Voice Quality

Voice quality is determined by the audio statistics module of the recorder. Capture Verification uses the audio quality data to calculate the percentage of good quality, fair quality, and poor quality voice recordings for an organization and time frame. The Overview dashboard shows the percentages and target level of service under Voice Quality.

Percentages shown under Voice Quality do not exactly match percentages shown in Alert Notifications. Capture Verification uses different algorithms for Voice Quality and Alert Notification calculations based on values rounded up or down. The result is minor differences in the percentages reported.

Voice Quality widget

Item	Description
Voice Quality gauge	Percentage of compliant recordings relative to the configured target Service Level Indicator (SLI) for voice quality. Depending on Capture Verification SLI settings, compliant recordings either include or exclude recordings of fair quality. A red gauge and negative value indicates that compliant recordings are below the target SLI. A green gauge and positive value indicates that compliant recordings are above the target SLI. The center of the gauge shows the actual percentage above or below the SLI.
Compliant	Percentage of compliant recordings for the selected organization and time frame. Compliant recordings include recordings of good quality and if configured, fair quality.
Not compliant	Percentage of not compliant recordings for the selected organization and time frame. Not compliant recordings include recordings of poor quality and if configured, fair quality.

Item

Description

Voice Quality gauge

Percentage of compliant recordings relative to the configured target Service Level Indicator (SLI) for voice quality. Depending on Capture Verification SLI settings, compliant recordings either include or exclude recordings of fair quality.

A red gauge and negative value indicates that compliant recordings are below the target SLI. A green gauge and positive value indicates that compliant recordings are above the target SLI. The center of the gauge shows the actual percentage above or below the SLI.

Compliant

Percentage of compliant recordings for the selected organization and time frame.

Compliant recordings include recordings of good quality and if configured, fair quality.

Not compliant

Percentage of not compliant recordings for the selected organization and time frame.

Not compliant recordings include recordings of poor quality and if configured, fair quality.

The Overview can be configured to show the number of calls next to corresponding percentage values in the recording policy and voice quality compliance categories by clicking the Customize the Overview button and selecting Show number of calls.