What is Agent Readiness Test

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.

Why Agent Readiness Matters

1. First Impressions Are Everything
   Sub-par audio or a disconnected integration can erode customer trust within seconds. The Agent Readiness catches these problems proactively before the first greeting.
   
   
2. Reduced Downtime & Escalations
   Instead of discovering issues mid-call, Agent Readiness Test empowers agents to identify and address audio or connectivity issues upfront, eliminating the need for many escalations, abandoned calls, repeat contacts and avoiding customer, agent, and IT frustration.

How Operata’s Agent Readiness Tests Work

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.

What's included?

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:

• Network Latency & Jitter: Verifies sub-100 ms round-trip times.
• Audio Chain Validation: Confirms microphone and headset passthrough levels, as well as echo cancellation.
• Softphone & API Connectivity: Tests SIP registration and CRM/API webhooks.
• Browser & Extension Status: Ensures any required browser plugins or reporting extensions are active.

Real-Time Feedback & Remediation.

The timeline view in the dashboard lets Ops and QA teams:

• Track test frequency and pass/fail trends over days or weeks
• Drill into specific test details (e.g., “Which agents in APAC are hitting high jitter?”)
• Correlate readiness failures with downstream call metrics (ASA, FCR, CSAT)

By identifying and resolving potential technical issues upfront, organizations can significantly reduce escalations, improve first-call resolution rates, and drive customer satisfaction. 

Key Benefits & Use Cases

1. New-hire Ramp-Up
   Automate the validation of every desk and softphone during onboarding to reduce the number of technical support tickets in the first week.
   
   
2. Work-from-Home Assurance
   Surface home network instability before it impacts live calls and prompt agents to switch to wired Ethernet or adjust Wi-Fi channels.
   
   
3. Post-Issue Verification
   After a customer reports an audio glitch, agents can rerun an Agent Readiness Test to confirm whether the fault is device or network-related versus customer-side.
   

Next Steps & Call to Action

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.

1. Book a Demo: Experience a live run-through of Operata’s Agent Readiness Test.
   
2. Explore Our Playbooks: Deep-dive into the Agent Readiness Test API and other assurance features
3. Check out the full release here
   

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