CoverageIQ CoverageIQ
CoverageIQ Knowledge Centre

Understand the platform, KPIs and evidence logic.

Understand the dashboard workflow, KPI definitions, methodology, evidence reports, governance actions and trust information.

Dashboards Understand what each CoverageIQ page is designed to show.
KPI Reference Plain-English definitions of voice, data, signal and risk metrics.
Methodology How measurements, sampling, confidence and evidence are produced.
Governance How findings become actions, evidence packs and review items.
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Getting Started

What CoverageIQ is, who uses it and how to read the platform.

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What is CoverageIQ?

CoverageIQ is a customer-facing network experience intelligence platform. It helps users review field evidence, complaint intelligence, technical KPIs, evidence cards and governance actions.

Who should use it?

It is designed for MNO & MVNO teams, network wholesale teams, network assurance teams, customer operations, service governance teams and authorised customer stakeholders.

How to read the platform

Start with executive and risk views, then move into technical dashboards such as Voice, Data, Signal & Coverage, before reviewing evidence cards and governance actions.

What outputs are created?

Typical outputs include executive dashboards, KPI views, hotspot evidence, location-level cards, action trackers, governance reports and downloadable evidence packs.

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Platform Workflow

The recommended order for interpreting CoverageIQ outputs.

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1. SignalIQ Intelligence

Uses external signal intelligence and location indicators to identify weak coverage zones, anomalies and areas suitable for further investigation.

2. Complaint Intelligence

Converts customer complaints into location, category and time-based intelligence so recurring hotspots can be prioritised.

3. Executive Decision Centre

Provides the senior view: overall status, key risks, confidence, top issues and recommended actions.

4. Sprint Summary

Summarises the outcome of a measurement sprint, including tested areas, sample volume, headline KPIs and issues found.

5. Technical KPI Layers

Voice, Data, and Signal & Coverage dashboards explain the technical reasons behind the customer experience.

6. Evidence Report Cards

Package findings into location-level evidence cards that can be shared with operational, wholesale or network partners.

7. Governance Action Centre

Tracks what needs to be fixed, retested, accepted, escalated or closed.

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Dashboard Guides

Explanation of every final CoverageIQ application page.

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Executive Decision Centre

The boardroom view. It explains whether the measured experience is acceptable, degraded or critical, and gives the recommended decision path.

  • Overall network experience status
  • Confidence level
  • Top risks and priority hotspots
  • Recommended next action

Sprint Summary

Summarises what was tested, where it was tested and what the sprint found.

  • Test scope
  • Coverage area
  • Headline voice, data and signal results
  • Sprint outcome summary

Complaint Intelligence

Turns complaints into operational intelligence by identifying volume, categories, geography and repeated patterns.

  • Complaint hotspot map
  • Complaint category split
  • Time and location trends
  • Recommended validation areas

SignalIQ Intelligence

Uses external signal intelligence to support triage, prioritisation and sprint planning.

  • Weak signal areas
  • Coverage risk zones
  • Daily or location-based anomalies
  • Pre-sprint investigation support

Voice KPI

Explains the user experience of voice calls and identifies issues affecting call quality, setup and reliability.

  • MOS
  • R-Factor
  • Call setup success
  • Call drop rate

Data KPI

Explains mobile data performance, including speed, responsiveness and reliability.

  • Download throughput
  • Upload throughput
  • Latency
  • Packet loss and video experience

Signal & Coverage

Explains radio-layer conditions that sit behind customer experience outcomes.

  • RSRP
  • RSRQ
  • SINR
  • Network technology and coverage quality

Experience Risk Centre

Translates technical and complaint indicators into customer-impact risk.

  • Experience risk categories
  • Business impact
  • Location confidence
  • Mitigation priority

Evidence Report Cards

Creates location-level evidence summaries that can be reviewed, shared and acted upon.

