INS 6.2 Interpret the signal quality distribution

Four categories, each grouping calls into three bands:

Category	Bands
Microphone	Good, Some clipping, Heavy clipping
Echo	Clear, Mild, Strong
Background	Quiet, Office noise, Loud
Line quality	HD voice, Standard, Narrow band

Each band shows a count and a percentage.

Read the count and the percentage together. A category showing 30 per cent in its worst band matters very differently across twenty calls and across two thousand. The percentage tells you how widespread the issue is; the count tells you whether it is worth a project.

The four categories point at four different owners. Microphone and Background are the agent's headset and room. Echo is usually a device or an acoustic path. Line quality is the network or the carrier. Prioritise the one with the largest count in its worst band, and route it to the team that can actually fix it.