PumpCX Telemetry for Call Quality Monitoring and Remote Agent Experience
Monitor every call and every remote agent in real time.
PumpCX Telemetry provides continuous, evidence-based visibility into call quality and agent connectivity so CX, IT, and operations teams can identify, diagnose, and address experience degradation before it impacts customers or productivity.
Call Quality Monitoring for Modern, Distributed Contact Centers
As contact centers shift to hybrid and remote operating models, experience risk increasingly sits outside the data center. Home networks, ISPs, VPNs, devices, and local system constraints introduce variability that traditional monitoring tools cannot reliably observe.
PumpCX Telemetry closes this gap by capturing and correlating call quality, network, and agent context data for every interaction, providing a defensible view of what customers and agents actually experience.
What Is PumpCX Telemetry?
PumpCX Telemetry is a purpose-built call quality monitoring and agent experience telemetry solution for modern contact centers. It captures granular metrics from live interactions, correlates them with agent and network context, and surfaces actionable insights to support rapid intervention, root-cause analysis, and ongoing assurance.
End-to-End Call Quality Monitoring
PumpCX Telemetry measures call quality across every interaction and endpoint.
- Detailed mean opinion score (MOS) for each call
- Real-time network metrics including jitter, packet loss, round-trip time, and throughput
- Endpoint resource indicators such as CPU and memory utilization
Deep Insight into Remote Agent Experience
Remote agents introduce experience risk that is often invisible until performance drops or customers complain. PumpCX Telemetry captures the full context of each agent session to support timely and proportionate intervention.
- Agent location and Internet service provider (ISP)
- Network performance characteristics for each agent connection
- Automated agent feedback prompts triggered when degradation is detected
Native Support for Leading CX Platforms Like Genesys & AWS Connect
PumpCX Telemetry provides consistent call quality assurance across platforms and vendors.
- Native support for Genesys Cloud, Genesys Multicloud (WebRTC and SIP) and AWS Connect
- Vendor-neutral telemetry that operates across heterogeneous CX environments
- Consistent metrics and reporting regardless of platform architecture
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Make Agentic AI in CX a Competitive Advantage. Not a Risk.
Test every journey. Trust every outcome. Assure every release.
Learn how PumpCX is empowering enterprises to deploy Agentic AI and CX with confidence. Talk to a PumpCX expert to learn more or request a demo.
Benefits of PumpCX Telemetry for Contact Center and CX Teams
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Improved CX
Identify and resolve call quality degradation before it becomes widespread or customer-facing
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Elevated Agent Productivity
Detect and mitigate environmental constraints affecting remote and hybrid agents
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Faster, Evidence-Based Troubleshooting
Reduce time to resolution with precise telemetry and correlation across calls, agents, and networks
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SLAs, Compliance, & Audit Readiness
Support SLA and compliance requirements with objective evidence of call quality and network performance over time
How PumpCX Telemetry Works
Real-Time Issue Detection and Root Cause Analysis
PumpCX Telemetry continuously analyzes live interaction data to detect degradation and support rapid diagnosis.
Continuously evaluates call quality and agent context as interactions occur
Detects degradation as it emerges rather than after customer impact
Identifies likely root causes such as network instability, ISP issues, or endpoint resource constraints
Provides actionable insight to support agent coaching, reassignment, or technical remediation
Telemetry Data Enrichment for SIP Softphones
For Windows-based SIP softphone environments, PumpCX offers an advanced telemetry data enrichment and high-availability capabilities
Runs locally on the agent desktop to enhance captured telemetry.
Adds detailed performance and network attributes not available from the softphone alone.
Streams enriched telemetry to multiple PumpCX instances and SIP RTCP-XR–compatible destinations, including Oracle EOM.
Flexible Data Export and Integration
PumpCX Telemetry integrates with enterprise observability and operations tooling.
✓ Republishes call quality and telemetry data to Splunk for centralized analysis.
✓ Generates SNMP traps for integration with network and infrastructure monitoring platforms.
✓ Supports multi-destination data feeds to meet enterprise reporting and governance requirements.
PumpCX Telemetry Works in Any CX Environment
Vendor-independent assurance across global CX environments. supporting leading contact center, digital, and AIplatforms. Built for complex, regulated, enterprise ecosystems.
Make Agentic AI in CX a Competitive Advantage—Not a Risk
Test every journey. Trust every outcome. Assure every release.
Learn how PumpCX is empowering enterprises to deploy agentic AI and CX with confidence. Complete the form below to request a demo.
Frequently Asked Questions about PumpCX Telemetry
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PumpCX Telemetry helps contact centers identify and fix call quality and remote agent experience issues caused by networks, devices, and cloud platforms, enabling businesses to deliver consistently clear, reliable conversations.
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PumpCX Telemetry can be used with any contact center platform or vendor. It natively supports AWS Connect, Genesys Cloud, and Genesys Multicloud (WebRTC and SIP), and also feeds data to tools like Splunk and Oracle EOM.
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Yes. PumpCX Telemetry captures agent network conditions, ISP, and device performance, prompts agents for feedback when issues occur, and gives supervisors the insight they need to resolve or mitigate poor experiences.
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Telemetry data and call quality reports can be re-published to Splunk, streamed to SIP RTCP-XR compatible destinations, and exposed via SNMP traps for integration with network and infrastructure monitoring systems.