Troubleshooting call issues using QoS analytics =============================================== You can use the data in the Calls tab in the Quality of Service (QoS) analytics to help troubleshoot common issues. Here are a few examples. Troubleshooting unusual or sporadic connections ----------------------------------------------- Sara is a sales team member who works from home. While Sara normally has good connection quality, she's noticed some poor call quality over the past week. She generates an IT ticket asking for help. Bob, an IT admin, is assigned Sara's ticket. [Quality of Service analytics](https://support.ringcentral.com/article-v2/9789.html?brand=RC_US&product=RingEX&language=en_US "") offers Bob options to troubleshoot the problem. He can access the **Calls** tab, search for Sara's name, and change the filter date to show calls for the last seven days. ![media/image1.png](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Troubleshooting-Video-issues-using-the-Quality-of-Service-dashboard/topics/media/image1.png) The results will show all of Sara's calls from the past seven days. Bob may see calls with a range of quality: good, moderate, or poor. To focus on the poor quality calls, he can set the Call Quality filter to *Poor*. From there, he can open each call to view the details and analyze whether the issue came from Sara's side, the other participant, network bandwidth, or hardware. ![media/image2.png](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Troubleshooting-Video-issues-using-the-Quality-of-Service-dashboard/topics/media/image2.png) Performing an IT performance audit ---------------------------------- Bob is conducting an annual performance audit of all company IT services to identify quality and cost reduction opportunities. In QoS analytics, [the **Overview** tab](https://support.ringcentral.com/article-v2/10674-Quality-of-Service-QoS-Reports-Tabs-Overview.html?brand=RC_US&product=RingEX&language=en_US "") displays company-wide phone data. Bob can use it to spot areas with poor performance and understand the root causes. The page includes widgets that track quality metrics and let him break down data by ISP, endpoint, network, and call volume. ![media/image3.png](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Troubleshooting-Video-issues-using-the-Quality-of-Service-dashboard/topics/media/image3.png) It's common for IT infrastructure to vary across company locations, so Bob may see variations in the call quality data based on location. He can investigate why a location may have quality issues by using the filtering options to show call information for that location, or by clicking on one of the locations in the **Geo IP Locations by Legs** widget. From there, Bob is redirected to [the **Calls** page](https://support.ringcentral.com/article-v2/Navigating-the-Calls-page-in-Quality-of-Service-Analytics.html?brand=RingCentral&product=RingEX&language=en_US ""), filtered by the location he selected for a deeper dive into the call details. Bob can use the **Overview**page to determine the impact of his infrastructure buying decisions. For example, he can compare different ISPs the company uses and their impact on call quality. If Bob needs more information about what's leading to different call quality outcomes, he can explore further. For example, if he wants to better understand what the percentage of poor quality calls represented in the **Quality Monitor** widget have in common, he can click on the part of the circle marked in red. That will redirect him to the **Calls** page, pre-filtered to the problematic calls. Maintaining good call quality ----------------------------- Bob wants to make sure his call center never has poor call quality during its hours of operation. He can proactively address this by using [the **Alerts** functionality](https://support.ringcentral.com/article-v2/Analytics-Portal-Quality-of-Service-Alerts.html?brand=RC_US&product=RingEX&language=en_US "") available in the [Analytics Portal](https://analytics.ringcentral.com ""), where he can create an alert that specifically targets the location of interest. Bob can set the alert threshold to trigger after the number of poor quality call legs reaches a point that he designates. To avoid false positive alerts, he can set the monitoring hours to match the call center hours of operation. When the threshold is crossed, Bob will be notified by email or direct message, and can quickly investigate the issue before a service disruption occurs. The alert will provide a link to the **Calls** page, showing all calls for the designated location and monitoring timeframe set up in the alert. Bob can also check the Alerts trend graph to see if call quality issues are becoming more or less frequent. **Additional resources** [Navigating the Quality of Service Overview page](https://support.ringcentral.com/article-v2/10674-Quality-of-Service-QoS-Reports-Tabs-Overview.html?brand=RC_US&product=RingEX&language=en_US "") [Navigating the Calls page in Quality of Service Analytics](https://support.ringcentral.com/article-v2/Navigating-the-Calls-page-in-Quality-of-Service-Analytics.html?brand=RingCentral&product=RingEX&language=en_US "")