Interpreting Call Quality Reports in Analytics

1. Accessing Call Quality Reports

1. Log in to NICE CXone: Use your credentials to log in to your NICE CXone account.

2. Navigate to the Analytics Section:

   • Go to the Analytics or Reports section from the main menu.

3. Select Call Quality Reports:

   • Look for reports labeled as Call Quality, Voice Quality, or similar. These reports may be under a broader category like Interaction Analytics or Performance Analytics.

2. Understanding the Metrics

Once you have accessed the Call Quality Reports, you need to understand the metrics presented. Common metrics include:

• Mean Opinion Score (MOS): A numerical measure of the perceived quality of the call, typically ranging from 1 (poor) to 5 (excellent).
• Jitter: Measures the variation in packet arrival time. High jitter can cause call quality issues.
• Latency: The time it takes for a voice packet to travel from one endpoint to another. High latency can lead to delays in conversation.
• Packet Loss: The percentage of voice packets lost during transmission. High packet loss can result in poor audio quality.
• Echo: The presence of reflected sound in the call, which can degrade the listening experience.

3. Analyzing the Data

1. Review the Metrics:

   • Look at the overall scores for MOS, jitter, latency, packet loss, and echo. These metrics will give you a snapshot of the call quality.

2. Identify Trends:

   • Examine the data over time to identify trends. Are there specific times of the day when call quality degrades? Are there particular agents or locations experiencing more issues?

3. Compare with Benchmarks:

   • Compare the metrics against industry benchmarks or your internal standards to determine if the call quality is acceptable or if it needs improvement.

4. Drilling Down into Details

1. Filter and Segment Data:

   • Use filters to segment the data by different criteria such as agent, team, call type, or location. This helps in pinpointing where the issues might be more prevalent.

2. Analyze Specific Calls:

   • Dive deeper into specific calls that have poor quality metrics. Listen to call recordings, if available, to understand the nature of the issues.

5. Taking Action

1. Identify Root Causes:

   • Determine the underlying causes of poor call quality. It could be related to network issues, hardware problems, or external factors.

2. Implement Improvements:

   • Based on your findings, implement corrective actions. This could involve network optimization, upgrading equipment, additional training for agents, or revising call handling procedures.

3. Monitor Improvements:

   • Continuously monitor call quality metrics to ensure that the implemented changes are having the desired effect.

6. Reporting and Communication

1. Generate Regular Reports:

   • Schedule regular reports to keep track of call quality over time. Share these reports with relevant stakeholders.

2. Communicate Findings:

   • Regularly communicate findings and improvements to your team. This keeps everyone informed and engaged in maintaining high call quality standards.

By following these steps, you can effectively interpret and act upon Call Quality Reports in NICE CXone, ensuring that your contact center maintains high standards of communication quality.