How do I review call quality reports in Whippy?

Last updated: November 5, 2026

Use Call Quality reports to investigate audio quality, connection health, and session-level calling issues across users, channels, browsers, operating systems, and devices.

Before you start

  • Choose the date range you want to investigate.

  • Identify any user, channel, platform, or direction you want to filter by.

  • Use this report when troubleshooting quality issues such as poor audio, dropped calls, latency, jitter, or packet loss.

Steps

  1. Open Reports.

  2. Select Call Quality.

  3. Choose the date range you want to review.

  4. Apply filters for user, channel, platform, or direction if needed.

  5. Review the summary cards for Total Sessions, Sessions with Summary, Avg MOS, P95 Jitter, P95 RTT, Avg Packet Loss, Drop Rate, and Early-Drop Rate.

  6. Open Quality by Channel to compare quality across channels.

  7. Open Quality by User to compare quality across team members.

  8. Open Quality by Browser and Quality by OS to identify browser or device patterns.

  9. Open Recent Sessions to review individual call sessions and issue badges.

Tips

  • Start with Avg MOS, P95 Jitter, P95 RTT, and Avg Packet Loss to understand the overall issue.

  • Use Quality by User to identify issues concentrated around specific users or workstations.

  • Use Quality by Channel to identify issues concentrated around specific phone channels.

  • Review Recent Sessions when troubleshooting a specific call quality complaint.

Troubleshooting

  • If Avg MOS is low, review breakdowns by user, channel, browser, and OS to find the pattern.

  • If P95 Jitter is high, network instability may be causing choppy audio.

  • If P95 RTT is high, latency may be causing delay.

  • If packet loss is high, try ethernet, restart the router, or reduce heavy network usage.

  • If Recent Sessions shows Pending, refresh later or review another session with captured summary data.