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Voice Quality Metrics is a tool you can use for near-real-time monitoring of the quality of voice calls in CXone. You can monitor call quality for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, for your customers, or both. If there are problems with voice call quality, you can use Voice Quality Metrics for troubleshooting.
Voice Quality Metrics uses quality metrics and data from many sources, including:
- Voice quality metrics from the CXone network probes, including MOS, R-factor, jitter, and packet loss for each contact ID. This information is available within one hour of a call disconnecting.
- Voice quality details at the
- Contact ID and individual call leg level data for both the CXone network and the external network. In this context, the external network is the junction where a voice call leaves the CXone network.
- Call-related data from the ACD that includes information such as agent name, skills, contact IDs, call disconnect reasons, and so on.
Voice Quality Metrics allows you to access a SIP ladder A graph that provides details about a call that can be helpful when troubleshooting call issues. for each call using 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:
| MOS | Color Coding | Call Quality |
|---|---|---|
| 0 to 2.9 | Red | Poor |
| 3 to 3.4 | Orange | Moderate |
| 3.5 to 4.2 | Green | Good |
| 4.3 to 5.0 | Green | Excellent |
Click for more information about jitter
In networking, jitter refers to small, intermittent delays during data transfer. Many things can contribute to jitter, including network congestion, network collisions, and signal interference. A jitter value greater than 99ms can result in packet loss, which can mean lower voice quality.
| Jitter (ms) | Color Coding | Call Quality |
|---|---|---|
| 0 to 30 | Green | Excellent |
| 31 to 99 | Green | Good |
| 100 to 149 | Orange | Moderate |
| 150+ | Red | Poor |
Click for more information about packet loss
In networking, packet loss happens when a transmitted packet doesn't reach its destination. Routers or switches can drop packets due to network congestion. Packets can also be discarded by the jitter buffer. The more packet loss a call experiences, the lower the call quality.
| Packet Loss (%) | Color Coding | Call Quality |
|---|---|---|
| <1 | Green | Excellent |
| 1.1 to 2.9 | Green | Good |
| 3 to 5 | Orange | Moderate |
| >5 | Red | Poor |
Click for more information about R-factor
In networking, R-factor is another measure of call quality that Voice Quality Metrics considers. R-factor is calculated based on factors such as jitter, delay, and packet loss.
| R-Factor | Color Coding | Call Quality |
|---|---|---|
| 90 to 100 | Green | Excellent |
| 80 to 89 | Green | Good |
| 70 to 79 | Orange | Moderate |
| 0 to 69 | Red | Poor |