Mean Opinion Score (MOS) overview

AI-generated summary

Genesys Cloud provides Mean Opinion Score (MOS) to measure the voice quality of an interaction on a scale of 1 (unacceptable) to 5 (excellent). MOS uses an industry standard methodology to rank audio quality. You can view MOS values in the Interactions tools to see interaction details for agents, queues, and overall interactions. MOS is calculated for each leg of a call, and Genesys Cloud uses the lowest score as the interaction's overall MOS. Key technical details include the five point ranking system from bad to excellent audio quality, and that MOS is calculated for each call leg with the lowest used as the overall score.

The Mean Opinion Score (MOS) is a measurement of the voice quality of an interaction. The calculation of MOS uses an industry standard measurement methodology to rank audio quality from 1 (unacceptable) to 5 (excellent). You can view the MOS values in the Interactions tools in Genesys Cloud. For more information, see the Filter by interaction details section of the Interactions view article">Interactions view, Agents Interactions Details view, or the Queues Interactions Detail view.

MOS values and meaning

The following table summarizes the impact to the listener by whole number score.

Rating	Label
5	Excellent
4	Good
3	Fair
2	Poor
1	Bad

Note: For a call with three legs (station leg, edge-to-edge leg, and PSTN leg), Genesys Cloud uses the lowest MOS for the interaction’s score.

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