Voice Insights Report
Updated
Voice Insights provides a comprehensive view of inbound and outbound calling activity. It combines summary metrics, trend charts, quality indicators, and call-distribution reports so teams can review overall voice performance from one reporting experience.
This report helps you understand
Overall inbound and outbound calling activity.
Call-volume and handle-time trends.
Call failures and SIP-related patterns.
Voice-quality conditions across customer and agent call legs.
Traffic distribution across configured SIP trunks.
Key Metrics
The top section provides a quick snapshot of voice activity for the selected reporting period.
Metric | What it shows |
Total Calls | Total number of calls handled, including inbound and outbound calls. |
Successful Calls | Number of calls that were successfully connected. A call is considered successful when the participant SIP response indicates a successful or completed interaction. |
Average Customer MOS Score | Average Mean Opinion Score for customers, indicating the audio quality experienced by customers. Higher scores generally indicate better call quality. |
Average Agent MOS Score | Average Mean Opinion Score for agents, used to evaluate the voice quality experienced by agents during customer interactions. |
Average Call Duration | Average end-to-end duration from the start of a call until completion. |
Average Handle Time | Average time agents spent handling connected calls, helping teams assess workload and operational efficiency. |
Traffic and Workload
Use these reports together to see when voice traffic changes, how it is distributed, and whether handling patterns are shifting.
Total Calls by Date
Displays the total number of calls received or placed during each reporting period.
Traffic spikes
Seasonal patterns
Usage trends
Operational peaks
Inbound and Outbound Call Distribution
Breaks down incoming and outgoing calls so teams can compare customer-initiated support traffic with organisation-initiated engagement activity.
Call Volume by Trunk
Displays the number of calls routed through each configured SIP trunk during the selected period.
Monitor trunk usage
Identify heavily utilised trunks
Understand traffic distribution
Investigate capacity-related issues
Average Handle Time vs Date
Shows average handle time across the selected reporting period. Average Handle Time represents the average time agents spend handling connected calls.
Identify days with unusually high or low handle times
Monitor agent productivity trends
Track changes in customer interaction duration
Split of Call Volume
Provides a consolidated breakdown of inbound and outbound call volume.
Total call volume
Number of inbound calls
Number of outbound calls
Percentage contribution of each call type
Use this view to understand how traffic is divided between customer-initiated and organisation-initiated interactions.
Investigating Reliability and Call Failures
Start with the overall failure count, then use SIP-code and trunk-level views to narrow the investigation.
Call Failures
Displays the total number of failed calls during the selected reporting period.
Network issues
Trunk configuration issues
Unreachable destinations
SIP signalling failures
Routing problems
Monitoring this metric helps administrators identify reliability issues and investigate recurring call-delivery problems.
One-Way Audio Calls
Displays calls where audio was available in only one direction.
Blocked network paths
Misconfigured firewall rules
NAT traversal issues
Media-routing problems
Use this metric to identify voice-quality and connectivity conditions that may affect customer and agent experience.
Call Failures vs SIP Error Codes
Groups failed calls by the SIP response code returned during call processing.
Identify recurring failure patterns
Analyse common SIP response codes
Troubleshoot connectivity and routing issues
Monitor call-completion problems across the voice network
Reviewing these patterns can highlight areas that require configuration changes or further investigation.
Call Failures per Trunk
Displays the number of failed calls associated with each configured SIP trunk.
Monitor trunk reliability
Identify trunks with recurring failures
Investigate route-specific issues
Validate trunk performance and stability
Use this view to narrow down the source of call-delivery issues and support corrective action.
Monitoring Voice Quality by Call Leg
The quality widgets compare customer and agent call legs over time. Review them together to distinguish audio-quality degradation from latency or packet-delivery problems.
MOS Trend by Call Leg
Tracks Mean Opinion Score trends for customer and agent call legs. MOS is a standard indicator of voice quality.
Average Customer Leg MOS
Average Agent Leg MOS
Monitor voice-quality trends
Compare customer and agent experiences
Identify periods of degraded audio quality
Track improvements after network or configuration changes
Consistently low MOS scores may indicate voice-quality issues that require further investigation.
Packet Loss Trend by Call Leg
Displays customer-leg and agent-leg packet-loss trends. Packet loss occurs when voice packets do not successfully reach their destination.
Monitor network stability
Identify audio-quality issues
Detect connectivity problems affecting voice traffic
Troubleshoot intermittent quality concerns
Increased packet loss may result in choppy audio, missing speech, or degraded call quality.
Jitter Trend by Call Leg
Displays average jitter for customer and agent call legs. Jitter is the variation in voice-packet arrival times.
Average Customer Leg Jitter
Average Agent Leg Jitter
Monitor voice-network stability
Identify fluctuations in packet delivery
Track quality changes over time
Detect potential network-performance issues
Higher jitter may result in distorted audio, delayed speech, or an inconsistent calling experience.
Round Trip Time (RTT) Trend by Call Leg
Displays average Round Trip Time for customer and agent call legs. RTT measures the time taken for data packets to travel from source to destination and back.
Average Customer Leg RTT
Average Agent Leg RTT
Monitor network-latency trends
Compare customer and agent response times
Identify periods of increased network delay
Investigate quality and connectivity issues
Higher RTT may indicate network congestion, routing issues, or connectivity problems that affect the calling experience.
Choosing the Relevant Dashboard
Use the dashboard that matches the direction of the calling activity you want to analyse.
Dashboard | Focus | Included Insights |
Inbound Voice Insights | Incoming call activity | Total and successful inbound calls; average call-quality metrics; average call duration; average handle time; customer-country distribution; call-volume trends.
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Outbound Voice Insights | Outbound call activity and customer reach | Standard call metrics, along with insights into outbound campaign effectiveness and customer reach.
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Recommended Flow: Set the reporting period, review the high-level metrics, examine traffic and handle-time trends, investigate failures, and then compare quality indicators across customer and agent call legs.