Overview: Best Practices for Agent Device and Network Requirements

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This article provides a basic overview of the best practices for using as it relates to your devices and your desk set up.

Device Best Practices

Operating System: Windows 10 or 11, Mac OSX 10.14, ChromeOS (Latest)

Browser: Google Chrome (latest version)

Memory: Minimum 4 GB of RAM

(Recommended 8GB to support multiple applications outside of Edify)

Processor: Intel i5 / AMD Ryzen 5 processor

If using our webRTC phone: a speaker and microphone (or headset) is required.
Edify’s CX/EX platform is only supported on our Windows or MacOS Desktop Application and Google's Chrome desktop browser.

If using the Avaya.cx WebRTC via the browser for voice channels, it is not recommended that you use a Virtual Desktop Infrastructure (VDI). If you are using VDI, you should use a separate hard phone and SIP connection for your voice channel to the agent.

Network Best Practices

You'll need to make sure that you have enough bandwidth to support the number of simultaneous calls you expect your agents to make and/or receive. The bandwidth used is 100 kbps per phone call (upstream and downstream). It is important to note that this number is only for the audio traffic.

Other actions in the system will send/receive data, so additional  bandwidth is required. Also, other tabs and/or applications the agent may have open, such as email or CRM will be consuming bandwidth as well. 

While it's not possible for us to say exactly what you might need, a rough rule of thumb is 1 Mbps per person sharing the connection is a good start. For example, if there are 100 people in your office, we recommend 100 Mbps symmetrical connection.  Have your IT team determine if your network can support this. (It is crucial to have adequate download and upload bandwidth for the number of users).

To help Customers more easily manage their internal network settings, some of the system's services are able to operate from a fixed set of IP Addresses. 

It is highly recommended that Customers white list these IP Addresses on their networks. 

Reach out to Support@avaya.cx to receive the list of IP Address to white list.

Overall network latency best practices

In WebRTC (Web Real-Time Communication), the ideal or "normal" latency for voice to work properly typically falls within the range of 20 to 150 milliseconds, although the specific acceptable range can vary depending on the application and use case. Lower latency values are generally preferred for a more real-time and natural conversation experience.

Here are some general guidelines for latency in WebRTC voice communication:

• Below 50 milliseconds: This is considered excellent and is suitable for applications where real-time communication is critical, such as online gaming and video conferencing.

• 50 to 100 milliseconds: This range is still very good and should provide a seamless experience for most users in typical voice and video communication scenarios.

• 100 to 150 milliseconds: While still acceptable for many use cases, you may start to notice a slight delay in conversations. It may not be ideal for highly interactive applications but can work well for general voice communication.

• Above 150 milliseconds: Latency above this threshold can lead to noticeable delays and may impair the quality of the conversation. It's important to optimize your network and server infrastructure to reduce latency in this case.

Work From Home (WFH) best practices

For Work From Home (WFH) Contact Center agents using WebRTC for voice communication, the acceptable latency can vary depending on several factors, including the nature of the customer interactions, the expectations of the customers, and the specific ISP being used. However, here are some considerations:

• Low Latency is Preferred: In a CCaaS environment, especially for tasks like customer support or sales calls, lower latency is generally preferred to provide a more natural and responsive conversation. Aim for latencies below 150 milliseconds, with a target of 50 to 100 milliseconds for optimal performance.

• Impact of Task Type: The nature of the interactions can influence the acceptable latency. For example, if agents are primarily handling text-based chat or email interactions, slightly higher latency may be acceptable. However, for voice calls, lower latency is crucial to maintain a conversational flow.

• Customer Expectations: The expectations of your customers play a significant role. If your customers are accustomed to high-quality, low-latency voice interactions, meeting those expectations is essential for customer satisfaction.

• Network Conditions: The quality and reliability of the agents' internet connections and their home network infrastructure can affect latency. Agents should have a stable and high-speed internet connection to minimize latency.

• Hardware: The quality of the agents' hardware (headsets, microphones, computers). Using modern, optimized hardware can help reduce latency.

• Real-Time Monitoring: Consider implementing real-time monitoring and testing tools (such as: https://truiem.com/ ) to continuously assess and optimize latency for WFH CCaaS agents.

In summary, while there isn't a fixed "normal" latency for WFH CCaaS agents using WebRTC, it's essential to aim for low latency, especially for voice interactions, to ensure a seamless and responsive customer experience. Monitoring and adjusting latency as needed based on the specific requirements and customer feedback is a good practice in this context.

Home wifi best practices

Setting up a robust Wi-Fi network for Work From Home (WFH) or remote work is crucial for maintaining productivity and connectivity. Here are some best practices for a reliable WFH Wi-Fi setup:

• High-Speed Internet Connection: Invest in a high-speed, reliable internet connection with sufficient bandwidth for your work tasks. Check with your internet service provider (ISP) to ensure you have an appropriate plan.

• Use a Quality Router: Invest in a good-quality Wi-Fi router that can handle multiple devices simultaneously. Look for routers with 802.11ac or 802.11ax (Wi-Fi 5 or Wi-Fi 6/6E) standards for improved performance and coverage.

• Optimize Router Placement: Place your router in a central location within your home to ensure even coverage. Avoid placing it in enclosed spaces, behind furniture, or near electronic devices that could interfere with the signal.

• Secure Your Wi-Fi Network: Enable WPA3 encryption or the highest available security protocol to protect your network from unauthorized access. Use a strong, unique password for your Wi-Fi network.

• Separate Work and Personal Networks: Set up separate Wi-Fi networks for work and personal use, if possible. This helps maintain security and prevents personal devices from interfering with work-related tasks.

• Quality of Service (QoS) Settings: Configure QoS settings on your router to prioritize work-related traffic, such as video conferencing and file transfers, over less critical activities like streaming or gaming.

• Firmware Updates: Keep your router's firmware up to date. Manufacturers often release updates that improve performance, security, and stability.

• Mesh Wi-Fi Systems: If your home has dead zones or multiple floors, consider using a mesh Wi-Fi system. These systems consist of multiple access points (nodes) that work together to provide seamless coverage throughout your home.

• Band Selection: Most modern routers support both 2.4GHz and 5GHz bands. Use the 5GHz band for work devices when possible, as it offers faster speeds and is less susceptible to interference.

• Guest Network: If your router supports it, set up a separate guest network for visitors to use, so they don't have access to your primary network.

• Network Monitoring: Use network monitoring tools to keep an eye on your network's performance and troubleshoot issues quickly.

• Wired Connection When Possible: Whenever possible, use a wired Ethernet connection for critical work devices, such as your computer or VoIP phone. Wired connections are generally more stable and faster than Wi-Fi.

• Regular Reboots: Occasionally reboot your router to refresh its settings and clear any temporary issues.

• Tech Support: Save the contact information for your ISP's tech support in case you encounter persistent connectivity problems that you can't resolve on your own.

By following these best practices, you can create a reliable and efficient Wi-Fi setup for remote work, ensuring that your internet connection remains stable and responsive for all your work-related tasks.