• Factors behind quality labels: The article explains that MOS (Mean Opinion Score) is influenced by factors such as latency, jitter, packet loss, and codec quality. These factors collectively determine whether a call is rated as Good, Poor, or Excellent in terms of quality.

• Retrieving calls against each label type: To retrieve calls categorized by quality labels (Good, Poor, Excellent) over a specific duration, you would typically need a VoIP monitoring tool that logs MOS scores and categorizes calls accordingly. This allows you to verify and analyze calls based on their quality ratings.

• Real-time visibility to agents: Implementing real-time visibility of quality labels (MOS scores) to agents by enabling QOS display on the Chirp app can help them monitor call quality instantly. This enables agents to take corrective actions promptly during calls if quality issues arise.
  
  
  The below details are considered to determine the call quality
  
  Users rate call quality on a scale from 1 (bad) to 5 (Perfect), with MOS being an average of these ratings.

• Determining Quality Labels:

  • Quality labels (Good, Poor, Excellent) are assigned based on MOS ranges:
    • MOS 4.5-5.0: Perfect
    • MOS 3.5-4.5: Excellent
    • MOS 2.5-3.5: Good
    • MOS 1.5-2.5: Fair
    • MOS 0-1.5: Poor

• Monitoring and Reporting:

  • VoIP monitoring tools collect MOS scores and classify calls into quality categories.
  • Reports provide insights into call quality trends and performance over time.

• Improving Real-Time Visibility:

  • Integrating MOS scores into real-time dashboards or widgets (like Chirp) enables agents to monitor call quality instantly.
  • Agents can take corrective actions during calls to mitigate quality issues promptly.

• Implementation Considerations:

  • Implementing MOS monitoring requires VoIP monitoring tools capable of calculating and categorizing MOS scores.
  • Integration with existing VoIP infrastructure ensures seamless monitoring and reporting.

Chirp > Call Quality :

QOS (Display Quality of Services) can be enabled to monitor the call quality. Once enabled, the call quality will be displayed on the agent's Chirp screen during the call. Please follow the steps below to enable this feature.

To enable call quality for calls
Goto Settings >> Sip Settings and enable the “Display Quality of Services (QOS)” check box and hit the right button icon to save the settings.
Once your QOS is enabled every time there is a call, the QOS icon will be displayed. To get the Call Quality press on the icon.