Voice Analytics - Quality Location and User Activity

This article is part of the Check Quality portion of the Nextiva Analytics tool.
 

Date Range

Towards the top of the page is the date range that defaults to showing the past 7 days' worth of data. 



This can be adjusted by clicking on the calendar icon.

Within the options that appear are a relative time frame and a custom time frame.  The relative option will allow you to pull data from a point in the past to the present moment.  The custom option allows for a custom start and end time.



After choosing the time frame, click the Update button to apply it.

Filters

Next to the date range, is an option to set filters for data for specific locations or users depending on what tab is selected.
 

Location View	User View

By default, all locations or all users are selected.  You can use the Remove All button to uncheck all locations or users, and then check the locations or users you wish to view call quality data for.  The data will automatically update when a change is made.

If not all locations or users have been selected the Remove All button changes to a Select All button.

MOS Performance Pie Chart

The chart that appears on the left-hand side of the page gives the percentage of calls that were rated Good (score above 3.8), Moderate (score above 3.5), and Poor (score below 3.5).



Each slice of the pie can be clicked on to pop it out from the rest of the pie for easier visualization.

The chart can be downloaded by clicking the download arrow in the upper right-hand corner.

The chart can be displayed fullscreen by clicking the fullscreen arrow in the upper right-hand corner.

End Points

The End Points chart shows the average upstream and downstream MOS score for the endpoints the customer is using.  It will show the top two endpoints, and then lump everything else as Other.





The chart can be downloaded by clicking the download arrow in the upper right-hand corner.

The chart can be displayed fullscreen by clicking the fullscreen arrow in the upper right-hand corner.

Connected Calls

The connected calls section at the bottom of the page shows the quality rating of recent calls made by the selected locations or users.



Selecting the problematic tab at the top of the section will filter out only calls with a poor rating.

NOTE: Unlike other sections of analytics the length here is listed as H:MM (hours and minutes) instead of MM:SS (minutes and seconds).