In our industry of Digital Experience (DEX) monitoring Internet bandwidth speedtest is used to assess and monitor the connection of remote workers. This is especially critical for agents in the Unified Communication as a Service (UCaaS) space that offer customer-facing call center services. Any dropped call or poor voice quality translates to bad customer experience and lost revenue as well as lower customer satisfaction ratings.
Many UCaaS platforms, such as Five9 and MS Teams, have tools that can assess a remote worker’s connection. Among other metrics, they use Internet bandwidth speedtest to verify if a worker’s home ISP connection meets their minimum requirements.
These kinds of tools are used usually as an one-time assessment during onboarding of new call center agents or during troubleshooting once an agent starts experiencing issues with their connection and call quality. The issue with this approach is that it’s not scalable and does not offer any historical data points for each individual agent’s Internet connection.
Scalable Bandwidth Speedtest
NetBeez DEX monitoring works by installing a software endpoint on each call center agent’s laptop. The endpoint runs continuously and collects metrics about the user’s internet and LAN connection that include gateway latency, DNS/HTTP response time, and Internet bandwidth speedtest.
Here we can see how an NDT speedtest is presented on the NetBeez dashboard running every three hours on thousands of call center agents.
For each run we see the average upload, download, and latency measurements. If we select a specific run, we can see a 2-D plot of all the data points sorted and associated with each agent’s ISP provider.
On a plot like this one, the focus should be on the users that are closer to the bottom left of the plot, where their upload and download speeds are in the single digits. If we zoom in we can see which users might not be meeting their minimum requirements and what is their ISP.
For a specific user, we can drill down even further and see a timeline of their network speed performance over time. For example, we see below that starting on 9/4/2023 at 8:03:01 PM this user saw a significant degradation in their download speed from 45.50 Mbps down to 4.62 Mbps. During that time their upload and latency speeds remained close to their baseline of 5 Mbps and 27 ms.
With the NetBeez agent running continuous tests and keeping historical on the dashboard, we are able to track the beginning of this issue, understand if it is intermittent or not and be able to help agents identify the source of their poor audio quality. With this NetBeez enables scalable remote DEX monitoring and proactive detection of issues as well as historical information for troubleshooting.