Recently CounterPath introduced the Stretto User Experience Metrics Module. As part of the team here at CounterPath that worked so hard to create this module, I’d like to explain why we think this module is so exciting.
With this module, administrators can gain a deep insight into their user’s experiences, and leverage that information to proactively react to issue in their networks. The User Experience Metrics module consists of two elements -- Voice Quality Monitoring and Analytics -- which when combined empower administrators with new insights.
What is VQMon?
VQmon (Voice Quality Monitoring) is a royalty bearing library now available from CounterPath that reports, in a standard way, the quality of each call. This information is saved to a VQmon reporting server, allowing Enterprises and Service Providers to monitor compliance with their Service Level Agreements, their internal quality goals and to resolve issues for their users. VQMon data provides a snapshot about each call as to how the user perceived the call.
What are Analytics?
Analytics provide information about each software client, such as whether it is a PC, or a mobile phone. It can tell you if it is an iPhone 4 running iOS 7, or an Android running 4.0. It can even tell you how many calls were made by 3g or WiFi, or if the users have any network issues such as One Way Audio.
How can VQmon and Analytics take your UC from ordinary to extraordinary?
VQmon and Analytics are offered by CounterPath as part of the Stretto Platform solution (Provisioning Support > User Experience Metrics Module).
CounterPath’s User Experience Metrics module combines these collections of data into reports.
So how can VQMon and Analytics be used in the real world?
Jane calls Bob complaining that calls for her staff seem to be of poor quality, especially during the morning briefing.
Bob quickly doubled checked the VQMon’s dashboard, which showed that there is an average of MOS Score of 3.8, which is well above the quality goals the company set out for Voice Calls. Bob then uses the filtering feature of the Dashboard to highlight Jane’s team, and the time that Jane mentioned they seemed to have a lot of issues. Bob sees that the MOS score for this group is lower, 3.7. This is still a good MOS score as an average, but lower than normal.
Using the Call Cloud feature, Bob can see that there are a few outliers that have very low scores. And then using the drill down feature, Bob can see that these calls do include Jane and some members of her staff, and that the low calls all appear to happen at certain times of the day, around 9 am.
Bob drills down further to the details about the devices making the calls, the networks they are using, and the codecs. He can see that they are all mobile devices, which are using a Wi-Fi network that is outside of the office, and that they are using a codec that does not perform well in those circumstances. Bob can then export the information from Stretto and look up the IP address the calls are coming from, and he can see that the calls are coming in from a coffee shop across the street.
Bob then modifies his network to use a codec better suited to a congested network, and he pushes an update those users configuration via his Stretto provisioning server, and that problem is solved.
Being proactive, Bob uses the new Tagging feature to add a tag to each of the people in that group, so that he can easily check on the group over time to make sure his fixes are working.
During his investigation, Bob also noticed that Jane was having some one-way audio issues that Jane had not reported, all from Jane’s home office IP. Again, using the Stretto provisioning system, Bob was able to adjust Jane’s network transversal settings so that the One Way audio was fixed when she was working from home, fixing the issue before Jane even reported it.
For more information about CounterPath’s Stretto server platform, visit: www.counterpath.com/stretto
More information about VQmon and analytics solutions, visit: www.counterpath.com/counterpath-releases-client-and-server-add-ons-that-enhance-enterprise-over-the-top-solutions