Quality of Service Report

The Quality of Service report gives you a high-level view of how well calls are performing across your phone system, along with the underlying metrics for each call leg. Use it to spot patterns by client, network, or extension, and to identify the calls that need a closer look.

Note

This page covers the aggregate Quality of Service report, which is best for evaluating call quality across specific extensions. To inspect the quality of a single call instead, open its call-quality monitoring report from the call log: go to Reports and Recordings > CDR (Call Detail Records), open the call’s details, then click its call-quality indicator (green for good, orange for average, red for poor).

View the Quality of Service report

1. Sign in to the PBX web portal and go to Reports and Recordings > Call Reports.

2. Open the report.

   a. Select the Default Reports tab.

   

   b. Under Call Activity Reports, click Quality of Service Report.

3. Set the filter criteria for the report.

   

   a. In the Time field, choose the period the report should cover.

   Note

   The time range can span up to 7 days.

   b. Narrow the results by extension(s), extension group(s), organization(s), communication type, client type(s), network type(s), or overall score.

   Note

   When you filter by organization, the report also includes data for that organization’s subordinate departments.

   The report matching your criteria appears on the page.

   

4. Optional: Tailor the columns so the list highlights the indicators you care about most.

   Action	How
   Choose which columns appear	Click the column-selection icon and tick the columns you want to display.
   Reorder columns	Click the drag handle next to a field and drag it to a new position.

   

5. Optional: Keep the report handy or have it delivered automatically.

   Action	How
   Schedule delivery	At the bottom of the page, click Add to Scheduled Reports, then finish the setup as described in Schedule call reports. The report is emailed to the chosen recipients on a schedule.
   Download the report	Save the report to your computer for offline review. Optionally click the settings icon first to adjust the download options, then click Download.

   When you customize the download, you can set the following options:

   • File Format: the output format: CSV, XLS, HTML, or PDF.
   • Duration Format: how duration fields are shown: Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: which fields to export: All or Selected.
   • Include Details: whether to export only the summary list, or the detailed records as well. If you include details, choose how they are laid out:
     • Download data as multiple files/sheets
     • Details are displayed as indented, offset rows within the same list

   

Report details

The sections below explain each part of the report.

Overall call quality

This breakdown shows the share of call legs in each quality band across the whole report.

Metric	Description
Good	Percentage of call legs rated as good quality.
Average	Percentage of call legs rated as average quality.
Poor	Percentage of call legs rated as poor quality.

Call quality by client type

This two-ring chart relates each client type to the quality of its calls.

Outer ring, call quality

Metric	Description
Good	Percentage of good-quality call legs for each client type.
Average	Percentage of average-quality call legs for each client type.
Poor	Percentage of poor-quality call legs for each client type.

Inner ring, client type

Metric	Description
Desktop Client	Percentage of call legs from the Cloud Voice App desktop client.
Web Client	Percentage of call legs from the Cloud Voice App web client.
Mobile Client	Percentage of call legs from the Cloud Voice App mobile client.
Others	Percentage of call legs from IP phones, softphones, or other devices.

Call quality by network type

This chart pairs each network type with the quality of the calls carried over it.

Outer ring, call quality

Metric	Description
Good	Percentage of good-quality call legs for each network type.
Average	Percentage of average-quality call legs for each network type.
Poor	Percentage of poor-quality call legs for each network type.

Inner ring, network type

Metric	Description
Wi-Fi	Percentage of call legs carried over Wi-Fi.
Cellular Network	Percentage of call legs carried over a cellular network.
Ethernet	Percentage of call legs carried over Ethernet.
Unknown	Percentage of call legs whose network type could not be determined.

Call statistics

This list breaks the report down to individual call legs.

Tip

Click the view icon on a row to open the detailed call-quality information for that call leg.

Metric	Description
ID	Unique identifier for the call.
Call Leg ID	Unique identifier for the call leg.
Time	Start time of the call leg.
Monitoring Duration	Length of time call quality was monitored.
Communication Type	The call’s direction: Internal, Inbound, or Outbound.
Call From	The caller who placed the call.
Call To	The callee who received the call.
Status	Outcome of the call: ANSWERED, NO ANSWER, BUSY, FAILED, VOICEMAIL, or ABANDONED.
Summary	A short summary of the call quality.
Overall Score	The overall call-quality rating.

Call quality details

Opening a call leg reveals the full set of quality metrics for that leg.

Metric	Description
Overall Score	The overall call-quality score and rating.
Summary	A summary of the call-quality report.

Caller & Callee

Metric	Description
Name	Name and number.
Monitoring Duration	Length of time call quality was monitored.
Codec	The codec used for the call.
Client	The client or device used for the call: Cloud Voice App mobile client (iOS/Android), Cloud Voice App desktop client (Windows/Mac), Cloud Voice App web client, or an IP phone (vendor, model, and firmware version).
Round Trip Time (ms)	Round-trip transmission time for audio packets.
Local Address	Local IP address the client used for the call.
Public IP Address	Public IP address the client used for the call.
Network Type	Network connection type the client used during the call.

Audio from PBX & Audio to PBX

Metric	Description
MOS	Mean Opinion Score for audio quality: MOS < 3.5 is Poor, 3.5 ≤ MOS < 4.0 is Moderate, and 4.0 ≤ MOS ≤ 5.0 is Good.
Packet Loss Rate (%)	Percentage of audio packets that were lost.
Jitter Buffer (ms)	Buffer used to compensate for delay variation.
Latency (ms)	Network transmission delay.