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, degraded, and severely degraded 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 acceptable recordings relative to the configured target Service Level Indicator (SLI) for voice quality. Depending on Capture Verification SLI settings, acceptable recordings either include or exclude recordings with degraded audio quality. A red gauge and negative value indicates that acceptable recordings are below the target SLI. A green gauge and positive value indicates that acceptable recordings are above the target SLI. The center of the gauge shows the actual percentage above or below the SLI.
Acceptable	Percentage of acceptable recordings for the selected organization and time frame. Acceptable recordings include recordings of good quality and if configured, degraded audio quality.
Not acceptable	Percentage of not acceptable recordings for the selected organization and time frame. Not acceptable recordings include recordings with severely degraded audio quality and if configured, degraded audio quality.

Item

Description

Voice Quality gauge

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

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

Acceptable

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

Acceptable recordings include recordings of good quality and if configured, degraded audio quality.

Not acceptable

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

Not acceptable recordings include recordings with severely degraded audio quality and if configured, degraded audio 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 Overview button icon Customize the Overview button and selecting Show number of calls.