RingCentral Quality of Service (QoS) Reports FAQ ================================================ The following is a list of Frequently Asked Questions (FAQs) about RingCentral Quality of Service (QoS) Reports. What is RingCentral Quality of Service Reports and how do I get it? ------------------------------------------------------------------- RingCentral Quality of Service Reports is a feature that provides near real-time information on the global health of the phone system. It allows a proactive monitoring of potential call quality issues and targeted investigations to determine the root cause of problematic calls. This feature is available to RingEX™ Ultimate and Premium editions and can be viewed by Administrators with Super Admin permissions. For more information go to [Quality of Service (QoS) Overview](https://support.ringcentral.com/article-v2/9789.html?brand=RC_US&product=RingEX&language=en_US ""). How does QoS Reports work? -------------------------- Through a Voice-Over-IP (VoIP) system like RingCentral, the human voice gets converted to digital form as thousands of packets. Reassembly of the packets happens at its destination. Many factors can affect packets on this journey and thus impact the quality of the call. The three most common are latency, jitter, and packet loss. By collecting quality of service (QoS) information on both media streams (upstream and downstream) for each call participant, RingCentral can provide in-depth analytics to quickly identify any low-quality calls and patterns for immediate isolation, troubleshooting, and resolution. Can I see the details for a particular call? -------------------------------------------- You can search for a particular call on the **Calls Page \> Call Card** allows you to see the QoS details for each call participant in separate tabs. See [Quality of Service (QoS) Overview](https://support.ringcentral.com/article-v2/9789.html?brand=RC_US&product=RingEX&language=en_US "") for more information. What is MOS? What do good, moderate, and poor qualities mean? ------------------------------------------------------------- **Mean Opinion Score** (MOS) is a measure of Quality of Experience (over voice or other media domain in telecommunications). It is a direct quantitative measure of call quality from the user's point-of-view. RingCentral MOS scores are based on algorithmic estimates and rely on transport measures such as bandwidth, jitter, packet loss, latency, and codecs. How is the call scored? ----------------------- The overall quality of a call depends heavily on the completeness of all voice data streams involved. It is irrespective of which leg of a call caused the quality reduction. So, for a call to be considered *Good* , all the call legs must be of *good quality*. Clicking on a particular call record will open a Call Card with detailed information, including those related to both parties involved in the call. More particularly, information related to each party's upstream and downstream quality. It contains a detailed breakdown of call metadata, may be useful for a rigorous investigation. The quality score is broken down into these major factors: * *Packet Loss* --- occurs when one or more packets of data traveling across a computer network fail to reach their destination * *Jitter* --- Related to the variation in the delay of delivery of packets, causing some packets to arrive out of order * *Jitter Buffer Discard Rate* --- shows the percentage of delayed packages that were discarded because of a long delay time. * *Latency* --- measure of delay; how much time it takes for a packet of data to get from one designated point to another in a system. * Calls will receive quality scores only after they are completed. * Calls are marked N/A (Not Available) if the information is unavailable. For example, when a call went to voicemail or was not answered. Why do some IP addresses in the GeoIP Location table missing Location data associated with them? ------------------------------------------------------------------------------------------------ RingCentral uses industry-leading IP intelligence services by MaxMind to Geolocate customer's IP addresses. VPN IP addresses fail to geolocate and are displayed only as IP addresses identified by the internal network or system administrators. What do I do if some IP addresses in the GeoIP Location table does not match our office locations? -------------------------------------------------------------------------------------------------- In partnership with MaxMind, RingCentral Geolocate customer's IP addresses. Please use [this link](https://support.maxmind.com/geoip-data-correction-request/ "") to submit a GeoIP data correction request. ![MaxMind](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/9797/images/ka12H000000HMLBQA4_en_US_4_0.png) When I see red on the QoS Monitoring Chart, what do I do? --------------------------------------------------------- The red section on the Quality Monitor is showing the percent of calls that are low quality. To determine the overall quality of a call is by measuring the minimum rate of all data streams involved. So, for a call to be considered **acceptable** , all legs and all media streams must be of **good quality** with MOS \>= 3.5. You can always click on the chart's red section and drill to the calls page for the details. However, going call by call and narrowing down all the common causes could be a tedious process. The best way to address poor calls is to use the Overview page investigative abilities. Can the QoS data be exported? ----------------------------- Currently, QoS data extraction is not supported. However, you may copy information from specific calls via Copy to clipboard when viewing Call Cards. What time zone is used for the QoS information details? ------------------------------------------------------- QoS time zone defaults to the logged in user's local computer settings. Do we have QoS on live calls? ----------------------------- We are using tools that are monitoring live media streams. However, we are receiving quality information reports after the call completion. The data on the Call Card represents this information for different media streams. Why do the Total Calls on the Quality Monitor not equal to the "Good/Moderate/Poor" legs count on the Geo IP Locations? ----------------------------------------------------------------------------------------------------------------------- **Quality Monitor** operates in terms of calls, while **Geo IP Locations** reports in terms of legs (that belong to a specific location) to separate the quality for participants from different locations. Every active call establishes several connections between participants of the call and the RingCentral Cloud backend. **Call Leg** is the connection between each participant (RingCentral user) and the RingCentral backend. Each leg has two data streams: * From the endpoint to the RingCentral Session Border Controller (SBC) * From the RingCentral SBC to the endpoint. The client's ISP (Internet Service Provider) transport it between the RingCentral endpoint and the RingCentral SBC and relies heavily on the ISP network quality.RingCentral measures the VoIP characteristics for each leg: * For the up-stream leg, the quality is measured by a RingCentral SBC. * For the down-stream leg, the quality is measured by the endpoint device. The weakest leg determines the overall call quality (for example, if one leg of the call is poor quality, then the whole call is marked that way). When you click on the number of good legs in the GeoIP Location table, you choose all the calls associated with your selection. A leg is just one side of a call. Calls have at least two legs, one for the caller and one for the recipient. We consider the minimum score for all the available media streams from all involved legs for the overall call quality. Those calls with poor or moderate quality on the side of another participant from a different location or PSTN will show lower quality for the overall call. Geo IP Location reports cannot be resolved for PSTN calls (there is no IP information to use, that is why PSTN calls are not presented in the GeoIP location table). ![Quality Monitor](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/9797/images/ka12H000000HMLBQA4_en_US_4_1.png) Note: The Quality Monitor and GeoIP Locations sections can be found on **Admin Portal \> Analytics Portal \> Quality of Service \> Overview** tab. See [Quality of Service (QoS) Tabs Overview](https://support.ringcentral.com/article-v2/10674-Quality-of-Service-QoS-Reports-Tabs-Overview.html?brand=RC_US&product=RingEX&language=en_US "") for more information.