Call Quality
The Quality dashboard shows aggregated call quality metrics for your account, helping you identify and troubleshoot degraded calls.
What is MOS?
Call quality on this page is reported primarily through MOS — Mean Opinion Score. MOS is the industry-standard rating for voice quality, expressed on a 1 to 5 scale where higher is better:
| MOS | Perceived quality |
|---|---|
| 4.3 – 5.0 | Excellent — indistinguishable from in-person |
| 4.0 – 4.3 | Good — minor issues, callers unlikely to care |
| 3.5 – 4.0 | Fair — occasional glitches noticeable |
| 3.0 – 3.5 | Poor — callers likely to complain |
| Below 3.0 | Unacceptable — conversation is difficult |
MOS is computed from measurable factors like jitter, packet loss, and latency, so you can use it as a single headline number without interpreting each underlying metric.
KPI Cards
At the top of the page, four cards summarize key metrics for the selected time period:
- Avg. MOS — Mean Opinion Score averaged across all answered calls. Scores above 4.0 are good, 3.5–4.0 are fair, and below 3.5 indicate quality issues.
- Avg. Jitter — Average jitter in milliseconds. Lower values indicate more consistent audio delivery.
- Avg. Packet Loss — Average percentage of packets lost during calls.
- Total Calls — Number of answered calls with quality data in the selected period.
MOS Over Time
The area chart displays how MOS trends over the selected time window. A dashed red line marks the 3.5 quality threshold — calls below this line may have noticeable audio issues.
Lowest Quality Calls
A table lists the worst-quality calls sorted by MOS (lowest first). Each row shows the call time, direction, caller, recipient, duration, MOS score, jitter, and packet loss. Use this to identify specific calls that experienced quality degradation.
Time Range
Toggle between two views:
- Last 24 Hours — Hourly buckets for the past day.
- Last 7 Days — Daily buckets for the past week.