Genesys Cloud - Main

Does anyone know how Genesys gets the MOS score? I am comparing to Cyara and they are vastly different. Cyara uses E-MOS. thanks. 

Hi Edward,

Genesys calculates MOS based on codec type, average jitter, latency, and packet loss. Genesys uses an industry standard methodology to rank audio quality on a scale of 1 (unacceptable) to 5 (excellent), and MOS is calculated for each leg of a call, with Genesys Cloud using the lowest score as the interaction's overall MOS.

Hi @Edward Gonzales, 

According to the Genesys documentation, MOS uses an industry-standard methodology to rank audio quality from 1 (unacceptable) to 5 (excellent).

For calls with multiple legs (station, edge-to-edge, and PSTN), Genesys Cloud uses the lowest MOS as the interaction score.

However, the documentation does not provide the detailed calculation logic or formula used to derive the MOS.

Mean Opinion Score (MOS) overview - Genesys Cloud Resource Center

thanks all. Now to find out why Cyara gives me a different score for the same call. 

@Edward Gonzales  That's likely because Genesys and Cyara are using different MOS methodologies. Even if they're measuring the same call, E-MOS and the MOS reported by Genesys may weight factors such as codec, packet loss, jitter, and latency differently.

It would be interesting to compare the raw metrics for the same call (packet loss, jitter, latency, codec, and call leg) rather than just the final MOS value. That should help identify where the scores are diverging.

(Datasheet: Voice Quality Measurement & Transcoding Detection with Cyara Voice Assure - Cyara)