Network Diagnostics

User level: All levels

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Network Diagnostics is especially useful if:

• You experience choppy audio, robotic sound, call delays, or dropped calls
• You want to check your connection before starting your shift
• You manage a team and need better visibility into recurring call quality issues
• You want to confirm whether a problem is related to your internet connection

Instead of guessing, you can see exactly what’s happening with your network directly in the app.

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Two Ways to Access Network Diagnostics

You can open Network Diagnostics in two different ways, depending on whether you are on a call or not.

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From Settings (Before or Between Calls)

If you want to check your setup before making calls:

1. Open the Desktop app
2. Go to Settings
3. Select Troubleshooting
4. Click Check your network status under Network Diagnostics

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During a Live Call

If you are already on a call, you can open Network Diagnostics directly from the call screen:

1. Click More
2. Select Network Diagnostics

This opens the diagnostics panel for the active call. In this mode, you can see:

• Real-time network metrics
• Audio device status
• The Call Quality Score for the current call

The Call Quality Score provides a quick summary of how well the call is performing based on network conditions during that session.

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What You Can See in Network Diagnostics

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Network Section

The Network section gives you a real-time view of how your internet connection is performing. At the top, you’ll see an overall status label such as Good, which provides a quick summary of your current connection quality. Below that, you’ll find three key metrics that directly affect call quality.

• Latency (RTT) is measured in milliseconds and shows how long it takes for data to travel to the server and back. If latency is too high, you may notice delays in conversation, where people start talking over each other or responses feel slightly out of sync.
• Packet loss is shown as a percentage and represents how much audio data fails to reach its destination. When packet loss increases, parts of the conversation may cut out, sound distorted, or become robotic.
• Jitter, also measured in milliseconds, reflects how much your latency fluctuates. Even if latency is acceptable overall, high jitter can make audio sound choppy or unstable.

If your network conditions worsen, the overall status may change and you may see warnings during active calls. This helps you quickly understand whether your connection might be affecting call quality.

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Devices Section

The Devices section shows the current status of your audio hardware, so you can confirm everything is set up correctly before or during a call. Here, you’ll see the status of your microphone and speaker, along with the exact devices currently selected in the app. For example, your microphone may show as Active, and your speaker may show as Active – Stable. If a device becomes disconnected or unstable, the status will update accordingly, helping you quickly identify and resolve the issue. At the bottom of the Network Diagnostics screen, you’ll find quick links to common troubleshooting topics.

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What Happens If There’s a Problem?

If your network performance drops during a call, you may see a warning banner at the top of the screen. When this happens, a warning message appears below the metrics explaining what is affecting the call. When you click How to fix, you’ll be redirected to a support article with specific steps to improve your connection. These steps may include switching to a wired connection, reducing network congestion, or checking your internet setup. Instead of having to interpret the numbers yourself, the app highlights the problem and guides you toward a solution.

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