Mean Opinion Score (MOS) Overview

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 view, Agents Interactions Details view, and 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 3 legs (station leg, edge-to-edge leg, and PSTN leg), Genesys Cloud uses the lowest MOS for the interaction’s score.

For detailed information on the logic behind the calculations that are used to derive the MOS, see An Analysis of the MOS under Conditions of Delay, Jitter and Packet Loss and an Analysis of the Impact of Introducing Piggybacking and Reed Solomon FEC for VOIP.