Analyze Call Quality in Voice Quality Metrics

Required Permissions: Voice Quality Metrics View

Filter and View Calls

Filtering calls lets you sift through all your calls and find only segments with quality issues. This helps you quickly find a specific call, or peruse all calls with issues. When you refresh the page, your filter and sort options are saved. If you leave the page and return later, you need to make your selections again.

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. From the load criteria on the top-right, select the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for calls you want to view.

    Drop-down selectors that let you view calls for a specific tenant and time range.

  4. Use the global filter to specify which types of calls you want to query from the database.

    Field Details
    Agent

    The name of the agent who handled the call.

    You can filter calls based on agent name.

    You can display this field as a column in the call list.
    Agent Name

    The name of the agent who handled the call.

    You can filter calls based on agent name.

    This data displays in the Call Details tab of the contact record.
    Agent ID

    The  ID of the agent involved in the call.

    You can filter calls based on agent ID.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Agent Console Type

    The console used by the agent to view and edit multiple records in a call.

    This is available for MAX only.

    This data displays in the Call Details tab of the contact record.
    Agent Console Version

    The version of the agent console.

    This data displays in the Call Details tab of the contact record.
    AgentLegDefault The traffic destined for agents, including agent-to-agent transfers.
    Associated Contact ID

    The contact IDClosed A unique numerical identifier assigned to each contact assigned to a call after a transfer. It remains associated with the call's previous contact ID (the Master Contact IDClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times.).

    This data displays in the Associated Contacts tab of the contact record.
    Average Bit rate (kbps)

    The average bit rate of the call.

    You can filter calls based on average their bit rate. Use the sliders to select the minimum and maximum amounts of bit rate that you want to use as a filter.

    This data displays in the Call Details tab of the contact record.

    Average Jitter (ms)

    The average amount of jitter during the call, in milliseconds.

    You can filter calls based on average jitter. Use the sliders to select the minimum and maximum amounts of jitter that you want to use as a filter.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Average MOS Score

    The average mean opinion score (MOS) of the call.

    You can filter calls based on average MOS. Use the sliders to select the minimum and maximum average MOS that you want to use as a filter.

    You can display this field as a column in the call list.

    This data displays in the Quality Details tab of the contact record.
    Average Packet Loss (%)

    The average percentage of packet loss during the call

    You can filter calls based on average package loss. Use the sliders to select the minimum and maximum amounts of packet loss that you want to use as a filter.

    You can display this field as a column in the call list.

    This data displays in the Quality Details tab of the contact record.
    Average R-Factor

    The average R-factor for the call.

    You can filter calls based on average R-factor. Use the sliders to select the minimum and maximum R-factor score that you want to use as a filter.

    You can display this field as a column in the call list.

    This data displays in the Quality Details tab of the contact record.
    Average RTT (ms)

    The average amount of data packets transferred per round-trip time in milliseconds.

    You can filter calls based on average RTT. Use the sliders to select the minimum and maximum amounts of RTT that you want to use as a filter.

    This data displays in the Quality Details tab of the contact record.
    Browser

    The browser used at the time of the call.

    This data displays in the Call Details tab of the contact record.
    BU ID

    The ID number of the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environmentwhere the call took place.

    This data displays in the Call Details tab of the contact record.
    BU Name

    The name of the business unit where the call took place.

    This data displays in the Call Details tab of the contact record.
    Business Unit

    The business unit where the call took place.

    You can display this field as a column in the call list.
    Call Duration

    The length of the call (in seconds).

    This data displays in the Call Details tab of the contact record.
    Call ID

    The ID number of the call.

    This data displays in the Call Details tab of the contact record.
    Call Score

    The score of the call, which is calculated based on its mean opinion score (MOS).

    You can filter calls based on call score.

    You can display this field as a column in the call list.

    This data displays in the Quality Details tab of the contact record.
    Cluster

    The cluster ID where the business unit is located.

    This data displays in the Call Details tab of the contact record.
    Contact ID

    The ID of the customer involved in the call.

    You can filter calls based on contact ID.

    You can display this field as a column in the call list.

    This data displays in the Quality Details tab of the contact record.
    CXone Network The average voice quality for call flow within CXone Network (for example, call flow between CXone Media servers and CXone SBCs). This only appears for SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. calls or non-WebRTC protocols.
    DB Key

    A unique call identifier. All correlated contact IDs share the same DB key.

