Network Traffic Analytics (NTA) is an operational analytics for contact center (CC).

As network is an integral part of CC, NTA reduces the time of finding the root cause of application and network performance issues as experienced by CC agents. This reduces frustrations to agents and improves customer experiences (CX). Besides problem solving, NTA elevates productivity. It provides network traffic visualization and metadata for network audit. These features enable IT support staff , vendors and business users to collaborate effectively to drive CX excellence and mitigate operational technology (OT) security risks.

Agent NTA is a VM running on Windows 10/11 Hyper-V. Using traffic mirroring, it non-intrusively analyzes every network packet of agent’s Internet traffic. Analytics includes online network traffic dashboard, IP metadata with QoS, geo-location, dynamic firewall list (fireHol), and notifications.