One of the most dreaded calls that IT support can receive is a user complaining about poor call quality.These problems are usually highly disruptive, hard to isolate, and are fleeting. The data required to pinpoint call quality issues are never readily available or aggregated in such a way as to help anyone find the root cause.Telemetry for diagnosing poor call quality typically starts with the unified communications-as-a-service (UCaaS) provider (like Microsoft Teams or Zoom) that supplies dashboards with call quality metrics. These metrics include the mean opinion score (MOS), a numerical measure of the human-judged overall quality of voice and video sessions, reported on a scale of 1 to 5, with 5 being a perfect call. But that’s where the diagnostics often end; it’s complicated to find where a user with a 3.6 MOS call quality (akin to a garbled cell phone call) had the breakdown.To read this article in full, please click her
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