Nextiva Voice Analytics - Check Quality
Article 000001672 · Updated Nov 7, 2025 · 3,225 views
What is Call Quality?
The Quality or Check Quality section of Nextiva Analytics allows a customer to see how Nextiva's system rated the call based on the average latency, jitter, and packet loss that occurred during the call. This data is released as a Mean Opinion Score (MOS) ranging for a scale of 1 to 5, where 1 is the lowest rating and 5 is the highest.
Nextiva uses the following Mean Opinion Score (MOS) values for call quality:
| MOS Range | Rating | Description |
|---|---|---|
| >3.8 | Good | The overall call would be fully understandable with little to no audio issues. |
| 3.5 - 3.8 | Moderate | The overall call would have some moments where the audio was garbled or not understood. |
| <3.5 | Poor | Most of the call would have audio issues, including segments where audio may have dropped entirely. |
Access Call Quality
Call quality can be accessed through Nextiva Analytics by either clicking the Quality tab at the top of the page or clicking on the Check Quality button from the landing page.
Sections
There are 5 tabs you can use to pull data from in the Call Quality portion of Analytics:
- Summary View - Provides an account-wide summary of call quality
- Location - Provides the ability to filter data by location.
- User Activity - Provides the ability to filter data by location.
- Calls - Provides a breakdown of quality for individual calls.
- Quality Adoption & Usage - This shows the breakdown of active users (users with registered devices) and the devices used.
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