Get Call Quality Details

Note: Available for 8x8 Work Service Quality Managers only.

Use the Call Quality Dashboard to monitor and improve voice quality across your call center. Get a consolidated view of all call-quality metrics, filter data by specific metrics, and quickly drill down into individual-agent data to identify and resolve call-quality performance issues. View Mean Opinion Score (MOSClosedMean Opinion Score provides a numerical measure of the quality of human speech at the destination end of the circuit.) ratings, track call quality trends, and generate custom reports to support better call quality and improved service delivery.

Features

  • Analyze call trends: Identify recurring voice quality issues.
  • View MOS scores: See average and individual call ratings to ensure service quality.
  • Troubleshoot faster: Drill into endpoint-specific metrics to diagnose poor quality calls.
  • Customize your dashboard: Filter by PBXClosedPrivate Branch Exchange—a private telephone network used within a company., Score Group Option, Extension, Site ID and Peer-Peer number
  • Export reports: Download CSV or Excel reports for analysis and archiving.

The Call Quality dashboard is available in Analytics for 8x8 Work.

To access the Call Quality dashboard:

  1. Log in to Analytics for 8x8 Work.
  2. From the navigation menu, select Call Quality .
  3. Use the calendar and time selectors to choose your desired date and time range. To learn more, see Customize the report settings.

  4. Apply filters for PBX, Score Group Option, Extension, Site ID and Peer-Peer number as needed. To learn more, see Customize the dashboard.

Note: Click Export this file in the upper-right corner of the Call Quality Detail table to download the data to CSV or Excel.

Call Quality dashboard showing filters, overall call quality distribution (Excellent, Good, Fair, Poor), total calls, and individual call score table

Use the Call Quality Trend board to track changes in call quality over days, weeks, or months. This report visualizes call score distributions and Mean Opinion Score (MOS) trends over time.

Features

  • Data visualization: View diagrams for Call Quality Trend and Call Ratio, alongside Average call quality and Total calls, based on Mean Opinion Score (MOS).
  • Performance categorization: See a breakdown of call performance across quality levels: Excellent, Good, Fair, Poor, and N/A.
  • Flexible filtering: Narrow results using filters for PBX, Score Group, Extension, Site ID, and Peer-Peer number.
  • Exportable data: Download report results in CSV or Excel format for deeper analysis and archiving.

To access the Call Quality Trend board:

  1. Open the Call Quality Dashboard.
  2. In the upper-right corner, click View trend.
  3. Use filters and date selectors to refine the view. To learn more, see Customize the dashboard.

The Call Quality Trend page displays line charts of call quality trends and ratios over time, and a table showing daily call breakdowns by quality level.

Note: Click Export this file in the upper-right corner of the Call Quality Trend table to download the data to CSV or Excel.

Call Quality Trend board with filters, line charts for call quality ratio over time, and a table showing daily call breakdowns by quality level.

Drill down into individual calls to understand local and remote performance.

To access the Endpoint voice quality report:

  1. Open the Call Quality Dashboard..
  2. Go to the Call Quality Detail table.
  3. Click a specific call entry to open the Endpoint voice quality panel.

This view presents voice quality data for individual calls, grouped into the following categories:

  • Local: Displays local call information: Timestamp, Call Id, Session desc, From, To, Endpoint, Jitter, Packet loss, Latency, Burst gap loss, PublicIpAddr, LocalAddr, RemoteAddr, QualityEst
  • Remote: Displays call route information: Start time, Call Id, Session desc, From, To, Endpoint, Jitter, Packet loss, Latency, Burst gap loss, PublicIpAddr, LocalAddr, RemoteAddr, QualityEst
  • Report: Displays server and network information: Call Id, BID, Proxy Server, Relay Server, To Endpoint Relay, To Endpoint Time, From Endpoint Relay, From Endpoint Time

Endpoint voice quality report showing location map and technical call details

You can adjust filters, columns, and views to prioritize specific metrics.

