Call Diagnostics Dashboard

⚠️ This Dashboard is currently in Beta.

Please note:

The Call Diagnostic Dashboard (available through the Analytics+ plugin) contains even more details about calls with quality issues. For example, you can click on the poor and good audio calls on the charts to inspect the details related to these calls. Learn more here.

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The Call Diagnostics Dashboard provides comprehensive insights into the quality and performance of your calls, enabling you to identify and address issues proactively.

You will be able to identify:

• The overall distribution of call audio quality (excellent, good, poor) over a filtered time interval.
• The average Mean Opinion Score (MOS) over specified time intervals (hours, days, months..).
• The percentage and specific instances of calls experiencing high packet loss, jitter, latency, and ICE failures.
• Detailed diagnostics by IP and user, showing poor audio calls categorized by quality metrics.

With this information, you will be able to make informed improvements. For example:

• High Latency: If a significant percentage of calls show high latency (RTT above 300ms), consider investigating network routing.
• Packet Loss: High packet loss rates might indicate issues with network reliability or congestion. Check your network infrastructure and consider quality of service (QoS) improvements.
• Jitter: Calls with high jitter can lead to poor audio quality. Ensure your network is stable and not experiencing excessive variability in packet arrival times.
• User Performance: If specific users consistently experience poor audio quality, consider reviewing their network setup based on their IP location.
• Infrastructure Enhancements: Regularly high ICE failures might necessitate reviewing and enhancing your network's NAT traversal and firewall configurations.

By leveraging the insights provided by the Call Diagnostics Dashboard, you can optimize call quality, enhance user satisfaction, and reduce the incidence of support tickets related to call performance issues.

Availability of this dashboard

This dashboard is currently available to companies with the Professional plan, visible to users with admin or supervisor roles.

Terms used in this dashboard

The main terms used in this dashboard are described in the article Analytics: Terms in the Call Diagnostics section.

⚠️ Please note: Only completed calls have quality metrics.

General tips

Overview of this Dashboard

On this dashboard, you can quickly assess your call diagnostics with the summary monitors at the top of the page, providing a snapshot of call quality.

⚠️ Please note: This dashboard specifically provides information about connected calls and excludes internal calls between Aircall users.

⚠️ Please note: A quick definition of each KPI or graph is given as a tooltip:

⚠️ Please note: In this dashboard, you can find a classification of call audio quality into three levels. Calls with poor audio are characterized by significant issues such as high jitter, latency, packet loss, or a low Mean Opinion Score (MOS) falling below quality thresholds. Calls with good audio have acceptable quality, with minor issues in jitter, latency, or packet loss, and an MOS near the quality thresholds. In contrast, calls with excellent audio have superior quality, minimal issues, and a high MOS well above the quality thresholds, indicating high user satisfaction. Find more info in TERMS and METRICS

Call diagnostics overview

In this section, the summaries and general statistics of call quality are displayed.

Specifically, you can learn:

• How many calls exhibited poor audio quality?
• How is the number of calls with audio issues evolving over time?

Call diagnostics summary

Here we can see the counts and percentages of calls with poor, good, or excellent audio.

Call diagnostics summary over time

In this section, you can assess the overall trends and performance metrics related to call diagnostics.

MOS Summary

In this section, we can see the average MOS (Mean Opinion Score) over a time interval or broken down by date and also the percentage of calls with MOS lower than 4.

Call diagnostics overview KPI’s

Call issues breakdown

In Call issues breakdown section you can see a detailed analysis of the network factors impacting call quality, include key metrics details jitter, packet loss and latency for poor and good audio calls

Specifically, you can learn:

• What are the network KPIs associated with calls that have poor o good audio quality?
• What are the current weaknesses of your network, or which aspects are at risk of becoming weaknesses?

Calls with poor audio - Breakdown

In this section you can see the detail by network KPIs of calls with poor audio.

Calls with good audio - Breakdown

In this section you can see the detail by network KPIs of calls with good audio.

Call issues breakdown KPI’s

Learn where the issues come from

You can then use this section to delve into specific issues affecting your calls. This section helps you identify the root causes of call quality problems, allowing you to respond with targeted actions to improve the overall user experience

In this section, you can identify the reasons for poor call quality as well as their locations based on IP and affected users.

Specifically, you can learn:

• Are calls with poor audio coming from a specific external IP?
• Are calls with poor audio coming from a specific user on one or more external IPs?
• What number of calls with good audio, but not excellent, do I have on different external IPs?

Call diagnostics per IP

In this section you can see the top 15 IPs with the most calls with poor audio.

Call diagnostics Breakdown by IP and user

In this section you can see the detail of network KPIs in calls with poor audio by IP and user.

⚠️ Please note: Each IP address corresponds to an exact geographical location for user connections. This location data allows us to identify the specific network environment and physical location of the client's device during a call. By analyzing this information, we can accurately pinpoint where call quality issues originate.

Filters available in this dashboard