Improvements to Vyopta’s “Quality” Metrics

We are excited to announce that we have made significant improvements to our “Quality” Metrics. These changes are designed to more accurately reflect true user experiences and provide you with more confidence in taking action on your data.

The changes include individualized quality thresholds for Audio, Video, and Presentation channels. This eliminates some “false positive” quality reporting that was previously caused by issues on the Presentation channel. Additionally, latency is now factored into the quality data when provided by the source. All quality thresholds (Good / Fair / Bad) have also been updated to more accurately reflect true user experiences.

We have also improved the reporting of Zoom quality metrics. Previously Zoom quality issues were being under reported in Tech Insights Analytics, but over reported in Tech Insights Monitoring. The new metrics for Zoom are a more accurate reflection of user quality experience.


Tech Insights Analytics and Monitoring are reporting results using the new metrics effective Jan 22, 2020


What you will see at the transition is that all customers will experience differing levels of quality reporting changes given the new definitions. The number and percentages of calls, meetings, and participant experience reported at each threshold is likely to change. If you have alerts based on quality, the frequency of those alerts will also change.

The magnitude of the change is very specific to your configuration and the levels of quality that currently exist across your infrastructure and endpoints. Generally, you will see fewer Bad calls, meetings, and participants in your reporting and alerting. Bad calls may be lower by 25%-40% (Median 33%), Bad Meetings may be lower by 1%-15% (Median 7%), and Bad Participants may be lower by 1%-20% (median 7%).

To ensure that you are taking advantage of these improvements, we recommend that you run any regular quality reports and compare to prior reports to understand the changes for your unique configuration. Additionally, review and adjust Quality alerting levels as needed.

We understand that changes in reporting of core metrics such as quality are challenging, especially when that reporting has been shared and made actionable across our customers’ organizations. At the same time, we are committed to evolving the entire science of Unified Communication quality reporting across the industry.


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