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Call Insights

  • Why is the audio level not displayed for a few call UUIDs?

    The audio level is captured by the Plivo SDK. Call legs that have a PSTN number will not display the audio level. One-way audio cannot be detected on a PSTN leg if the audio level is too low on one of the streams. However, the audio level can be detected in case if the packet count on one of the streams is zero.

    If both the streams have a packet count of zero, the call leg will be labeled as “no audio”.

  • Why are ring start time and answer time displayed as zero seconds if a call has all the other stats?

    This happens when a call is auto-answered.

  • What do the audio quality stats mean?

    Your audio quality stats will be classified as red or green. Audio quality stats display the network level parameters such as Jitter, RTT, Packet Loss, and Audio Level. These are color-coded as green (good), yellow (average) and red (bad) based on industry-standard thresholds.

    Metric

    Good

    Average

    Bad

    Jitter

    <= 10ms

    10ms - 30ms

    >=30ms

    Packet Loss

    < 0.5%

    0.5% - 0.9%

    >= 0.9%

    Audio Level

    >-40dB

    -80dB to -40dB

    <-80dB

    RTT

    < 200ms

    200ms - 300ms

    > 300ms

    The values for each of these metrics are displayed using percentiles. 

    Reading audio quality stats

    Statement 1: 30th percentile of jitter is 8m.

    • If all the jitter values captured on a call are sorted in ascending order, then 30% of these values are ≤ 8ms.
    • This equates the capture of each value with a unit of time in the call. It can also be read as 30% of overall call duration – not necessarily the first or the last 30% – has jitter ≤ 8ms.
    • Since percentiles indicate values sorted in ascending order, this also indicates that 100 -30 = 70% of call has jitter > 8ms.

    Statement 2: 95th percentile of jitter is 32ms while all the lower percentiles are ≤30ms. 

    • 95% of the jitter values captured on the call, or 95% duration of the overall call, has jitter ≤ 32ms.
    • This falls in the bad range of jitter and will be color-coded in red. 
    • 100-95 = 5% of call has jitter ≥ 32ms. This is also in the “bad” range.

    Statement 3: 99th percentile of jitter is 30ms.

    • 99% of call has jitter ≤30ms; therefore, 99% of call is not within the “bad” range. 
    • 100 - 99 = 1% of call has jitter >30ms, hence 1% of call is within the “bad” range.
  • What is the difference between an external SIP device and an external SIP endpoint?

    The external SIP device is any non-Plivo SIP device (such as X-lite etc.,) that is registered with Plivo. An external SIP endpoint is a non-Plivo SIP device not registered (ex: an X-lite device that is not registered with Plivo).

  • Why is data missing for few calls?

    The Call Insights UI will display data for calls over the last three months. Suspected issues (displayed at the top), and audio quality stats require the call duration to be greater than at least 10 and five seconds, respectively. Plivo’s quality score is displayed for calls longer than 10 seconds. 

    Suspected issues, insights, and the audio quality stats sections can be seen for all the SDK calls (Browser SDK, iOS SDK and Android SDK). In the case of PSTN calls wherever carriers have enabled RTP reports, data will also be displayed (without the audio level in the audio quality stats section).

  • What do “ring start time” and “answer time” mean?

    Ring start time represents the time it took for the ring to start after the call has been initiated, represented in + seconds. Answer time represents the duration it took for the call to be answered after the call started to ring. Answer time in the call details section is the same as the ring duration in the call stats section. Ring start time is the same as the post-dial delay.

  • How are audio quality stats categorized as good or bad?

    Audio quality stats are color-coded to green (good), yellow (average) and red (bad), according to recommended values (mentioned below).

    Metric

    Good

    Average

    Bad

    Jitter

    <= 10ms

    10ms - 30ms

    >=30ms

    Packet loss

    < 0.5%

    0.5% - 0.9%

    >= 0.9%

    Audio level

    > -40dB

    -80dB to -40dB

    < -80dB

    RTT

    < 200ms

    200ms - 300ms

    > 300ms

    For each suspected issue, a specific audio quality metric. The stream that has the fewest green stats is the stream contributing to your call quality issue.

  • What are the audio quality metrics for each suspected issue?

     

    Suspected issue

    Metric

    One-way audio

    Packet count, audio level

    Broken audio

    Packet loss

    Robotic audio

    Jitter

    High connect time

    Post dial delay (PDD)

    Audio lag

    Round-trip time (RTT)

    Low audio level

    Audio level

  • Why is Plivo’s quality score good when the call had suspected issues?

    If the quality score doesn’t match the quality, this could be for a few reasons.

    • The suspected issue is related to an associated call_UUID. 
    • Plivo’s quality score is the standard mean opinion score (MOS). The MOS is computed based on factors of jitter, packet loss, and RTT. Unless the suspected issue is broken audio, robotic audio and audio lag, the quality score computation will not be affected.
  • Why are suspected issues displayed on top beside the call_UUID, and those displayed under the call relations section different for the call_UUID?

    Suspected issues that are listed beside the call_UUID at the top are displayed considering all the related call legs*. An issue for one call_UUID may have an impact across all call_UUID legs. Under the call relations section, suspected issues for respective call legs are displayed.

    *Please note that,

    • Suspected issues of “siblings” of a call_UUID will not be displayed at the top, but are shown in the call relations section.
    • In case of acquaintances, a suspected issue of the specific leg involved in a conference call with the searched-for call_UUID will be included at the top, while under the call relations section the suspected issues for all the internal legs will be displayed.
  • What do the percentages mean in the audio quality stats section?

    These are percentiles. Call values for each of the metrics (Jitter, Packet loss, etc.) vary with each voice data packet transmitted; these are represented as percentiles. A 30% value of Jitter 45ms means out of all Jitter values that occurred during the course of a call (with each voice data packet), 30% of the values are less than or equal to 45ms. That means 30% of your call had Jitter less than or equal to 45ms.

  • Why were some participants disconnected from the conference call?

    Search with call_UUID of the conference call to learn why some members were abruptly disconnected from the conference line. You will see the details in the call relations section of the UI. Besides each of these call_UUIDs, marked as acquaintances, respective hang up source and hang up reason are mentioned.

  • Why did my call disconnect?

    Please look into the call stats section of Call Debug UI. Here, you will find the hang-up cause and reasons why a call was ended in the ‘Call Stats’ section. These are described in more detail here.