    You can filter calls based on the DB key.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    DefaultOutbound The outbound public switched telephone network (PSTN) destined calls.
    Direction

    The call type, which can indicate the direction of the call. For example, InboundToAgent, ManualAgentOutbound, or BlindXfer.

    You can filter calls based on call direction.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Disconnect Reason

    The reason the call disconnected.

    This data displays in the Call Details tab of the contact record.
    Disconnect Time (sec)

    The amount of time (in seconds) that it took the call to disconnect after the customer or agent hung up.

    This data displays in the Call Details tab of the contact record.
    Disposition

    The dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the call.

    This data displays in the Call Details tab of the contact record.
    End Date

    The date the call ended.

    This data displays in the Call Details tab of the contact record.
    End Time

    The time that the call ended in HH:MM:SS format.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    External Network

    The average voice quality at the junction where the call moves out of CXone Network to External Network, for example, call flow between CXone SBCs and carrier or partner devices.

    SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. calls or non-WebRTC protocols.
    From

    The phone number from which the call originated.

    You can filter calls based on the originator of the call.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    InboundPOC

    The traffic destined for ACD or IVR.
    Internet Service Provider (ISP)

    The ISP the agent is connected to during the call.

    This data displays in the Call Details tab of the contact record.
    Jitter

    The amount of jitter for the call (in the CXone network or the external network).

    This data displays in the Quality Details tab of the contact record.
    Key

    A unique call identifier. All correlated contact IDs share the same key.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Line Type The origin of the call, whether it came from a VoIP line, a PSTN landline, a PSTN cell phone, or any other type of line.
    Location City

    The city where the agent is located during the call.

    This data displays in the Call Details tab of the contact record.
    Location Country

    The country where the agent is located during the call.

    This data displays in the Call Details tab of the contact record.
    Master Contact ID

    The first contact ID associated with a call. If the agent transfers the call, a second contact ID is assigned to the call (called the Associated Contact ID). If the second agent transfers the call, then the Associated Contact ID becomes a new Master Contact ID. The new Master Contact ID has a new Associated Contact ID, which correlates to the third transfer destination.

    You can filter calls based on the Master Contact ID.

    You can display this field as a column in the call list.

    This data displays in the Associated Contacts tab of the contact record.
    Media Transport

    The media transport used during the call.

    This data displays in the Call Details tab of the contact record.
    MOS

    The mean opinion score (MOS) for the call (in the CXone network or the external network).

    This data displays in the Quality Details tab of the contact record.
    NaturalCallingDialer The outbound calls initiated by Personal Connection.
    Operating System

    The OS used at the time of the call.

    This data displays in the Call Details tab of the contact record.
    OS Version

    The OS version used at the time of the call.

    This data displays in the Call Details tab of the contact record.
    Packet Loss

    The amount of packet loss for the call in the CXone network or the external network.

    This data displays in the Quality Details tab of the contact record.
    Relationship The connection between contact IDs, such as agent legClosed The portion of an interaction that takes place between CXone and the agent., patron leg, transfer leg, and recording leg.
    R-Factor

    The R-factor score for the call in the CXone network or the external network.

    This data displays in the Quality Details tab of the contact record.
    Ring Time

    The amount of time the call rang before it was answered.

    This data displays in the Call Details tab of the contact record.
    Score

    The call quality score for this call (in the CXone network or the external network).

    You can filter calls based on the call score.

    This data displays in the Quality Details tab of the contact record.
    SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. Response Code

    A code that details the status of the request.

    This data displays in the Call Details tab of the contact record.
    SIP Failure Code

    A code that indicates a request cannot be processed due to an error.

    This data displays in the Call Details tab of the contact record.
    SIP Is Dropped Code

    A code that indicates a call was dropped.

    This data displays in the Call Details tab of the contact record.
    SIP Abandoned by Originator

    A code that indicates a call was abandoned or disconnected due to an excessive wait time in the queue or a connection issue.

    This data displays in the Call Details tab of the contact record.
    Skill

    The name of the ACD skill Closed Used to automate delivery of interactions based on agent skills, abilities, and knowledgeCXone used to route the call to the agent.

    You can filter calls based on the skill name.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Skill ID

    The ID of the ACD skill CXone used to route the call to the agent.

