As discussed in the previous article, as Mteja runs on the Internet connection that you use. Your user experience is directly influenced by the quality of Internet Connection among other aspects.

Mteja's call centre platform has certain parameters critical to ensuring a good call experience.

Below are the conditions we monitor:

Jitter: this is the variation in the time between data packets arriving, caused by network congestion, or route changes. The longer data packets take to transmit, the more jitter affects audio quality. The standard jitter measurement is in milliseconds (ms)

Symptoms of jitter include:

  • Choppy audio

  • Delayed or dropped calls

  • Static, choppy, or garbled audio

remote Inbound Jitter - refers to the caller on the mobile device, while inbound Jitter - refers to the user on the Mteja dashboard.

This is measured in the milliseconds of delay, and if the jitter is beyond 15 milliseconds delay, your call quality will degrade massively.

Packet loss: refers to when “packets” or pieces of data travelling across a network do not reach their end destination. The end result of these packets failing to reach the opposite end of the network communication leads to missing data, in a call it would lead to missing pieces of the conversation.

remote Fraction Lost - refers to the caller on the mobile device, while fraction lost- refers to the user on the Mteja dashboard.

For good audio quality, packet loss should not exceed 1%, although up to 2.5% is OK. From 5% - 10%, the audio quality will be noticeably degraded.

Round trip time: is a measurement of the time between a packet of data being sent and an acknowledgement being received for that packet from one end point to another. Round trip time is measured in milliseconds, the threshold is 300 milliseconds, above this, the audio delay adversely affects the call experience.

Where to view Jitter, Packet drop and Round trip time on Mteja

During a call, click on the call statistics hyperlink button

Scroll down the webphone tab, to see the different statistics

i) Packet Loss

ii) Jitter

iii) Round Trip Time

Lastly, the record of the call statistics is available at the end of the call when activated.

How to activate call statistics for your calls

Click on the settings icon on the webphone

Under the Advanced settings tab, check the Advanced call stats buttons

  • Off

  • On

Clicking on the Download call statistics button at the end of a call exports the statistics in an Excel file. You can send this to our support team, at support@mteja.io and we will be able to assist you.

Echo test

This test will simulate calls between your computer and Mteja and will provide an estimate of the voice quality you should expect when using our service. For the most accurate results, run this test while connected to the network that you plan to use for Mteja.

How to perform an Echo Test

Click on the settings icon on the webphone

Under the microphone settings, select the Echo Test button to initiate the test

The Echo test has the call statistics once activated

The call statistics can also be downloaded at the end of the test.

If you have any queries regarding how to determine your connection quality, reach us at support@mteja.io for assistance.

Did this answer your question?