Filtering options

  • PBX: Select the PBX to display relevant data. Your selection is saved for future sessions.
  • Score group: Filter by quality rating
  • Extension: Focus on a specific user or agent.
  • Site ID: View data from a specific location.
  • Peer-Peer Number: Filter by IP or SSRC details.
  • Date & Time: Choose from preset or custom ranges.
  • Time Zone: Select the correct zone for time accuracy.

Additional tool

  • Reset all: Restore default filter settings with one click.

To find more about how to customize a dashboard in Analytics for 8x8 Work, see Customize report settings.

Call Quality Details filter bar showing dropdown filters for PBX, score group option, extension, site ID, and peer-to-peer number, along with a Reset all button

Select visible columns

To customize your table view:

  1. In the upper-right corner of the call table, click the Edit columns icon.
  2. Drag metrics between Visible and Hidden columns.
  3. Reorder columns by dragging them up or down.
  4. Add or remove a column by clicking + or next to it.
  5. Click Save to apply changes, or Reset to restore the default view.

Edit Columns dialog in Call Quality Details showing visible and hidden columns, with options to drag, remove, or add columns such as Start, End, Extension, and User Device Details

Search for calls

Use the Search bar in the upper-right of the table to find calls by any metric, such as score, extension, site ID or name, etc.

Sort column values

Sort data in any column alphabetically or numerically:

  • Click the arrow icon in the column header to reorder values.

Voice Quality (VQ) Score is calculated from the Mean Opinion Score (MOS), which reflects the quality of human speech on a scale from 0 to 5.

VQ Score MOS Score
Excellent 4.0 to 5.0
Good 3.0 to 4.0
Fair 2.5 to 3.0
Poor 0.1 to 2.5
N/A(NA) 0.0 or 127

Additional metrics

  • Call Volume Ratio = Call volume / Average call volume.

    A ratio over 1 indicates a higher-than-average call load.

  • Poor Quality Ratio = Poor calls / Total calls

    Lower ratio = better overall call quality.

The Call Quality Details page provides granular and summary-level call performance data.

Includes:

  • Average Call Quality Score: Displays the quality of human speech at the destination of the circuit.
  • Total calls and score breakdown: By Excellent, Good, Fair, Poor and N/A
  • Call Quality Detail table: Displays individual calls with score, timestamps, extension, owner, and more.

To learn more, see Glossary: Call Quality Details.

Call Quality Details report showing filters at the top, an average call quality score bar with totals and score breakdown (Excellent, Good, Fair, Poor, N/A), and a detailed table listing individual calls with score, time, extension, owner, and site data

The following table displays some of the most important parameters in a voice quality report.

Column Description
Score Mean Opinion Score (MOS) rating of voice quality
Start Start time of the call
End End time of the call
Ipbx ID Identifier of the phone system
Extension Phone system extension number involved in the call.
Extension Owner The assigned user of the phone system extension number
Side ID The ID of the site where the call was received
Side Nume Custom name of the site from the 8x8 Admin Console for the call’s destination
Peer Number The IP address, port, and SSRC of the session peer, as seen from the remote endpoint that measures performance
NLR% Network packet loss ratio, in percentage
JDR% Packet ratio discarded from the jitter buffer, in percentage. Packet Loss occurs primarily due to handling jitter
JBN This is the current nominal jitter buffer delay in milliseconds, which corresponds to the nominal jitter buffer delay for packets that arrive exactly on time. Added latency occurs primarily due to handling jitter.
Payload Real-Time Transport (RTPClosedReal-time Transport Protocol) payload indicates Codec usage.
User device Details Endpoint device model and firmware information
Call Origin Location The originating location for the call
Origin Public IP The Public IP address of origination
Route Location The next location in the call path route
Route IP The Public IP address of next location in the call path route
Network Type Type of network (Wi-Fi, VPN, etc.)