Quality of Service Report

Quality of Service report provides an overall assessment of call quality and detailed insights into call quality metrics for individual calls. This topic describes how to access the report and explains the key metrics in detail.

Note: This topic describes how to access the Quality of Service report to analyze the overall call quality of specific extensions. To view detailed call quality information for an individual call, you can access the corresponding call quality monitoring report from call log (Path: Reports and Recordings > CDR >

Access Quality of Service report

Log in to PBX web portal, go to Reports and Recordings > Call Reports.
Access Quality of Service report.
1. Click Default Reports tab.
2. In the Call Activity Reports pane, click Quality of Service Report.
Set filter criteria for the call report.
1. In the Time field, specify the time range that the report will cover.
  Note: You can set the time range to up to 7 days.
2. Filter data by extension(s), extension group(s), organization(s), communication type, client type(s), network type(s), or overall score.
  
  Note: If you filter data by organization(s), the report includes data for the selected organization and its subordinate departments.
  
  The report that matches the filter criteria is displayed on the page, as shown below.

Optional: Adjust columns in the list to focus on the key performance indicators that you want to track.


Operation	Description
Select columns to display	Click to select the columns to display.
Change column order	Click beside the desired field, then drag it to the desired position.

Optional: Save the report for quick access, or schedule it for automatic delivery via email.


Operation	Description
Add to Scheduled Reports	Schedule a task to automatically send the report via email. At the bottom of the page, click Add to Scheduled Reports. Complete the follow-up settings according to scheduled task.
Download the report	Download the report to local PC for offline review and further analysis. Optional: Click to customize the report download setting, then save the changes. File Format: Specify the download format for the report. CSV XLS HTML PDF Duration Format: Specify the display format for all duration-related fields. Display in Second (s) Display as HH:MM:SS Export Fields: Specify the fields to export. All Selected Include Details: Whether to download the list data only, or include detailed records. If you choose to include detailed records, specify how the details will be downloaded. Download data as multiple files/sheets Details are displayed as indented, offset rows within the same list Click Download.

Report details

Refer to the table below for a detailed description of the report metrics.

Breakdown: Overall Call Quality


Metric	Description
Good	The percentage of call legs with good call quality.
Average	The percentage of call legs with average call quality.
Poor	The percentage of call legs with poor call quality.

Breakdown: Call Quality by Client Type

Outer ring (Call quality)


Metric	Description
Good	The percentage of call legs with good call quality for each client type.
Average	The percentage of call legs with average call quality for each client type.
Poor	The percentage of call legs with poor call quality for each client type.

Inner ring (Client type)


Metric	Description
Desktop Client	The percentage of call legs from Linkus Desktop Client.
Web Client	The percentage of call legs from Linkus Web Client.
Mobile Client	The percentage of call legs from Linkus Mobile Client.
Others	The percentage of call legs from IP phones, softphones, or other devices.

Breakdown: Call Quality by Network Type

Outer ring (Call quality)


Metric	Description
Good	The percentage of call legs with good call quality for each network type.
Average	The percentage of call legs with average call quality for each network type.
Poor	The percentage of call legs with poor call quality for each network type.

Inner ring (Network type)


Metric	Description
Wi-Fi	The percentage of call legs over Wi-Fi.
Cellular Network	The percentage of call legs over cellular network.
Ethernet	The percentage of call legs over Ethernet.
Unknown	The percentage of call legs over unknown network type.

Call Statistics

Note: You can click

to view detailed call quality information.


Metric	Description
ID	The unique identifier for each call.
Call Leg ID	The unique identifier for the call leg.
Time	The start time of the call leg.
Monitoring Duration	The duration during which call quality is monitored.
Communication Type	The communication type of the call. Internal Inbound Outbound
Call From	The caller who initiated the call.
Call To	The callee who received the call.
Status	The status of the call. ANSWERED NO ANSWER BUSY FAILED VOICEMAIL ABANDONED
Summary	A summary of the call quality.
Overall Score	The overall call quality rating.

Call quality details


Metric	Description
Overall Score	The overall call quality score and rating.
Summary	A summary of the call quality report.
Caller & Callee
Name	Name and number.
Monitoring Duration	The duration during which call quality is monitored.
Codec	The codec used for the call.
Client	The client or device used for the call. Linkus iOS Client: Linkus for iOS/Android `{app_version}` Linkus Desktop Client: Linkus for Windows/Mac `{app_version}` Linkus Web Client: Linkus for Web `{server_version}` IP Phone: `{phone_vendor}` `{phone_model}` `{phone_version}`
Round Trip Time (ms)	The round-trip transmission time for audio packets.
Local Address	The local IP address used by the client for the call.
Public IP Address	The public IP address used by the client for the call.
Network Type	The network connection type used by the client during the call.
Audio from PBX & Audio to PBX
MOS	The Mean Opinion Score (MOS) for audio quality. MOS < 3.5: Poor 3.5 ≤ MOS < 4.0: Moderate 4.0 ≤ MOS ≤ 5.0: Good
Packet Loss Rate(%)	The percentage of lost audio packets.
Jitter Buffer(ms)	The delay variation compensation buffer.
Latency(ms)	The network transmission delay.