, Operata notifies the agent of any self-fix issues, such as network performance, connection type, PC load and even microphone selection.
A dedicated Agent Readiness Test dashboard shows a timeline view of all tests, including a measured audio performance score and key technical insights that together form a pass/fail metric.
A Multi-Parameter Health Check
Before an agent even says “hello,” Operata’s Agent Readiness Test runs a thorough, multi-parameter health check to ensure every technical component of the call path is operating optimally, checking:
Real-Time Feedback & Remediation.
The timeline view in the dashboard lets Ops and QA teams:
By identifying and resolving potential technical issues upfront, organizations can significantly reduce escalations, improve first-call resolution rates, and drive customer satisfaction.
The Agent Readiness Test is part of the CX Assurance suite, alongside CX Heartbeat and Performance Testing. These three powerful capabilities are now Generally Available within the Operata CX Observability platform.
Customers on Enterprise and Enterprise+ plans can use any or all of these services for a simple, unified per-minute charge, with volume-based pricing options.