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How to Improve MOS Score?

Hi Ajay,

From what I found, MOS below 4 is usually related to jitter, latency, packet loss, codec, or bandwidth.

Quick checks:

• Enable QoS for voice/RTP traffic
• Check available bandwidth
• Review media stats and identify the lowest MOS call leg
• Check agent setup: Wi-Fi, VPN, ISP, browser/headset
• Review codec options, such as Opus where supported

Also, MOS/R-Factor data may show there was a quality issue, but may not always pinpoint the exact endpoint or timestamp, so it's useful to correlate with media stats and network monitoring.

Useful references:

Genesys MOS discussion:
https://community.genesys.com/discussion/mos

MOS/R-Factor endpoint discussion:
https://community.genesys.com/discussion/mos-score-and-rfactor-missing-endpoints-and-timestamps

AppFoundry monitoring blueprint:
https://appfoundry.genesys.com/filter/genesyscloud/listing/c8921a56-7787-4674-9676-56d5b687c8d4

I'm sure someone might add more to this hope this helps.