What does performance mean?
Availability of ContactWorld is only one part of the overall service delivery to NewVoiceMedia customers. Just having it available is not enough – you need to know how well it is working.
Performance to NewVoiceMedia means a consistent and reliable ability to use the ContactWorld cloud contact centre platform within acceptable timeframes. For example, it’s no good being able to make a call if the process to do that takes too long – cloud services should deliver productivity and cost efficiency advantages, not the other way round.
4.5 million tests
How many tests do NewVoiceMedia perform?
In order to confidently publicise the performance of ContactWorld, a stable and reliable dataset is required. In order to achieve this NewVoiceMedia has a total of 8 different test agents spread out across 4 different geographical areas. These agents each perform a set of 11 tests every 5 minutes.
This equates to around a test every 7 seconds, over 12,000 tests per day and over 4.5 million per year.
Each one of these tests is timed and those timings stored in a performance database. It is these timings which are used to generate alarms if performance thresholds are breached.
How does NewVoiceMedia measure performance?
The continuous testing undertaken by NewVoiceMedia measures the time to use ContactWorld in 3 specific areas:
- Call Delivery (Inbound and Outbound) and Routing
- Agent Login
The results of the tests are compared to thresholds that have been established with customer feedback to gauge whether the performance is good or acceptable, or whether there is an issue or incident. Current performance is updated in near real-time (within 20 minutes) on our site; and historical performance is available for the previous 30 days.
Long-term analysis and customer benefit
Because NewVoiceMedia have been testing and analysing performance since 2011, there is now a substantial dataset that is used to monitor the longer term trends in the performance of ContactWorld.
This data is reviewed and analysed to ensure that the infrastructure which supports ContactWorld always remains ahead of that needed to provide the level of service required by customers and to guide further investment decisions to maintain this quality of service.