12/20/18 02:21 AM  

Reports - Quality of Service (QoS) - Tabs Overview | RingCentral

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SummaryThe RingCentral Quality of Service Reports feature several tabs — Overview, Extensions, Calls, and MOS Performance, which helps forecast and diagnose call quality issues.

Quality of Service Reports - Tabs Overview

RingCentral Quality of Service gives you the ability to anticipate and diagnose call quality issues impacting your users globally before they escalate to critical problems as well as troubleshoot problems reported by your users in near real time.

How to view Quality of Service reports

Go to Admin Portal > Analytics > Quality of Service.

Quality of Service

You will see the following tabs.

• Overview
• Extensions
• Calls 
• MOS Performance

Overview tab

Monitor and analyze your overall call quality via the displayed information and widgets.

Overview tab

• Quality Monitor: Shows overall quality Shows the percentage of good calls over the selected time period. A call is of good quality if the minimal mean opinion score (MOS) of both legs is >3.5.

• GeoIP Locations by Legs: Quality by IP address (way to pinpoint a location) 

NOTE: If the IP location listed is incorrect, you may submit a GeoIP data correction request to: 

Top ISPs: Quality by ISPs involved

• Top Endpoints: Quality by devices/apps used

Top Codecs: Quality by method used to encode/decode call

• Quality vs. Volume: Shows quality of calls and the volume of calls throughout the day

Use filters:

• Date Range: filter based on pre-defined time periods or a user-defined range
• Location: filter based on location of call
• Endpoints: filter based on types of endpoint in RingCentral network
• Codecs: filter based on types of Codecs being utilized for calling in the RingCentral network
• ISPs: filter by the ISPs that are being used in the RingCentral network


• Mousing over any segment of the double donut will display details. 
• Clicking on that area will add a filter in-line with the area of the donut being pointed to.


Shows the distribution of call quality by all available endpoints.

• Analyzes the user experience based on their device type.
• Inside ring represents the breakdown of call volume by Endpoints
• Outside ring shows their correlation to the quality of the calls
• Quality by Endpoints is based on the quality of the call leg that belongs to the selected type of endpoint, NOT on the overall call.
User-added image


Shows distribution of quality of codecs. Left-click on sector to drill details. 

• Displays call quality broken down by codecs. Allows customer to investigate how a codec performs with their network.
• Inside ring represents the breakdown of call volume processed by each codec
• Outside ring shows their correlation to the quality of the calls
• Quality by Codecs is based on the quality of the call leg that belongs to the selected codec, NOT on the overall call.
User-added image


Shows distribution of quality of ISPs. Left-click on sector to drill details.

• Displays the related concentration of call quality by ISPs.  It allows customers to relate a network issue to a particular ISP.
• Inside ring represents the breakdown of call volume processed by ISP
• Outside ring shows their correlation to the quality of the calls
• Quality by Codecs is based on the quality of the call leg that belongs to the selected ISP, NOT on the overall call.
User-added image

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Extensions tab

Focuses on the call quality for a particular user.

• Search by Name or Extension and/or Date Range
• Weekly/monthly trends
Recent Calls and Problematic Calls: understand the history of calls quality for an individual user
Geolocation Map: allows users to view call quality spread based on the Geo IP Locations of the users’ devices
• Allows users to analyze usage and quality patterns as they relate to time and weekday of calls
• Reporting by Endpoints and ISPs: shows the quality scores for all endpoints and internet service providers in use by the individual during the selected time interval, broken down by average uplink and downlink scores

Recent Calls and Problematic Calls

See recent call history or filter via Problematic Calls to see call data for calls with poor quality.

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Calls tab

Chronological listing of all calls which can be filtered to view details.

• View quality data at a per call level to identify specific interactions for detailed investigations
• Includes full list of call records based on user-selected filters.
• Each record contains basic info about the call, its quality, as well as the record’s call card.
• Searches, sorts, and filters available to help identify exact calls.

Call Records - QoS Details

• Time: when the call was placed (normalized, based on the user’s time zone)
• From: who initiated the call, name and number/extension. Click on this to redirect to the EXTENSIONS tab
• To: who received the call, name and number/extension
• Direction: details on which of the parties are in the RingCentral network and which are not
• Duration: length of the call (if call is not yet complete, you will see the word Live)
• Call Score: approximate overall call quality (1-4.5) as it relates to RC

NOTE: Click on a name (From or To) to view the details on the EXTENSIONS tab. Click anywhere else (Time, Direction, Duration, Call Score, Result) in the row to pull up the record's Call Card.

Call Card

Call details are split by each party in the call represented by showing the information/packet flow from Client to RingCentral and RingCentral to Client. This allows the Admin to isolate what part of the call contributes to quality issues.

• Packet Loss -  occurs when one or more packets of data traveling across a computer network fail to reach their destination
• Jitter -  related to the variation in the delay of delivery of packets, causing some packets to arrive out of order
• Latency -  measure of delay or how long it takes for a packet of data to get from one designated point to another in a system
• Burst Density - amount/fraction of data packets that were either lost or discarded within burst periods, since the beginning of reception.
Client IP - identifier assigned to each device connected to the network
Client IP Location -  location the Client ISP is situated
Endpoint - type of endpoint utilized by that party in the call
Device - device model used at the endpoint
Client ISP - ISP being used for that leg of the call
Codec - codec involved in the encoding/decoding of the call

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MOS Performance

The Quality of Service Mean Opinion Score (MOS) Performance dashboard provides an overview of call quality levels based on the minimum and target MOS thresholds for the previous month. 

To deliver superior call quality, we expect a minimum average monthly MOS  score of 3.5 or more for RingCentral core services.

While 3.5 is the minimum acceptable for a good call, we generally aim for an average of 3.8 or above to maintain excellent quality levels.

A summary of the key metrics available in the MOS dashboard is as follows:

For All Legs of the Call:

Daily quality trend for all call legs, not only those within the RingCentral core network.

Upstream and downstream quality levels for Geo IP locations, end‐point types, and ISPs. This information enables you to immediately identify problematic locations, ISPs, or endpoints and address the issues.

For RingCentral Core service:

Breakdown of MOS averages based on RingCentral targets.
(This is the percentage of calls at least 3.5 or more and the percentage of calls at least 3.8 or more.)

Average MOS scores of RingCentral core services.

NOTE: The RingCentral core service consists of the network and supporting facilities between and among the RingCentral points of presence (PoPs), up to and including the interconnection point between RingCentral’s network and facilities, the public Internet, private IP networks, and the PSTN. The RingCentral Network does not include the public Internet, a Customer’s own private network, or the Public Switched Telephone Network (PSTN).

Previous Month Trends

The MOS Performance tool shows the previous month’s trends. For example, if in the month of August, it will show the month of July trends.

Previous month trends

Performance Averages

Based on the RingCentral goal of providing a minimum average of 3.5 or more for our core services, but targeting better than 3.8 or more. The chart shows the actual percentage of calls with RingCentral core MOS higher or equal to 3.5 (see the left donut) and 3.8 (see the right donut).

Performance averages

Daily Trend

This shows a daily trend of average scores for all call legs.

Daily Trend

Upstream and Downstream MOS Performance

This section provides insights into the difference between the upstream and downstream MOS performance. All legs, not only RingCentral core service, are taken into consideration.

Upstream and Downstream MOS Performance


This section shows a breakdown of MOS Performance by endpoints.

Endpoints section

See Also

Reports - Quality of Service (QoS) - Overview | RingCentral
Reports - Quality of Service (QoS) - Copy Call Card Information | RingCentral
Reports - Quality of Service (QoS) - Frequently Asked Questions | RingCentral

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