    You can filter calls based on the skill ID.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Source Lets you specify if you want to only view agent or contact call legs.
    Start Date

    The date the call started.

    This data displays in the Call Details tab of the contact record.
    Start Time

    The time that the call started (in HH:MM:SS format).

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Team

    The name of the team the agent is assigned to.

    You can filter calls based on the team name.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    Team ID

    The ID of the team the agent is part of.

    You can filter calls based on the team ID.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.
    To

    The destination phone number that was dialed.

    You can filter calls based on the call destination number.

    You can display this field as a column in the call list.

    This data displays in the Call Details tab of the contact record.

  5. Select a time range. After selecting a time range, the contact list populates with your query. Depending on your call volume, this may take a few minutes to load the results.

  6. To only view calls with quality issues, click the drop-down arrow from the Contact ID's summary tile and select either Poor or Moderate.

  7. To find calls in the call list by specific parameters, click the Filter The Filter icon, from which you can sort and filter columns such as quality of service (QoS) metrics or call attributes and select the appropriate metrics for calls you want to see.

  8. Click the row of the contact ID you want to view. The row expands to show the individual call details.

Use Advanced Search in Voice Quality Metrics

If you've filtered the call list and cannot find a specific contact ID, an Advanced Search link appears in the list. This lets you search through all calls in the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and ignores any filter selections. It helps you find the exact contact you're looking for without resetting the filter.

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. In the free text field, enter the information you're looking for.

  4. To search beyond your selected time frame, click the Advanced Search link.

Analyze Call Quality with Voice Diagnostics

This lets you view in-depth call data at the level of individual call legs. It helps you pinpoint exactly where a call issue may have occurred in the connection. For example, you can see a breakdown of each RTP stream for the call. You can also review the call ladderClosed A diagram that provides in-depth details about a call's traffic, like individual server communications, SIP information, requested URIs, and so forth. to see which servers had connection issues.

Voice Diagnostics is an optional feature that must be enabled. Contact your CXone Account Representative for more information.

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. Filter the call list:

  4. From the list of calls, click the contact ID you want to analyze. The row expands to show the individual call details.

  5. Click the call ladder button Call ladder button. The Voice Diagnostics page opens in a new browser tab.
  6. Review the rows of call events in the Frame Viewer tab. This shows the source and destination IPs of the traffic to indicate if the issue is with CXone servers or external servers.
  7. Review the RTP streams to find segments with poor quality:
    1. Click the Media Quality tab.
    2. Expand or collapse the RTP drop-downs.
    3. Review the information and find MOS values. A value of 0-3.4 indicates poor or moderate quality.
  8. Open the call ladder:
    1. Click the Frame Viewer tab.
    2. Click the graph button Voice Diagnostics call ladder button to view the call ladder.
  9. Review the call ladder diagram to locate traffic segments with issues. This diagram shows the server infrastructure of the call, helping you pinpoint the exact connection with issues. If you found RTP streams with poor quality, you can find the same RTP segments in the diagram, labeled RTP-1, RTP-2, and so on. You can also right-click to change the data that displays.
    Call ladder diagram
  10. Continue analyzing the data to find more details or patterns like time of day or certain servers communicating poorly.

Analyze Call Quality with the Elastic Call Queuing

Required Permissions: Call Quality Explorer View

The Elastic Call Queuing is an optional feature that must be enabled. Contact your CXone Account Representative for more information.

This provides insight into the routing and how calls are connected. It displays information like call events, trunk groups, and devices. You can quickly see the sequence of events during the call, like a missing packets event or a CTI trigger event. Starting with a single contact ID, you can also track any associated IDs or where problematic events continued. If a call has associated IDs, you can also view the call's MegaLadder. This is like the call ladder in Voice Diagnostics, showing the call timeline and server traffic.

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. Filter the call list:

  4. From the list of calls, click the contact ID you want to analyze. The row expands to show the individual call details.

  5. Locate and hover over the contact ID inside the Call Details tab. A pop-up with several links displays.
  6. Click Call Quality Explorer. The explorer opens in a new browser tab.
  7. Click the contact ID in the list.
  8. Review the basic information.
  9. Click the number in the Call Events row. This opens a table showing each event, like where in the call flow there might have been missing RTP packets.
    Call Quality Explorer map
  10. Click the Traffic Type and CONTACT ID values to view traffic info and associated IDs.
  11. If the call has any associated IDs, you can view the call MegaLadder. This is similar to the call ladder available in Voice Diagnostics, showing the timeline and server traffic of the call. If you have call recording enabled, you can also view information about the recording in the last column of the MegaLadder.
    Call Quality Explorer mega ladder
  12. If there are associated IDs and you have CXone Voice Diagnostics enabled, you can click CXONEVOICEDIAGNOSTICS to open Voice Diagnostics.
  13. Continue analyzing the data to find more details or patterns like time of day or certain servers communicating poorly.

