The Network Diagnostics dashboard provides a clear view of the network quality and performance of your calls, allowing you to proactively detect and resolve technical issues that can affect call reliability and audio experience.
By leveraging these insights, you can optimize call quality, strengthen infrastructure, and enhance both agent and customer satisfaction.
Who can access it
The Network Diagnostics dashboard is available to users with Admins and Supervisors roles.
The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.
What you can do with this dashboard
This dashboard enables you to:
Monitor the overall network health of your calls, visualized as a distribution of excellent, good, or poor call quality over time.
Detect specific network issues, such as packet loss, jitter, latency, or ICE failures, and measure their frequency and impact.
Identify trends by user, IP, or location, highlighting which agents or network environments consistently experience degraded call quality.
Take targeted, data-driven actions to improve your network infrastructure and reduce the risk of recurring problems.
Here’s how you can act on what the data reveals:
| Issue | What to look for | Recommended action |
|---|---|---|
| High latency (>300ms) | Calls delayed in round-trip time (RTT) | Review routing or consider adjusting server regions to reduce latency. |
| Packet loss (>1.5%) | Audio drops or interruptions | Investigate network congestion and apply Quality of Service (QoS) prioritization. |
| High jitter (>30ms) | Uneven or distorted audio | Ensure a stable, low-variance network connection and monitor bandwidth usage. |
| User-specific degradation | Repeated poor-quality calls from a single user | Review the user’s local setup, Wi-Fi strength, VPNs, or hardware configuration. |
| ICE failures | Connection issues during call setup | Revisit NAT traversal and firewall configurations to improve call establishment success. |
Taking these actions will help you enhance call reliability, reduce disruptions, and minimize support requests related to poor audio or connectivity.
Overview of sections in this dashboard
- Network diagnostics overview: View the overall call quality distribution (excellent, good, poor) and how it evolves over time.
- Network issues breakdown: Analyze the specific network metrics (packet loss, jitter, latency) that affect call quality.
- Learn where the issues come from: Identify which users, IPs, or locations are associated with poor-quality calls and investigate root causes.
General tip
| Tip | Description |
|---|---|
| Hide and show elements of a graph | Click directly on the legend to hide a metric. Click again to display it. |
| Export | Learn how to export your data in our article Export data options in Aircall Analytics. |
| Tooltips | Hover over the “ℹ” icon for quick in-dashboard guidelines. |
Filters
Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).
| Filter | What it does |
|---|---|
| Date | Sets the date range and includes calls that start within that period. |
| Timezone | Applies the selected timezone to both the date range and time grouping. |
| Date breakdown | Groups time-based charts by Daily, Weekly, or Monthly. |
| Duration | Includes calls longer than the selected number of seconds. |
| Users | Filters analytics to one or more specific users or agents. |
Terms used in this dashboard
| Term | Definition |
|---|---|
| Packet Loss | Missing audio packets during transmission, which produces gaps or dropouts. |
| Jitter | Variation in packet arrival times, leading to robotic or choppy audio. |
| Latency (RTT) | Round-trip delay that can cause echo, overlap, or talk-over. |
| ICE failure | Connectivity setup issues (WebRTC) that may cause connection errors or reconnections. |
| MOS (Mean Opinion Score) |
Automated quality rating between 1–5 derived from latency, loss, and jitter for the duration of the call. 1 → Bad 2 → Poor 3 → Fair 4 → Good 5 → Excellent |
You can find more information about the terms used in this in our article Analytics: Terms.
NOTE:
Only completed calls have associated network quality metrics.Navigating the Network Diagnostics dashboard
Network Diagnostics overview
This section provides a summary of your network performance, including how many calls experienced poor quality and how these trends evolve over time.
- Uderstanding network quality classifications: Calls are classified into three categories based on Mean Opinion Score (MOS) and network metrics.
| Category | Description |
|---|---|
| Poor network | One or more metrics above high thresholds (for example, high packet loss, jitter, or latency) or MOS below quality thresholds. |
| Fair network | Metrics near thresholds (medium-level issues) or MOS close to the quality cutoff. |
| Excellent network | Stable network performance, metrics within healthy ranges, and a high MOS. |
- Network diagnostics summary: Displays counts and percentages of calls with poor, good, and excellent network quality.
- Network diagnostics summary over time: Helps you track performance trends and evaluate improvements across the selected time frame.
- Key performance indicators (KPIs):
| Metric | Description |
|---|---|
| % Calls with poor network | Calls with jitter, latency, packet loss, or MOS exceeding poor-quality thresholds. |
| % Calls with good network | Calls with moderate network performance, near but not above quality thresholds. |
| % Calls with excellent network | Calls with optimal quality, low latency, jitter, and packet loss, and a high MOS. |
NOTE:
Internal calls between Aircall users are excluded.Network issues breakdown
This section provides a deeper look into the metrics affecting call quality, focusing on packet loss, jitter, and latency. The former breakdown charts have been simplified into three dedicated charts that surface the same insights more clearly.
You will find three tiles:
- Packet loss: Shows the share of calls with high packet loss and medium packet loss.
- Jitter: Shows the share of calls with high jitter and medium jitter.
- Latency: Shows the share of calls with high latency and medium latency.
These tiles help you immediately see which metric is most frequently impacting call quality.
- Key performance indicators (KPIs)
| Metric | Description |
|---|---|
| % Calls with high packet loss | Calls with packet loss over 1.5% or flagged for high packet loss. |
| % Calls with high jitter | Calls with jitter above 30 ms or flagged for high jitter. |
| % Calls with high latency | Calls with RTT above 300 ms or flagged for high latency. |
| % Calls with medium packet loss | Calls with packet loss between 1% and 1.5%. |
| % Calls with medium jitter | Calls with jitter between 20 ms and 30 ms. |
| % Calls with medium latency | Calls with RTT between 200 ms and 300 ms. |
NOTE:
These metrics are calculated only for connected calls.
Learn where you can improve
This section helps identify the root causes of poor network quality by examining results per external IP and user.
You can determine which external IPs are associated with poor-quality calls, which users are affected, and how often and whether good-quality calls are concentrated on specific IPs
- Network diagnostics per IP: Displays the top external IPs by call volume and their share of Excellent, Fair, and Poor calls.
| Insight | Why it matters |
|---|---|
| Which IPs produce the most non-excellent calls | Identifies offices, ISPs, or VPN egress points that require attention. |
| Per-IP quality mix (green/yellow/red) | Helps prioritize remediation, such as bandwidth, QoS, or peering adjustments. |
- Network diagnostics by IP and user: Shows details for each IP and associated user, helping locate issues geographically or by connection source.
- Key performance indicators (KPIs)
| Column | Description |
|---|---|
| User | Final user on the call (for transferred calls, only the last user appears). |
| External Media IP | Public IP routing media (can be a NAT, proxy, or TURN egress). |
| Calls | Total calls for that user and IP during the selected period. |
| % Calls with poor network | Portion of calls rated Poor. |
| % Calls with low MOS | Portion of calls with MOS below quality thresholds (for example, < 4). |
| % Calls with high packet loss | Portion of calls with packet loss > 1.5%. |
| % Calls with high jitter | Portion of calls with jitter > 30 ms. |
| % Calls with high latency | Portion of calls with RTT > 300 ms. |
| % Calls with ICE failure | Portion of calls where WebRTC connectivity (ICE) failed during setup. |
TIP: Each external IP corresponds to a specific geographical location, enabling you to identify where network issues originate. This can highlight whether a problem stems from a user’s local setup or a broader infrastructure issue.