Voice Analytics - Quality Summary View
The landing page for check quality is the Summary view. This view gives a snapshot of the whole account's call quality rating.
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.
Averages
Just below the calendar is a section that shows the Average MOS scores for the account over the time range.
This will break down the total average, then the upstream MOS and the downstream MOS.
MOS Performance Chart
The chart that appears on the left-hand side of the page is a visual representation of the averages. It also contains visual markers for what is considered Good, Moderate, and Poor.
The chart can be downloaded by clicking the download arrow in the upper right-hand corner.
The chart can be displayed full screen by clicking the full-screen arrow in the upper right-hand corner.
Daily MOS Trend
The Daily MOS Trend graph shows the Daily average MOS scores over the period set in the date range. Be aware that this graph scales the chart to range between the lowest and highest MOS scores and does not show it scaled from 0 to 5.
The chart can be downloaded by clicking the download arrow in the upper right-hand corner.
The chart can be displayed full screen by clicking the full-screen 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 full screen by clicking the full-screen arrow in the upper right-hand corner.
Needs Attention
The needs attention section shows the number of calls within the report timeframe that were below a MOS score of 3.5.
Geo Location - This is the Nextiva server used for the call(s). If you only have one location, all your phones should be utilizing the same server.
Calls - The number of calls that had a low score
Up MOS - The upstream MOS score, from your phone to the Nextiva server.
Down MOS - The downstream MOS score, from the Nextiva server to your phone.