Why it matters
Call Quality reports help you identify whether call issues are caused by network conditions, device setup, browser/platform behavior, or specific users or channels. Use this report to investigate poor audio, dropped calls, latency, jitter, packet loss, and sessions that did not connect cleanly.
Key Concepts
Session: A call session captured by Whippy for call quality reporting.
Sessions with Summary: Sessions where Whippy captured quality data. Other call quality metrics are calculated from these sessions.
MOS: Mean Opinion Score. This measures perceived call audio quality on a 1-5 scale. Higher is better.
Jitter: Variation in packet arrival time. High jitter can cause choppy or robotic audio.
RTT: Round-trip time. High RTT can cause call delay or people talking over each other.
Packet Loss: Audio data that does not arrive successfully. High packet loss can cause missing words, clicking, or distorted audio.
Drop Rate: The percentage of sessions that ended badly, either before connecting or shortly after connecting.
Early-Drop Rate: The percentage of sessions that failed before connecting.
Built-in Call Quality Charts and Tables
The Call Quality report includes the following built-in views:
Summary cards: Total Sessions, Sessions with Summary, Avg MOS, P95 Jitter, P95 RTT, Avg Packet Loss, Drop Rate, and Early-Drop Rate.
Quality by Channel: A sortable table showing sessions, Avg MOS, Avg Jitter, Avg RTT, Avg Loss, Drop %, and Low MOS % by channel.
Quality by User: A sortable table showing sessions, Avg MOS, Drop %, Low MOS %, and Top Browser by user.
Quality by Browser: A sortable table showing sessions, Avg MOS, Drop %, and Low MOS % by browser.
Quality by OS: A sortable table showing sessions, Avg MOS, Drop %, and Low MOS % by operating system.
Recent Sessions: A session-level table showing started time, direction, user, channel, platform, browser, device, MOS, jitter, RTT, packet loss, samples, and detected issues.
Step-by-Step: View Call Quality Reports
Open Reports.
Select Call Quality.
Choose the date range you want to review.
Apply filters for user, channel, platform, or direction if needed.
Review the summary cards to understand overall quality for the selected calls.
Open Quality by Channel to compare quality across channels.
Open Quality by User to compare call quality across team members.
Open Quality by Browser and Quality by OS to identify browser or device environment patterns.
Open Recent Sessions to review individual call sessions and issue badges.
Filter Call Quality Reports
You can filter Call Quality reports by:
Date range: Review call quality for a specific reporting period.
User: Limit results to one or more users.
Channel: Limit results to one or more channels.
Platform: Filter by Web, iOS, Android, or Desktop.
Direction: Filter by inbound or outbound calls.
The selected filters update the summary cards, breakdown tables, and Recent Sessions table.
Understand Recent Sessions
The Recent Sessions table shows individual call quality records. Each row can include:
Started: Date and time the session started.
Direction: Inbound or outbound.
User: The user associated with the session.
Channel: The channel associated with the session.
Platform: Web, iOS, Android, or Desktop.
Browser and Device: Browser, browser version, and device information where available.
MOS, Jitter, RTT, and Loss: Session-level quality metrics.
Samples: Number of quality samples captured.
Issues: Health flags such as Early drop, Mid-call drop, Low MOS, Jitter, Packet loss, or Latency.
If a session has no summary yet, it may appear as pending.
Tips and Best Practices
Start with Avg MOS, P95 Jitter, P95 RTT, and Avg Packet Loss to understand the overall quality issue.
Use Quality by User to identify whether issues are concentrated around specific users or workstations.
Use Quality by Channel to identify whether issues are concentrated around specific phone channels.
Use Quality by Browser and Quality by OS to spot patterns related to browser, platform, or device environment.
Review Recent Sessions when troubleshooting a specific user report or call quality complaint.
Troubleshooting
Issue | Possible Cause | Fix |
Avg MOS is low | Audio quality may be poor across the selected calls | Review Quality by User, Channel, Browser, and OS to find the pattern |
P95 Jitter is high | Network instability may be causing choppy audio | Try a wired connection, move closer to Wi-Fi, or reduce other network activity |
P95 RTT is high | Latency may be causing delay | Turn off VPN, switch networks, or check the user's connection quality |
Packet loss is high | Audio packets may be dropping | Try ethernet, restart the router, or reduce heavy network usage |
Drop Rate or Early-Drop Rate is high | Calls may be failing before or shortly after connecting | Check platform, browser, microphone permission, VPN, and network stability |
Recent Sessions shows Pending | Quality summary data may not be available yet | Refresh later or review another session with captured summary data |