The Call Quality SLA view lets Managed Service Providers (MSPs) quickly prove to a customer that they are meeting the Service Level Agreement (SLA) commitment for audio call quality by codec. MSPs should create one Call Quality SLA view for each customer.
The Call Quality SLA view provides the following information:
The number of calls that met the SLA commitment during the selected interval, based on your selections on the Settings dialog.
If both legs of a call have MOS or Network MOS, then both legs must meet the SLA commitment for the call to be included in the Calls Meeting SLA value.
Calls are not included in the Calls Meeting SLA value when one leg meets the commitment, but the other leg does not.
The number of calls that did not meet the SLA commitment during the selected interval.
Total number of calls observed during the selected interval. Only Calls that had MOS or Network MOS for at least one of the two legs in the call are included in the total. The total includes the number of calls that met the SLA.
Note: The total does not include calls that do not have MOS or Network MOS, such as short calls, abandoned calls, and calls with setup failures.
The number in this column is a link to the Calls Overview report in the CA Unified Communications Monitor management console. The Calls Overview report can contain up to a week's worth of data, and, therefore, can take a long time to open.
The percentage of calls that met the SLA commitment during the selected interval.
Indicates whether the SLA commitment was met, or indicates the importance of a failure to meet the SLA, based on your selections on the Settings dialog.
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