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Get Call Quality Details

Note: Available for Virtual Office Service Quality Managers only.

Has your call center been having trouble with call quality? With the Call Quality Details report, get a bird's-eye view of the overall call quality of your call center, and then quickly drill down to individual agent call quality to spot problem areas and improve service. This way, you can easily review individual call quality and consolidated MOSMean Opinion Score provides a numerical measure of the quality of human speech at the destination end of the circuit. score details in graphical format and granular detail to better resolve call quality issues in your call center.

Features

Call Quality Trend

This report captures call quality of all calls in your phone system over several days or months to better help you track changes in call quality. You can generate a report for a specific date range (daily, monthly, or yearly) in order to narrow down and find the source of irregularities in call quality. This way, you can take action to improve the effectiveness of your call center.

Features

Voice Quality Score

The definition of Voice Quality Score is based on conversation and listening MOS score. The following table has definition of the VQ Score, and the corresponding MOS Score range.

VQ Score MOS Score
Excellent 4.0-5.0
Good 3.0-4.0
Fair 2.5-3.0
Poor 1.5-2.5
Very Poor 0.1-1.5
N/A(NA) 0.0/127

The report also tracks call volume ratio and poor quality ratio.

Call Quality Details

The Call Quality reports offer individual call and consolidated Mean Opinion Score (MOS) detail in graphical format and granular detail for trouble analysis and resolution. Voice Quality Score is based on conversation and listening MOS. The MOS provides a numerical measure of the quality of human speech at the destination of the circuit.

Glossary: Call Quality Details

The following table displays some of the most important parameters in a voice quality report.

Column Description
Date Date of call.
Start Start time of the call.
End End time of the call.
QualityScore MOS quality rating. MOS measures the quality of human speech at the destination of the circuit.
IpbxId Phone system identifier.
Extension Phone system extension number involved in the call.
PeerNumber The IP address, port, and SSRC of the session peer from the perspective of the remote endpoint that measures performance.
NLR% Network packet loss ratio, in percentage.
JDR% Packet ratio discarded from the jitter buffer, in percentage. Packet Loss occurs primarily due to handling jitter.
JBN This is the current nominal jitter buffer delay in milliseconds, which corresponds to the nominal jitter buffer delay for packets that arrive exactly on time. Added latency occurs primarily due to handling jitter.
Payload RTPReal-time Transport Protocol payload indicates Codec usage.
UserAgent Endpoint device model and firmware information.
SiteLocation The originating location for the call.
PublicIP The Public IP address of origination.
RouteLocation The next location in the call path route.
RouteIP The Public IP address of next location in the call path route.

 


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