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Round trip time for data - The latency measured as the time for a packet to go to a destination and back.
During a VoIP call, an agent’s softphone reports an RTT of 80 ms, ensuring clear, low-latency audio.
Round Trip Time (RTT) is a key network performance metric that measures the total time it takes for a data packet to travel from the source (e.g., an agent’s softphone) to a destination (e.g., the CCaaS media server) and then return to the source. In contact-center environments, RTT directly impacts voice quality, real-time chat responsiveness, and overall customer experience.
High RTT can introduce noticeable delays in voice communications, leading to talk-over issues, muffled responses, and diminished call clarity. Industry guidelines recommend keeping RTT under 150 ms for VoIP services, ideally below 100 ms, to maintain natural conversation flow. To monitor and optimize RTT, contact centers often use network monitoring tools and quality-of-service (QoS) policies that prioritize real-time traffic and mitigate latency spikes.
By actively measuring and managing RTT, CCaaS providers and IT teams can ensure agents experience consistent, low-delay connections, which in turn reduces call handling times, improves customer satisfaction, and upholds service-level agreements (SLAs).
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