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Reporting and Analytics - Call Quality

Updated: 4/19/2024 2:15 AM

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:

  • Date Range and Time Periods.
  • View up to 3 months of data at a time with the ability to go back 18 months.

    NOTE: At this time, history is only available back to August 2020. The full 18 months of history will be available from February 2022 onward.
  • Download call details as a CSV file.
  • Printer-friendly report view.
  • Search and sort columns.
  • A consolidated view of each call segment can be found using the Call-ID.
MOS Calculation

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.

Criteria
Packet LossPercentage 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%.
JitterMeasurement, 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 Scale
Call QualityScore
Good3.5 to 5
Moderate2 to 3.4
PoorLess than 2
Call Quality Summary

View a summary of calls for all users.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Call Quality.

Use 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 ColumnsSelect columns you want to view from the Show/Hide Columns menu.
Table/Graph View (Icons)Switch between the table or graph view.
View Full Report

View detailed analytics and a Call Log. The Refresh button updates the view and the Print option (top right) is available for use.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Call Quality.
    3. Determine whether you want to view for all users or a single user:
       
      • For all users, Go to the All Users section and then click the View Full Report button.
      • For a single user, Go to the User column in the Table View and click a user.  
    Landing PageDate RangeUse the Time Period menu to select or customize a time period for the report.
    Call HistoryDisplays quality of each call.
     
    • All Calls
    • Good Calls
    • Moderate Calls
    • Poor Calls
    Call QualityDisplays overall call quality
    Call Log
    • Search for details
    • Export to Excel
    • The Call-ID is used to connect all segments of a call together.
    Save and Subscribe to Reports

    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:

    • Report Name
    • Report Type
    • Saved Report Creation Date
    • Created By
    • Subscription

    NOTE: Only the Super User, Account Administrators, Call Queue Administrators, Call Queue Reporting Administrators, and Reports Administrators can access reports.

    Save a Report

    You can save a customized report that you use frequently.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Call Quality.
    3. Click the Save icon.
    Subscribe to a Report

    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.

    IntervalDelivery TimeWhat's Included
    DailyFollowing day at the specified delivery timeThe day prior
    WeeklyOn Monday at the specified delivery timeThe prior calendar week (Sunday to Saturday)
    MonthlyOn the 1st day of the month at the specified delivery timeThe prior month

    NOTE: You cannot subscribe to a saved report with a custom date range; indicated by a N/A in the Subscribed column.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Saved Reports.
    3. Hover over a saved Call Quality report and then click the Subscribe icon.
    4. Select the hour in which the report should be emailed.
    5. Enter a custom message to include in the emailed report if applicable.
    6. Enter one or more email addresses separated by a space or comma or semicolon.
    7. Click Save.
    Edit/Remove a Subscription

    To edit or remove a subscription, hover over a saved Call Quality report and then click the Edit Subscription icon.

    • To edit a subscription, make changes and then click Save.
    • To delete a subscription, click the Remove Subscription button.
    • To remove an individual subscriber, click the X icon next to the email address and then click Save.
    NOTE: If a saved report is deleted, any associated subscription is automatically removed.
    Delete a Saved Report

    NOTE: If a saved report is deleted, any associated subscription is automatically removed.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Saved Reports.
    3. Hover over a saved report and then click the Trash icon to delete.
    4. Click Yes to confirm.
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