Enable AQS

The capture of audio quality statistics (AQS) is a licensed feature introduced in 15.2 2021R1. You must enable the capture of these events through the IP Recorder server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system..

For cloud deployments, audio quality statistics are only available in EDM Enterprise. For more information, contact The entire communication experience for a customer, from beginning to end. your Customer Success Manager or Account Executive.

AQS with SQL Server 2016 SP1 and newer

When licensed and enabled in an environment with SQL Server 2016 SP1 or newer, the audio quality scores are listed as Audio Quality Events and are stored and displayed per interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

With previous versions of SQL Server

When licensed and enabled in an environment with previous versions of SQL Server, the audio quality scores are listed as Data Events and are stored and displayed per inum.

Before you begin

Ensure that the system is licensed for Audio Quality Statistics.

For cloud deployments, ensure that the tenant is licensed for Audio Quality Statistics.

In a multi-tenant SaaS environment, the service provider must configure Audio Quality Statistics for the tenant.

Procedure

Enable the Audio Quality Statistics feature license:
1. In a browser, go to http://<wfo_app_server_address>/wfo/control/license_edit.
2. On the License Data page, under Features, enable 2021R1 - Audio Quality Statistics.
3. Click Save.

Turn on Advanced Mode:
1. In System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager., go to Settings.
2. Select the Enterprise node, and then select More Actions.
3. Select Turn Advanced Mode On.
Enable Audio Quality Statistics on the IP Recorder server role:
1. Under System Management, go to Enterprise and select Server Roles.
2. In the Installations tree, expand the server nodes and select the IP Recorder server role.
3. Under Advanced, select Audio Quality Statistics.
4. Click Save.

Related information

License and product activation for a system license (System Administration Guide)