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 tools in Genesys Cloud. For more information, see the Filter by interaction details section of the Interactions view, Agents Interactions Details view, or 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 three legs (station leg, edge-to-edge leg, and PSTN leg), Genesys Cloud uses the lowest MOS for the interaction’s score.
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