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

When agent or application performance issues arise, vendors often request network and console logs. However, due to the intermittent nature of such issues, capturing logs at the exact moment a problem occurs is a persistent challenge. AgentNTA solves this by providing 24/7/365 Network Traffic Analytics (NTA) to help isolate and resolve network-related performance issues quickly and effectively.

As contact center supervisors increasingly rely on AI tools (such as Supervisor Copilot) to monitor and manage agent performance, having NTA readily available enhances their toolkit. When problems occur, NTA empowers supervisors with network-level insights to better understand call quality, agent productivity, and overall customer experience.

Beyond troubleshooting, AgentNTA boosts productivity by offering full network traffic visualization and metadata for audits and forensics. These features enable IT support, vendors, and business users to collaborate more effectively—driving CX excellence and helping mitigate operational technology (OT) security risks.

NTA includes key quality metrics such as jitter, packet loss, and latency for RTP and SRTP streams used by WebRTC and SIP VoIP—directly from the agent's endpoint.

AgentNTA is a downloadable ISO that can run on any desktop as a VM under Windows HyperV. It can analyze network packets from multiple sources through a VXLAN tunnel.

Features:

Network traffic analytics includes the following:

• Online network traffic dashboard
• IP metadata with QoS indicators
• IP Geolocation of top endpoints
• Quality measurement of RTP and SRTP used by WebRTC and SIP VoIP
• SIP Trunk utilization and diagnostics
• Dynamic firewall list (FireHOL)
• Alert notifications

Why Choose AgentNTA?