Use the Call Quality Explorer Report

Required security profile permissions: Call Quality Explorer View

Complete the associated NICE inContact Support certification training to access this report.

  1. In the Reporting application, click Prebuilt ReportsCall Quality Explorer.
  2. Enter the Contact ID(s) associated with the interactions you want to analyze, delimited by spaces or commas, and click Search.

  3. Click the row of the interaction you want to view.

  4. If you want to view the Empirix ladder or Mega ladder for the interaction, click the contact ID and then either EmpirixLadder or MegaLadder. The data opens in a new browser tab.
  5. Click the traffic type to view more information about the call type.

  6. Click the agent ID to view additional agent associations.

  7. To view details about events that occurred during the interaction, click the call events link. Hover over an event with your cursor to see more information about it.