Access Call Quality Monitoring Report

The Call Quality Monitoring Report grades a single call and shows the network and audio measurements that shaped that grade. Use it when you want to understand why a call sounded the way it did, for example when someone reports choppy or delayed audio. This page walks through opening the report in the Cloud Voice App and explains what each metric means.

Open the report

1. Sign in to the Cloud Voice App and go to Calls > Call Logs.

2. Open the report for the call you want to inspect:

   

   1. Tap the information icon next to that call log.
   2. In the top-right corner, tap the call quality icon .

The report opens on its own page.

Note

Every call in the log has its own report, so pick the exact call the caller is asking about. If you do not see the call quality icon for a call, quality data was not captured for that call.

Tip

To save a copy, tap the download icon in the top-right corner. The report is exported as an image, which is handy for attaching to a support ticket.

What the report shows

The report opens with an overall assessment, then breaks the call into the two endpoints and the two audio directions.

Overall

Metric	Meaning
Overall Score	The combined call quality score and its rating.
Summary	A short summary of how the call performed.

Caller & Callee

These fields describe each party on the call and the connection each one used. An IP (Internet Protocol) address is the numeric address a device uses to send and receive data on a network.

Metric	Meaning
Name	The party’s name and number.
Monitoring Duration	How long call quality was measured.
Codec	The codec (the format used to compress and encode the audio) the call used.
Client	The client the party called from.
Round Trip Time (ms)	The round-trip time for audio packets to travel to the far end and back, in milliseconds.
Local Address	The local IP address the client used during the call.
Public IP Address	The public IP address the client used during the call.
Network Type	The type of network connection the client was on.

Audio from PBX & Audio to PBX

These fields measure the audio stream in each direction: inbound from the PBX (Private Branch Exchange, the phone system that routes the call) and outbound to the PBX.

Note

MOS is the headline number for audio quality: it is measured on a scale up to 5.0, and higher is better. The other metrics in this section (packet loss, jitter buffer, and latency) explain why the score landed where it did, so check them when the MOS is low.

Metric	Meaning
MOS	The Mean Opinion Score (MOS) for audio quality: MOS < 3.5: Poor 3.5 ≤ MOS < 4.0: Moderate 4.0 ≤ MOS ≤ 5.0: Good
Packet Loss Rate (%)	The share of audio packets that were lost.
Jitter Buffer (ms)	The buffer used to smooth out variation in packet arrival timing.
Latency (ms)	The network transmission delay.