Using Quality Information

Find Quality Fields

  • In the app click the “Home” in the upper left.
  • In the bottom half of the home screen pick “Call quality and qos”
    Shows location in "Home" tab of the area drop down, with call quality highlighted
  • Read through the fields to get an idea of what’s available!
  • Do note that the fields you see may vary –
    • Many older devices only report MLQK and related fields.
    • Most newer devices report the new CS and SCS based scores (Concealed Seconds and Several Concealed Seconds)
    • Some devices report both.
  • Read more about this in our blog on the new quality scores.

See our blog post on the Field Gallery for more information.

Displaying the fields in Browse Calls

These fields are enabled by default. To see them in Browse Calls, simply add them with the field picker.

  1. Click Edit Fields in the upper right.
  2. Find the field you want to add either by scrolling around, or use the filter field.
  3. Click to add fields to the Selected Fields list.
  4. Click and drag to rearrange the fields on the right.
  5. Remove extra fields by clicking their “x”.
    Use of the field picker to select CS/SCS/MLQK fields


Simple Filtering by Quality Fields in Browse Calls

In the search filters box, you can work all sorts of wonders.  For instance, here we typed  MLQK < 4.5 which finds all calls where the quality was not perfect during the last 8 seconds of that call.

Adding search filter of "MLQK < 4.5"

The most equivalent search for CS/SCS scores would be CSR_overall > 0 , which finds all calls where at least some portion of the call was garbled.

Of course if you have mixed device types of both old and new, you could have both: (MLQK < 4.5) OR (CSR_overall > 0) .  I would suggest our blog on Cisco’s new quality scores if you want a refresher.

Similarly, you could

  • Filter to a certain range of MLQK, like (MLQK < 4.0) AND (MLQK > 3.0)
  • Find where either the CSR_overall or MLQKav showed the call was not great quality,  (MLQKav <= 4.0) OR (CSR_overall > 0.1)

These search filters follow you though to General Report if you click the “Graph calls over time” link in the upper right.

Simple Filtering by Quality Fields in General Report

Much like the above, there’s a search filters box you can add various parameters into.  Here we are using  (MLQKav <= 4.0) OR (CSR_overall > 0.1) to find any calls with suspicious quality.
Shows simple search filtering in general report

Similarly, you could

  • Find only where MLQK is less than optimal, like MLQK < 4.5
  • Find where either the CSR_overall or MLQKav showed the call was not great quality,  (MLQKav <= 4.0) OR (CSR_overall > 0.1)
  • Combine this with other searches, like where quality wasn’t great and the group was Hattie’s Hats, like ((MLQKav <= 4.0) OR (CSR_overall > 0.1)) AND group="Hattie's Hats"
    • Do note the parentheses, when you start mixing OR with AND, it’s important!

These search filters follow you back to Browse Calls if you click the “See calls” link in the upper right.

Using Quality as “over” or “split by” fields

A different way to look at that data is over MLQK.  If you are using the newer quality scores, you’ll want something like over SCSR_overall.  You could easily use *any* of the fields here, give them a try!

general report showing over MLQK

The app is smart enough to put the continuous “MLQK” scores into intelligent buckets.   Here by default it had divided up things into tiny little 0.005-sized buckets, so I changed it to show it in fewer, large sized buckets via the # of bins setting.

Note we left a search filter in place – this is fine!

Or even more fun, split by one of the fields.  This means we go back to over time but then splits the resulting columns up by the split by field.  Well, a picture is worth a thousand words:

example of general report with a split by for MLQK

Note in this case there are *two* settings for # of bins.  The first is associated with the time, so setting this small gives you fewer but bigger chunks of time across the bottom.  The second is associated with the split by field, setting this one smaller or larger adjusts how big of buckets the MLQK is put into.  Play with both of those settings a bit (one at a time!) and you’ll see how they work.

Other Notes!

Read more about this in our blog on the new quality scores.  It’ll be fun, we promise!  Well, if not fun, at least it’ll be useful!

If you have any comments at all about the documentation, please send it in to