Aircall Help Center | Analytics Essential: Network Diagnostics dashboard

The Network Diagnostics dashboard provides a clear view of the network quality and performance of your calls, allowing you to proactively detect and resolve technical issues that can affect call reliability and audio experience.

By leveraging these insights, you can optimize call quality, strengthen infrastructure, and enhance both agent and customer satisfaction.

Who can access it

The Network Diagnostics dashboard is available to users with Admins and Supervisors roles.

The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.

What you can do with this dashboard

This dashboard enables you to:

Monitor the overall network health of your calls, visualized as a distribution of excellent, good, or poor call quality over time.
Detect specific network issues, such as packet loss, jitter, latency, or ICE failures, and measure their frequency and impact.
Identify trends by user, IP, or location, highlighting which agents or network environments consistently experience degraded call quality.
Take targeted, data-driven actions to improve your network infrastructure and reduce the risk of recurring problems.

Here’s how you can act on what the data reveals:

Issue	What to look for	Recommended action
High latency (>300ms)	Calls delayed in round-trip time (RTT)	Review routing or consider adjusting server regions to reduce latency.
Packet loss (>1.5%)	Audio drops or interruptions	Investigate network congestion and apply Quality of Service (QoS) prioritization.
High jitter (>30ms)	Uneven or distorted audio	Ensure a stable, low-variance network connection and monitor bandwidth usage.
User-specific degradation	Repeated poor-quality calls from a single user	Review the user’s local setup, Wi-Fi strength, VPNs, or hardware configuration.
ICE failures	Connection issues during call setup	Revisit NAT traversal and firewall configurations to improve call establishment success.

Taking these actions will help you enhance call reliability, reduce disruptions, and minimize support requests related to poor audio or connectivity.

Overview of sections in this dashboard

Network diagnostics overview: View the overall call quality distribution (excellent, good, poor) and how it evolves over time.
Network issues breakdown: Analyze the specific network metrics (packet loss, jitter, latency) that affect call quality.
Learn where the issues come from: Identify which users, IPs, or locations are associated with poor-quality calls and investigate root causes.

General tip

Tip	Description
Hide and show elements of a graph	Click directly on the legend to hide a metric. Click again to display it.
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.

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 .

Note: Only completed calls have associated network quality metrics.

Navigating the Network Diagnostics dashboard

Network Diagnostics overview

Image showing overview of main ND dasboards

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.

Note: Internal calls between Aircall users are excluded.

Network issues breakdown

This section provides a deeper look into the metrics affecting call quality, focusing on packet loss, jitter, and latency. The former breakdown charts have been simplified into three dedicated charts that surface the same insights more clearly.

You will find three tiles:

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

These tiles help you immediately see which metric is most frequently impacting 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.

Note: These metrics are calculated only for connected calls.

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.

By leveraging these insights, you can optimize call quality, strengthen infrastructure, and enhance both agent and customer satisfaction.

Who can access it

The Network Diagnostics dashboard is available to users with Admins and Supervisors roles.

The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.

What you can do with this dashboard

This dashboard enables you to:

Monitor the overall network health of your calls, visualized as a distribution of excellent, good, or poor call quality over time.
Detect specific network issues, such as packet loss, jitter, latency, or ICE failures, and measure their frequency and impact.
Identify trends by user, IP, or location, highlighting which agents or network environments consistently experience degraded call quality.
Take targeted, data-driven actions to improve your network infrastructure and reduce the risk of recurring problems.

Here’s how you can act on what the data reveals:

Issue	What to look for	Recommended action
High latency (>300ms)	Calls delayed in round-trip time (RTT)	Review routing or consider adjusting server regions to reduce latency.
Packet loss (>1.5%)	Audio drops or interruptions	Investigate network congestion and apply Quality of Service (QoS) prioritization.
High jitter (>30ms)	Uneven or distorted audio	Ensure a stable, low-variance network connection and monitor bandwidth usage.
User-specific degradation	Repeated poor-quality calls from a single user	Review the user’s local setup, Wi-Fi strength, VPNs, or hardware configuration.
ICE failures	Connection issues during call setup	Revisit NAT traversal and firewall configurations to improve call establishment success.

Taking these actions will help you enhance call reliability, reduce disruptions, and minimize support requests related to poor audio or connectivity.

Overview of sections in this dashboard

Network diagnostics overview: View the overall call quality distribution (excellent, good, poor) and how it evolves over time.
Network issues breakdown: Analyze the specific network metrics (packet loss, jitter, latency) that affect call quality.
Learn where the issues come from: Identify which users, IPs, or locations are associated with poor-quality calls and investigate root causes.

General tip

Tip	Description
Hide and show elements of a graph	Click directly on the legend to hide a metric. Click again to display it.
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.

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 .

Note: Only completed calls have associated network quality metrics.

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.

Note: Internal calls between Aircall users are excluded.

Network issues breakdown

You will find three tiles:

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

These tiles help you immediately see which metric is most frequently impacting 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.

Note: These metrics are calculated only for connected calls.

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.