  • Location summary
  • Measured KPIs
  • Evidence narrative
  • Recommended action

Governance Action Centre

Tracks actions after the sprint, including ownership, status, retest requirements and closure.

  • Open actions
  • Priority
  • Owner and status
  • Acceptance and closure
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KPI Reference

Plain-English explanation of the main CoverageIQ metrics.

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MOS

Mean Opinion Score estimates perceived voice quality. Higher is better.

Good: 4.0+ Watch: 3.5–3.9 Poor: <3.5

R-Factor

Voice quality score used to estimate call experience. It considers delay, impairment and transmission quality.

Good: 80+ Watch: 70–79 Poor: <70

Call Setup Success Rate

Percentage of attempted calls that successfully connect. Low values indicate access or call setup issues.

Good: 98%+ Watch: 95–98% Poor: <95%

Call Drop Rate

Percentage of established calls that unexpectedly disconnect. Lower is better.

Good: <1% Watch: 1–2% Poor: >2%

Download Throughput

Measures how quickly data is downloaded to the device. It reflects browsing, streaming and app performance.

Use median and percentiles

Upload Throughput

Measures how quickly data is uploaded from the device. Important for video calls, file uploads and app interaction.

Use median and percentiles

Latency

Measures network response time. Lower latency improves responsiveness and real-time applications.

Lower is better

Packet Loss

Measures the proportion of packets that fail to reach their destination. High loss affects streaming, voice and app reliability.

Good: near 0%

RSRP

Reference Signal Received Power. Indicates signal strength. Weak RSRP can cause poor indoor and edge coverage.

Strong: >-90 dBm Fair: -90 to -105 Weak: <-105

RSRQ

Reference Signal Received Quality. Indicates quality of the received signal and can reflect congestion or interference.

Higher is better

SINR

Signal-to-Interference-plus-Noise Ratio. Higher SINR normally supports better throughput and reliability.

Good: 20 dB+ Fair: 10–20 dB Poor: <10 dB

Statistical Confidence

Indicates how reliable the measurement result is based on sample size, spread and consistency of observations.

High Medium Low
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Methodology

How CoverageIQ collects, validates and packages network evidence.

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Sampling

Samples are selected to cover relevant complaint zones, routes, indoor/outdoor locations and customer-impact areas.

Drive and Walk Testing

Field testing captures measurable voice, data and radio evidence across selected areas, devices and test scenarios.

Confidence

Confidence is assessed by reviewing sample volume, variation, consistency and whether results are repeatable across locations or tests.

Evidence Generation

Findings are converted into evidence cards and reports with location, KPI, issue description, confidence and recommended action.

Limitations

CoverageIQ measures observed experience during the test window. Results should be interpreted with time, device, route and sample context.

Governance Use

Evidence is intended to support structured discussion, prioritisation, retesting and improvement tracking rather than informal escalation.

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Trust & Security

High-level explanation of data handling, access and security posture.

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Customer Data

Customer data is used only for agreed CoverageIQ analysis, reporting and support activities.

Access Control

Access should be limited to authorised users. Customer workspaces and reports should only be shared with approved stakeholders.

Encryption

CoverageIQ portal pages should be served over HTTPS. Sensitive customer data should not be shared through unsecured channels.

Compliance Roadmap

Formal certifications, penetration testing, SSO and enhanced audit controls can be added as the platform matures.

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Frequently Asked Questions

Common questions from customers during demos and onboarding.

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Why do complaints not always match weak signal?

Complaints can be caused by congestion, device issues, indoor penetration, provisioning, tariff experience or localised events, not signal alone.

Why are multiple KPIs needed?

No single KPI explains customer experience. Signal strength, signal quality, throughput, latency, call quality and complaints must be interpreted together.

When should a sprint be repeated?

Repeat a sprint after a network change, after partner remediation, or when complaints continue in previously measured locations.

What makes evidence actionable?

Evidence is actionable when it has a clear location, measurable KPI impact, sufficient confidence, customer relevance and a specific recommended action.