Aircall Help Center | Analytics+: Network Diagnostics+ dashboard

The Network Diagnostics+ dashboard provides a real-time view of call network quality in Aircall. It helps you identify, investigate, and resolve network issues before they impact users or customers.

Note: Only connected and completed calls include network quality metrics.
Internal calls between Aircall users are excluded.

If you want to see a list of metrics used in Aircall's analytics dashboards, please visit our article Analytics: Metrics.

Who can access it

The Network Diagnostics Dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.

The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.

Using the insights

Here are some examples of how you can interpret and act on your network data:

High latency: If many calls show latency above 300 ms, review your network routing.
Packet loss: High packet loss may indicate congestion or instability. Check your infrastructure and apply Quality of Service (QoS) measures.
Jitter: High jitter values can lead to poor audio quality. Ensure stable and consistent packet delivery.
User performance: If specific users frequently experience poor audio, inspect their local setup or connection.
ICE failures: Persistent ICE failures suggest the need to review NAT traversal and firewall configurations.

By analyzing trends and problem areas, you can optimize performance, reduce support tickets, and improve customer satisfaction.

General tips

Tip	Description
Hide and show elements of a graph	Click directly on the legend to hide a metric. Click again to display it.
Sort data tables	Click any column header to sort the data.
Export	Learn how to export your data in our article Export data options in Aircall Analytics.
Tooltips	Hover over the “ℹ” icon for quick in-dashboard guidelines.
Data limits	Tables can display up to 5,000 entries. Use filters to narrow your search.
Drill down	On most metrics in this dashboard (except percentages), you have the option of drilling down into the individual calls comprising the metric, for further investigation. See the list of drill down fields in our article Analytics+: Drill down fields

Filters

Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).

Filter	What it does
Date	Sets the date range and includes calls that start within that period.
Timezone	Applies the selected timezone to both the date range and time grouping.
Date breakdown	Groups time-based charts by Daily, Weekly, or Monthly.
Duration	Includes calls longer than the selected number of seconds.
Users	Filters analytics to one or more specific users or agents.

Terms used in this dashboard

Term	Definition
Packet Loss	Missing audio packets during transmission, which produces gaps or dropouts.
Jitter	Variation in packet arrival times, leading to robotic or choppy audio.
Latency (RTT)	Round-trip delay that can cause echo, overlap, or talk-over.
ICE failure	Connectivity setup issues (WebRTC) that may cause connection errors or reconnections.
MOS (Mean Opinion Score)	Automated quality rating between 1–5 derived from latency, loss, and jitter for the duration of the call. 1 → Bad 2 → Poor 3 → Fair 4 → Good 5 → Excellent

You can find more information about the terms used in this in our article Analytics: Terms .

Navigating the Network Diagnostics+ Dashboard

Network Diagnostics overview

This section provides a summary of your network performance, including how many calls experienced poor quality and how these trends evolve over time.

Uderstanding network quality classifications: Calls are classified into three categories based on Mean Opinion Score (MOS) and network metrics.

Category	Description
Poor network	One or more metrics above high thresholds (for example, high packet loss, jitter, or latency) or MOS below quality thresholds.
Fair network	Metrics near thresholds (medium-level issues) or MOS close to the quality cutoff.
Excellent network	Stable network performance, metrics within healthy ranges, and a high MOS.

Network diagnostics summary: Displays counts and percentages of calls with poor, good, and excellent network quality.
Network diagnostics summary over time: Helps you track performance trends and evaluate improvements across the selected time frame.
Key performance indicators (KPIs):

Metric	Description
% Calls with poor network	Calls with jitter, latency, packet loss, or MOS exceeding poor-quality thresholds.
% Calls with good network	Calls with moderate network performance, near but not above quality thresholds.
% Calls with excellent network	Calls with optimal quality, low latency, jitter, and packet loss, and a high MOS.

Tip: You can also access the further drill down of calls with poor or good network by clicking on their definitions or interacting with the bars on the graphs. For more information about this drill-down, please visit Analytics+: Drill down fields

Network issues breakdown

This section provides a deeper look into the metrics affecting call quality, focusing on packet loss, jitter, and latency. The previous breakdown charts have been replaced by three dedicated tiles that present the same information in a clearer format.

You will see three tiles:

Packet loss: Shows the percentage of calls with high packet loss and medium packet loss.
Jitter: Shows the percentage of calls with high jitter and medium jitter.
Latency: Shows the percentage of calls with high latency and medium latency.

These tiles help you quickly identify which metric is most commonly associated with degraded call quality.

Key performance indicators (KPIs)

Metric	Description
% Calls with high packet loss	Calls with packet loss over 1.5% or flagged for high packet loss.
% Calls with high jitter	Calls with jitter above 30 ms or flagged for high jitter.
% Calls with high latency	Calls with RTT above 300 ms or flagged for high latency.
% Calls with medium packet loss	Calls with packet loss between 1% and 1.5%.
% Calls with medium jitter	Calls with jitter between 20 ms and 30 ms.
% Calls with medium latency	Calls with RTT between 200 ms and 300 ms.

Learn where you can improve

This section helps identify the root causes of poor network quality by examining results per external IP and user.

You can determine which external IPs are associated with poor-quality calls, which users are affected, and how often and whether good-quality calls are concentrated on specific IPs

Network diagnostics per IP: Displays the top external IPs by call volume and their share of Excellent, Fair, and Poor calls.

Insight	Why it matters
Which IPs produce the most non-excellent calls	Identifies offices, ISPs, or VPN egress points that require attention.
Per-IP quality mix (green/yellow/red)	Helps prioritize remediation, such as bandwidth, QoS, or peering adjustments.

Network diagnostics by IP and user: Shows details for each IP and associated user, helping locate issues geographically or by connection source.
Key performance indicators (KPIs)

Column	Description
User	Final user on the call (for transferred calls, only the last user appears).
External Media IP	Public IP routing media (can be a NAT, proxy, or TURN egress).
Calls	Total calls for that user and IP during the selected period.
% Calls with poor network	Portion of calls rated Poor.
% Calls with low MOS	Portion of calls with MOS below quality thresholds (for example, < 4).
% Calls with high packet loss	Portion of calls with packet loss > 1.5%.
% Calls with high jitter	Portion of calls with jitter > 30 ms.
% Calls with high latency	Portion of calls with RTT > 300 ms.
% Calls with ICE failure	Portion of calls where WebRTC connectivity (ICE) failed during setup.

Tip: Each external IP corresponds to a specific geographical location, enabling you to identify where network issues originate. This can highlight whether a problem stems from a user’s local setup or a broader infrastructure issue.

The Network Diagnostics+ dashboard provides a real-time view of call network quality in Aircall. It helps you identify, investigate, and resolve network issues before they impact users or customers.

Note: Only connected and completed calls include network quality metrics.
Internal calls between Aircall users are excluded.

If you want to see a list of metrics used in Aircall's analytics dashboards, please visit our article Analytics: Metrics.

Who can access it

The Network Diagnostics Dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.

The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.

Using the insights

Here are some examples of how you can interpret and act on your network data:

High latency: If many calls show latency above 300 ms, review your network routing.
Packet loss: High packet loss may indicate congestion or instability. Check your infrastructure and apply Quality of Service (QoS) measures.
Jitter: High jitter values can lead to poor audio quality. Ensure stable and consistent packet delivery.
User performance: If specific users frequently experience poor audio, inspect their local setup or connection.
ICE failures: Persistent ICE failures suggest the need to review NAT traversal and firewall configurations.

By analyzing trends and problem areas, you can optimize performance, reduce support tickets, and improve customer satisfaction.

General tips

Tip	Description
Hide and show elements of a graph	Click directly on the legend to hide a metric. Click again to display it.
Sort data tables	Click any column header to sort the data.
Export	Learn how to export your data in our article Export data options in Aircall Analytics.
Tooltips	Hover over the “ℹ” icon for quick in-dashboard guidelines.
Data limits	Tables can display up to 5,000 entries. Use filters to narrow your search.
Drill down	On most metrics in this dashboard (except percentages), you have the option of drilling down into the individual calls comprising the metric, for further investigation. See the list of drill down fields in our article Analytics+: Drill down fields

Filters

Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).

Filter	What it does
Date	Sets the date range and includes calls that start within that period.
Timezone	Applies the selected timezone to both the date range and time grouping.
Date breakdown	Groups time-based charts by Daily, Weekly, or Monthly.
Duration	Includes calls longer than the selected number of seconds.
Users	Filters analytics to one or more specific users or agents.

Terms used in this dashboard

Term	Definition
Packet Loss	Missing audio packets during transmission, which produces gaps or dropouts.
Jitter	Variation in packet arrival times, leading to robotic or choppy audio.
Latency (RTT)	Round-trip delay that can cause echo, overlap, or talk-over.
ICE failure	Connectivity setup issues (WebRTC) that may cause connection errors or reconnections.
MOS (Mean Opinion Score)	Automated quality rating between 1–5 derived from latency, loss, and jitter for the duration of the call. 1 → Bad 2 → Poor 3 → Fair 4 → Good 5 → Excellent

You can find more information about the terms used in this in our article Analytics: Terms .

Navigating the Network Diagnostics+ Dashboard

Network Diagnostics overview

This section provides a summary of your network performance, including how many calls experienced poor quality and how these trends evolve over time.

Uderstanding network quality classifications: Calls are classified into three categories based on Mean Opinion Score (MOS) and network metrics.

Category	Description
Poor network	One or more metrics above high thresholds (for example, high packet loss, jitter, or latency) or MOS below quality thresholds.
Fair network	Metrics near thresholds (medium-level issues) or MOS close to the quality cutoff.
Excellent network	Stable network performance, metrics within healthy ranges, and a high MOS.

Network diagnostics summary: Displays counts and percentages of calls with poor, good, and excellent network quality.
Network diagnostics summary over time: Helps you track performance trends and evaluate improvements across the selected time frame.
Key performance indicators (KPIs):

Metric	Description
% Calls with poor network	Calls with jitter, latency, packet loss, or MOS exceeding poor-quality thresholds.
% Calls with good network	Calls with moderate network performance, near but not above quality thresholds.
% Calls with excellent network	Calls with optimal quality, low latency, jitter, and packet loss, and a high MOS.

Tip: You can also access the further drill down of calls with poor or good network by clicking on their definitions or interacting with the bars on the graphs. For more information about this drill-down, please visit Analytics+: Drill down fields

Network issues breakdown

You will see three tiles:

Packet loss: Shows the percentage of calls with high packet loss and medium packet loss.
Jitter: Shows the percentage of calls with high jitter and medium jitter.
Latency: Shows the percentage of calls with high latency and medium latency.

These tiles help you quickly identify which metric is most commonly associated with degraded call quality.

Key performance indicators (KPIs)

Metric	Description
% Calls with high packet loss	Calls with packet loss over 1.5% or flagged for high packet loss.
% Calls with high jitter	Calls with jitter above 30 ms or flagged for high jitter.
% Calls with high latency	Calls with RTT above 300 ms or flagged for high latency.
% Calls with medium packet loss	Calls with packet loss between 1% and 1.5%.
% Calls with medium jitter	Calls with jitter between 20 ms and 30 ms.
% Calls with medium latency	Calls with RTT between 200 ms and 300 ms.

Learn where you can improve

This section helps identify the root causes of poor network quality by examining results per external IP and user.

You can determine which external IPs are associated with poor-quality calls, which users are affected, and how often and whether good-quality calls are concentrated on specific IPs

Network diagnostics per IP: Displays the top external IPs by call volume and their share of Excellent, Fair, and Poor calls.

Insight	Why it matters
Which IPs produce the most non-excellent calls	Identifies offices, ISPs, or VPN egress points that require attention.
Per-IP quality mix (green/yellow/red)	Helps prioritize remediation, such as bandwidth, QoS, or peering adjustments.

Network diagnostics by IP and user: Shows details for each IP and associated user, helping locate issues geographically or by connection source.
Key performance indicators (KPIs)

Column	Description
User	Final user on the call (for transferred calls, only the last user appears).
External Media IP	Public IP routing media (can be a NAT, proxy, or TURN egress).
Calls	Total calls for that user and IP during the selected period.
% Calls with poor network	Portion of calls rated Poor.
% Calls with low MOS	Portion of calls with MOS below quality thresholds (for example, < 4).
% Calls with high packet loss	Portion of calls with packet loss > 1.5%.
% Calls with high jitter	Portion of calls with jitter > 30 ms.
% Calls with high latency	Portion of calls with RTT > 300 ms.
% Calls with ICE failure	Portion of calls where WebRTC connectivity (ICE) failed during setup.

Tip: Each external IP corresponds to a specific geographical location, enabling you to identify where network issues originate. This can highlight whether a problem stems from a user’s local setup or a broader infrastructure issue.