Once a test has been completed, the agent is presented with the results. Based on the voice quality, an agent will receive a voice quality score of 0 – 5. The score is calculated by determining all of the test’s statistics and then provides human-readable explanations of test results and some suggestions, where applicable, that may help them alleviate the problem. This is done to help the agent understand the root cause of their issue while also helping them to resolve the issue.
Agents will be provided with one of three possible test results.
On getting Critical results, the agents are shown more insights and steps to improve the result.
On getting a fair result, agents are provided with fewer options to check the voice quality and a few steps to improve the same.
Getting a Good result does not show any information or insights.
Depending on the results, here are a few suggestions an agent might see: