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Call Quality Dashboard

Monitor and troubleshoot call quality across your account with detailed per-call and aggregate metrics, including MOS, jitter, RTT, and packet loss

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Written by Valeriia Volobrinskaia

In this article, you'll learn how to access the dashboard, what each section shows, and how to use the data to diagnose and resolve call quality problems on your own.

User level: Admin

The Call Quality Dashboard gives you a single view of how your calls are performing, both overall and per agent. You can see whether quality issues come from your own network, a specific agent's setup, or something else entirely.

The Call Quality Dashboard is useful when:

  • Agents report choppy audio, dropped calls, or one-sided conversations

  • You want to track call quality trends over time instead of reacting to individual complaints

  • You need to determine whether a problem is on your network side or somewhere else

  • You want to identify which agents are consistently experiencing poor call quality

  • You need to share quality data with your support team to speed up issue resolution

How to Access the Call Quality Dashboard

  1. Log in to CloudTalk

  2. In the left sidebar, scroll down to Settings

  3. Click Account

  4. Select Call quality

At the top of the page, you'll find two filters:

  • Time range lets you choose the period to analyze (e.g. Last 30 days)

  • Agents lets you narrow the view to one or more specific agents

Use Clear filters on the right to reset to the default view.

Which calls appear in the dashboard?

The dashboard includes all answered calls (including internal calls) that have QoS data available, typically calls lasting at least 5 seconds. Some calls may not appear if the carrier or the agent's hardware phone did not send the necessary quality data to CloudTalk. This is normal and does not indicate a problem with those calls.

Call Quality Dashboard Breakdown

Overall Call Quality

The first panel shows a donut chart with the total number of calls in the selected time range, classified by their MOS (Mean Opinion Score). MOS is a standard measure of voice quality on a scale of 1 to 5, where higher is better.

Each call is placed into one of three categories:

  • Good (green): MOS of 3.5 or higher. Audio was clear with no noticeable issues.

  • Fair (yellow): MOS between 2.5 and 3.5. Some quality degradation may have been noticeable.

  • Poor (red/orange): MOS below 2.5. Significant audio problems like distortion, delays, or dropouts.

Below the chart, you'll see the percentage and count for each category. If the vast majority of your calls are "Good," your overall setup is solid. If "Poor" is climbing, the sections below will help you pinpoint why.

Quality Distribution by Metric

This panel breaks quality down by the four key network metrics that affect voice calls. For each metric, you can see what percentage of calls were Good, Fair, or Poor.

MOS is the overall voice quality score described above. This bar gives you the same Good/Fair/Poor split in a different visual format.

RTT (Round Trip Time) measures the delay, in milliseconds, for data to travel from one side of the call to the other and back. High RTT causes conversations to feel out of sync, with people talking over each other. Note that RTT is only measured on calls where this data is available, so the number of calls shown here may be lower than the total.

Jitter measures how much the delay fluctuates during a call. Even if your average latency is fine, high jitter makes audio sound choppy or robotic because packets arrive at irregular intervals.

Packet loss shows what percentage of audio data didn't reach its destination. When packet loss goes up, you'll hear gaps, clipping, or missing words in the conversation.

If one metric shows a high percentage of Poor calls while others look healthy, that tells you exactly where to focus your troubleshooting. For example, high jitter with low packet loss typically points to an unstable Wi-Fi connection rather than insufficient bandwidth.

Call Quality Over Time

This stacked bar chart shows the Good/Fair/Poor split (by MOS) for each day in the selected time range.

It helps you answer questions like:

  • Is quality getting better or worse over time?

  • Did a specific date have a spike in poor calls?

  • Did a network change or office move improve things?

Days with no call activity will appear as empty bars. If you see a sudden cluster of orange or red on a particular date, check the "Calls with Poor MOS" table below for details about those specific calls.

Calls with Poor MOS

This table lists every call where the customer-side MOS score fell below 3.5. For each call, you can see:

  • Date / time of the call

  • Agent who handled it

  • Contact information

  • Duration of the call

  • MOS score (highlighted in red when especially low)

  • Recording playback, so you can listen and confirm the quality issue

A MOS of 1.00 typically indicates a call with severe issues (no audio, immediate drop, or a complete connection failure). If you see multiple 1.00 scores from the same agent, it likely points to a problem with that agent's local setup, such as their network, headset, or device configuration.

Quality per Agent

The final section shows call quality broken down by individual agent. For each agent, you'll see:

  • Calls: total number of calls in the selected period

  • MOS quality: a visual bar showing the proportion of good vs. poor calls

  • Poor calls: the count and percentage of calls that scored below the threshold

  • More metrics: click View to open the detailed metric breakdown (jitter, RTT, and packet loss) for that agent

This is where patterns become clear. If one agent has 55% poor calls while everyone else is at 0%, the issue is almost certainly local to that agent's setup, not your overall infrastructure. Start by checking their internet connection, headset, and whether they're on Wi-Fi or a wired connection.

What to Do When You Spot Issues

If the dashboard reveals quality problems, here are practical next steps:

  • Single agent with poor quality: Check their internet connection, switch from Wi-Fi to wired if possible, and verify their headset is working properly. See our Fix Call Quality article for step-by-step guidance.

  • Multiple agents affected at the same time: This usually points to a shared network issue. Have your agents run a speed test to confirm their connection is working as expected. If the results look fine and the dashboard still shows poor quality across multiple agents, contact our support team immediately, as the issue may be on our side. Check whether your office bandwidth is sufficient during peak hours and consider setting up Quality of Service (QoS) to prioritize voice traffic.

  • Ongoing issues you can't resolve: When contacting support, have a few specific Call IDs ready from the affected calls. You can find them in the dashboard's "Calls with Poor MOS" table. Sharing Call IDs (along with the agent name, date/time, and MOS scores) lets our team pinpoint the problem much faster. For details on where to find your Call ID, see Report Call Issues.

  • You can also use Network Diagnostics in the desktop app to check an agent's connection in real time during a call.

Need help or have a question? Just reach out through our Support portal — we're here for you.

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