Overview

The Call Quality Analysis report shows the technical MOS (Mean Opinion Score) for all calls made during the selected period.
Think of MOS as a simple score for how clean or glitch-free the audio was. Higher score = better call quality.

Every call uses several voice connections. For example, a standard answered routed call includes four:

• Caller → Cirrus Halo
• Cirrus Halo → Caller
• Cirrus Halo → Agent
• Agent → Cirrus Halo

The report takes all those connections and gives you an average MOS. It’s a quick way to spot if audio quality is slipping before customers complain.

Report Structure

Header Information

At the top of the report, you’ll see:

• Report Name
  The name you chose when creating the report.
• Report Type & Period
  Shows the original report type and the date range used.

Per Time Segment

The report breaks call quality down into clear time segments so you can see when issues happen.

• Time: The start time of the segment.
• Count: How many voice connections were measured in that segment.
• Avg: The average MOS value for all connections in that segment.

MOS Breakdown

For each MOS score appearing within the time segment, you’ll see:

• Number of voice connections
• Percentage of those connections relative to the segment

This lets you see whether a low score is just a one-off spike or part of a bigger pattern.

Total

Shows the total number of voice connections and aggregated MOS information across the full report period.

Footer

Displays the exact date and time the report was generated.

Access Requirements

This report is available to Supervisors with System Access permissions.

You can also view MOS values live via: Supervisor → Tracking → Phone → All.

Use Case Example: Contact Centre Supervisor

It’s mid-afternoon, and Agents are reporting “choppy audio” on calls — nothing major yet, but enough to slow them down.
Instead of guessing, you open the Call Quality Analysis report.

Here’s what you see:

• The morning MOS scores were solid and consistent.
• Around 14:00, the Avg MOS drops across several time segments.
• The Count of connections is normal, so the issue isn’t volume-related.
• A higher percentage of connections sit in the lower MOS range — a clear sign of degraded audio quality.

What this tells you:

• It's not an Agent issue.
• It’s not a routing problem.
• It’s most likely network-related — either internal or external.

What you do next:

• Notify IT of the exact time the MOS dip began.
• Shift longer or high-value calls to a quieter Router if possible.
• Keep the report open to confirm when the MOS stabilises.

By checking MOS early, you prevent a small audio blip from turning into a queue of frustrated customers.