07/24/18 20:54 PM  

RingCentral Quality of Service (QoS) Reports Overview

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SummaryHow do I use the RingCentral Quality of Service (QoS) Reports Feature?
Details

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.

Key Features and Benefits

• Powerful dashboard with interactive run-time graphical representations of call quality information.
• At-a-glance overview of the global health of a phone system.
• Ability to pinpoint ID patterns in quality degradation on country, regional, and local levels.
• Ability to compare between voice codecs and internet service providers.
• Analysis of voice quality over time and in relation to call volume.
• Analysis of the user experience based on their device type.
• Tracking of quality trends down to the individual user level.
• Search capabilities with in-depth call information.
• Easy-to-understand quality scores based on transport information.
• Access Quality of Service reports through the RingCentral Online account or RingCentral Phone for Mobile.

Proactive Monitoring

• Identify potential issues based on patterns of drops in call quality.
• Correct quality issues before they become disruptive to the organization.

Reactive Investigation

• Effectively manage individual user escalations.
• Identify problematic calls and identify their root cause.


Availability

• Available to RingCentral Office Premium and Ultimate tiers.
• Can be accessed by Users with the Super Admin Role/Permissions. Go to User Roles and Permissions for more information.
• Can be accessed via the RingCentral Online account or the RingCentral Phone for Mobile.


How to view Quality of Service reports


Step 1:

Go to Reports > Quality of Service.

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Step 2:

Select which tab you want to view:

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Overview tab
Extensions tab
Calls tab


Overview tab

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

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• 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 Location: 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: https://support.maxmind.com/geoip-data-correction-request

• End Points: Quality by devices/apps used

• Codec: Quality by method used to encode/decode call

• ISPs: Quality by ISPs involved

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


Use filters:

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


Widgets

• 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.


Endpoints
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.
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Codecs
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.
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ISPs
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.
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Extensions tab

Focuses on the call quality for a particular user.

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• Search by user name or extension
• Weekly/monthly trends
Recent Calls and Problematic Calls: understand the history of calls quality for individual user
Geo Location: 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.

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• 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

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• 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.

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• 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



See Also

How to copy QoS Call Card Information?
RingCentral Quality of Service Reports Frequently Asked Questions

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