Original Message:
Sent: 05-03-2026 22:00
From: Phaneendra Avatapalli
Subject: MOS Score Less than 4
Hi Ajay,
Yes I think you can track packet loss using the Genesys WebRTC Diagnostics tool, which is probably the best option when interaction media stats are not available.
You can run it here:
https://help.genesys.cloud/articles/run-the-built-in-genesys-cloud-webrtc-diagnostics-app/
This tool will show:
- Packet loss
- Jitter
- Latency (RTT)
- MOS
It essentially runs a real test call to Genesys media services and validates network quality.
To improve packet loss, the usual areas to check are:
- Use wired connection instead of Wi-Fi
- Check for network congestion during peak times
- If external, raise with your ISP/carrier
Hope this helps, someone else from the community might also share additional monitoring approaches, but this should give you a solid starting point.
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Phaneendra
Technical Solutions Consultant
Original Message:
Sent: 05-03-2026 20:31
From: AJAY KUMAR
Subject: MOS Score Less than 4
Hello @Phaneendra Avatapalli
Anything we can do to track the packet loss and to fix/improve?
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AJAY KUMAR
XXX
Original Message:
Sent: 05-01-2026 19:33
From: Phaneendra Avatapalli
Subject: MOS Score Less than 4
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.
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Phaneendra
Technical Solutions Consultant
Original Message:
Sent: 05-01-2026 14:40
From: AJAY KUMAR
Subject: MOS Score Less than 4
How to Improve MOS Score?
#Uncategorized
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AJAY KUMAR
XXX
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