Call quality data

Conversation detail records may contain dimensions with information on call quality. These dimensions are provided for each voice leg of the conversation and grouped under the mediaEndpointStats element. The dimensions include

• Counts for received/invalid/discarded/duplicate/etc. packets
• The name of the used audio codec(s)
• The maximum latency
• The minimum Mean Opinion Score (MOS, minMos)
• The minimum R-Factor (minRFactor)

Minimum MOS and R-Factor are also provided as aggregate values for the whole conversation in form of the mediaStatsMinConversationMos and mediaStatsMinConversationRFactor dimensions.

MOS is a measure of audio quality at a specific measurement point of a voice interaction. Potential measurement points are on-premise or cloud-based Edge devices. Values in the MOS column are estimated average MOS scores. The estimated average MOS score for a stream is based on codec type, average jitter, latency, and packet loss. Each MOS score is a number between 1 (unacceptable) and 5 (excellent). Scores below 3.5 generally indicate unacceptable quality. Scores between 4.3 and 5 indicate high quality.

The R-Factor is value derived from metrics such as latency, jitter, and packet loss per ITU‑T Recommendation G.107, the R-Factor value helps you quickly assess the quality-of-experience for VoIP calls on your network. Typical scores range from 50 (bad) to 90 (excellent).