Avaya recommends the following network latency characteristics when the agent experience is in a VDI environment.
Table 1: Network latency experience
Latency |
Avaya |
< 50 ms |
Great |
50 < 100 ms |
Acceptable |
100 < 150 ms |
Degraded |
> 150 ms |
Not acceptable |
To improve the agent and customer experience in a VDI environment, increase the Redirect on No Answer (RONA) timer value in Avaya Experience Platform™ On-Prem using the following recommendations:
Table 2: RONA timer values
Latency |
RONA timer |
< 40 ms |
Do not change. |
40 < 80 ms |
Do not change. |
80 < 150 ms |
Increase by 1 second. |
150 < 300 ms |
Increase by 2 seconds. |
> 300 ms |
Increase by 3 seconds. |
The network latency between the agent desktop and Media Processing Core of Avaya determines the agent audio experience. Agent audio experience is independent of the VDI server. Network latency impacts call signaling and call setup.
