The Network Diagnostics feature helps you understand how your internet connection and audio devices affect call quality in real time.
In this article, you’ll learn how to access Network Diagnostics, what the different metrics mean, and how to use this information to troubleshoot call quality issues
User level: All levels
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.
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.
From Settings (Before or Between Calls)
If you want to check your setup before making calls:
Open the Desktop app
Go to Settings
Select Troubleshooting
Click Check your network status under Network Diagnostics
During a Live Call
If you are already on a call, you can open Network Diagnostics directly from the call screen:
Click More
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.
What You Can See in Network Diagnostics
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.
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.
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.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!