Voice Quality Metrics

Voice Quality Metrics is an application for near-real time monitoring of the quality of voice calls in CXone. You can use the application to monitor SIP Closed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. This provides you with additional data such as the Internet Service Provider (ISP), location, average bit rate, average RTT, and other unique data specific to the WebRTC protocol. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs.

Voice Quality Metrics uses quality metrics and data from a variety of sources, including:

  • Voice metrics from the CXone voice network collected via monitoring probes. The metrics include MOS, R-factor, jitter, and packet loss for each contact ID.

  • Quality of service measured for both the CXone network and the external network, making it easier to determine the source of voice quality issues. An overall average call quality is also provided for each contact ID.

  • Call-related data from the ACD that includes information such as agent name, skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, contact IDs, call disconnect reasons, and so on.

  • References to associated contact IDs, including agent leg and customer leg. Transfers and recordings are also provided for a comprehensive view of the customer experience.

  • User filter capabilities to determine quality of service performance by business segment, including team, skill, POC, or agent.

Voice Quality Metrics allows you to access a SIP ladderClosed A graph that provides details about a call that can be helpful when troubleshooting call issues. for each call using  the CXone Voice Diagnostics. You can use this information to help with troubleshooting.

Call Quality

One of the primary methods of assessing call quality is the call score. A score is assigned to each contact ID. Voice Quality Metrics calculates the score based on its Mean Opinion Score (MOS). The MOS is a numeric score given to each call as a way of indicating the quality of the call from the user's perspective. This score is calculated using transport data gathered from the media streams (upstream and downstream). The data include bandwidth, jitter, latency, and packet loss.

Voice Quality Metrics uses these standards to define call quality for each contact ID:

4.3 to 5.0 Green, for which you get excellent call quality Green Excellent

3.5 to 4.2

Blue, for which you get good call quality Blue

3 to 3.4 Orange, for which you get moderate call quality Orange Moderate
0 to 2.9 Red, for which you get poor call quality Red Poor