Call Quality Dashboard

CALL QUALITY DASHBOARD

Customers experience the call quality; the operation sees averages after the fact. Latency, jitter and MOS degradation surface in complaints and SLA reviews rather than live operations.

Actors

  • Contact Centre Manager
  • Voice Platform Owner
  • Service Delivery Manager

Systems / Vendors

  • Genesys
  • Cisco Unified CM
  • ThousandEyes

Business Question

"If call quality is degrading right now, on live customer calls, would anyone in this building know?"

What SPoG Does

  • Provides real-time visibility into voice and video call performance — latency, jitter, packet loss, MOS.
  • Raises proactive alerts as quality trends toward SLA thresholds.
  • Gives operations a live quality picture so problems are fixed during the shift, not explained after it.

Outcome Metrics

−60%

Quality-related complaints

100%

Live call quality visibility

2–4 wks

To first live dashboard

Contact us to learn more →