Analyze Call Quality with WebRTC Analytics

An interactive page displaying all WebRTC data. You can track basic information like the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, agent application, and locations. You can also see more in-depth data like timelines for jitter or bitrates. Bitrate is the number of bits that are transferred at a time. Higher bitrates transfer more data, but also require more bandwidth.

Your organization must have WebRTC Analytics enabled to use this feature.

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. Filter the call list:

  4. From the list of calls, click the contact ID you want to analyze. The row expands to show the individual call details.

  5. Click the WebRTC Analytics button WebRTC Analytics button. The analytics opens in a new browser tab.
  6. Review the summary information about the call at the top. This helps you decide which aspects to investigate, like a low bitrate or packet loss from incoming packets.
    WebRTC Analytics overview
    FieldDetails
    Room nameThe contact ID.
    Peer nameThe agent ID.
    OSThe operating system used by the agent.
    BrowserThe browser and version used by the agent.
    Business UnitThe business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment from which the agent handled the call.
    ClusterYour organization's CXone cluster.
    Agent Console TypeThe agent application that the agent used to handle the call.
    Agent Console VersionThe version of the agent application. This correlates with the major release of CXone.
    Network TypeThe type of network that the call happened over, like a VPN, wifi, or ethernet.
    ISPThe internet service provider of the agent.
    LocationThe agent's network location.
    Remote locationThe contact's network location.
  7. Review the notifications in the Overview section. These notifications indicate potential issues that you may want to investigate. In the example screenshot, the round trip time (RTT) for the example call has a severe issue. This is the amount of time it took for a request to travel from its origin, to its destination, then back to its origin. A good RTT measurement is below 100 milliseconds. A score above 400 may indicate that the connection was terminated.
  8. Review the channels section. This indicates the incoming and outgoing traffic. The blue arrow pointing toward the headphones indicates incoming audio for the agent. The red arrow pointing away from the headphones indicates outbound audio from the agent. This may indicate if you have download or upload speed issues.
  9. Review the timelines to see when any issues may have occurred. Bitrate and jitter display by default. You can display other data like Round trip time by clicking the timeline labels. Look for any sharp jumps or dips in the timeline. The throughput displays how much bandwidth the call is using.
  10. Click Trace to access errors logged to the console during the call.
  11. Click Advanced WebRTC Analytics to view:
    • webrtc-internals.
    • Active connections in webrtc-internals.
    • webrtc-internals API trace.

Analyze Call Recordings in Voice Quality Metrics

Your organization must have call recording set up to use this feature.

Voice Quality Metrics displays the recording in the Call Visualizer window. This lets you see the recording broken down by time duration, individual speakers, audio waveform, and so forth. You can also skip around the recording while listening. This lets you identify issues with individual participants, verify that quality issues exist, and experience how issues like jitter actually impact the quality.

While listening to a call recording, pay attention to things like:

  • Audio glitches.

  • Cut or one-way audio.

  • Lag or latency causing speakers to talk over each other.

Call recording timeline and waveform

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. Filter the call list:

  4. From the list of calls, click the contact ID you want to analyze. The row expands to show the individual call details.

  5. Click the call recording button Call Recording button. The analytics opens in a new browser tab.
  6. Review the information displayed in the visualizer, like the call duration and participants.
  7. Press the play button to listen to the recording. If you used other features like Voice Diagnostics to identify specific parts of the call with issues, click in the timeline to jump to the specific time.

Export Call Data

You can export the call list data as a spreadsheet CSV file. This file contains:

  • Data from the columns that you've selected to display in the call list.

  • Data from the contact IDs that display in the call list. If you've filtered the list, the file does not include calls you filtered out.

  1. Click the app selector and select Monitoring Gateway.

  2. Click Voice Quality Metrics.

  3. Filter the calls you want to view.

  4. Click the three dots icon Three dots icon at the top and click Export CSV.