The Call Quality report displays the overall quality of inbound and outbound calls that were evaluated (rated) by the Mean Opinion Score (MOS). Options to help you organize information include:
MOS uses technical information about a call, such as packet loss and jitter, to score the overall call quality from 1 to 5. Calls are rated by assessing the connection between each caller and the Vonage network. A lower MOS score on this report most likely indicates a connectivity issue on one of the callers local networks or with their internet connection.
NOTE: A lower score does not always result in poor audio quality. If you experience poor audio, see Customer Troubleshooting: Sound Quality for details.
| Packet Loss | Percentage of data packets lost in transmission during the call. Higher packet loss may have a negative impact on call quality. NOTE: The Call Log only displays the highest percentage of packet loss evaluated. For example, if your average packet loss was 5% but your peak packet loss was 30%, the call log only displays 30%. |
| Jitter | Measurement, in milliseconds, of the delay between data packets being received. Higher jitter may have a negative impact on call quality. NOTE: The Call Log only displays the highest measurement of jitter evaluated. |
| Call Quality | Score |
| Good | 3.5 to 5 |
| Moderate | 2 to 3.4 |
| Poor | Less than 2 |
View a summary of calls for all users.
Use Filter Day/Time and the Time Period menu (top left) to select or customize a time period for the summary.
Click Refresh to update the view, or use the Download or Print options (top right). You can also customize your views using the following options:
| Show/Hide Columns | Select columns you want to view from the Show/Hide Columns menu. |
| Table/Graph View (Icons) | Switch between the table or graph view. |
View detailed analytics and a Call Log. The Refresh button updates the view and the Print option (top right) is available for use.
| Landing Page | Date Range | Use Filter Day/Time and the Time Period menu to select or customize a time period for the report. |
| Call History | Displays quality of each call.
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| Call Quality | Displays overall call quality | |
| Call Log |
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The Saved Reports landing page displays all of the saved reports. You can hover over a report, then click an icon to view, download (PDF or CSV), email, schedule email delivery (subscribe to a report), or delete saved reports.
You can sort the columns by the following:
NOTE: Only the Super User, Account Administrators, Call Queue Administrators, Call Queue Reporting Administrators, and Reports Administrators can access reports.
You can save a customized report that you use frequently.
Saved Call Quality reports can be emailed to you and others at an interval determined by the time period you selected in your saved report i.e. Today, Last Week, etc.
A custom delivery time can be selected which will be based on the account's time zone. If a custom time is not selected, subscribed reports will be delivered at 8:00 am in the account's time zone.
| Interval | Delivery Time | What's Included |
| Daily | Following day at the specified delivery time | The day prior |
| Weekly | On Monday at the specified delivery time | The prior calendar week (Sunday to Saturday) |
| Monthly | On the 1st day of the month at the specified delivery time | The prior month |
NOTE: You cannot subscribe to a saved report with a custom date range; indicated by a N/A in the Subscribed column.
To edit or remove a subscription, hover over a saved Call Quality report and then click the Edit Subscription icon.
NOTE: If a saved report is deleted, any associated subscription is automatically removed.