Overview
Track call setup failures, AHT, MOS distribution, and transcript sentiment; alert when quality degrades.
Problem
Voice degradations (carrier hops, jitter, codecs) are hard to see quickly and correlate to outcomes.
Solution
InsightLake ingests call legs and quality metrics from VoiceLink, linking to outcomes and agent performance for full context.
How it works
Use the Telephony dashboard to monitor MOS/Jitter by carrier/region and tie to abandonment and CSAT. Alert on setup_fail spikes or MOS p10 below thresholds.
Who is this for
Contact Center Manager
SRE/Ops
Expected outcomes
- Reduced abandonment due to poor quality
- Higher CSAT via routing and coaching
Key metrics
Call abandonment rate
Baseline
9.5 %
Target
5 %
MOS p10
Baseline
3.2 score
Target
3.8 score
Gallery
Downloads & templates
Case studies
HealthDesk routes away from bad carrier segments
MOS-based routing reduced abandons 34%.
Healthcare Mid-market APAC
Security impact
- Call metadata, quality metrics, derived sentiment · PII: possible contact identifiers (masked)
Compliance
- GDPR (purpose limitation & masking)
- SOC2
Availability & next steps
Pro
Enterprise