Are you experiencing choppy or poor audio while on calls?

Call quality can affect your business’ ability to communicate with customers. Instantly get a temperature check of the overall call quality across all locations and users, and drill down to any potential impacted areas with Nextiva Voice Analytics. In a world of remote work, users connect using a variety of networks, and Nextiva gives you full visibility into the quality of the network and any potential network related issues.  

From NextOS, click the menu squares at the top-left and choose Analytics > Voice Analytics. Then, from the Nextiva Voice Analytics home page, click Quality at the top or the Check Quality tile to view data. Nextiva Voice Analytics uses the below rating scale for tracking call quality. You’ll also notice the ratings are color coded as well.

MOS Range



5 > 3.8


The call would be fully understandable with little to no audio issues.

3.5 – 3.7


The call would have some moments where audio was garbled or not understood.

0 < 3.4


Most of the call would have audio issues, including segments where audio may have dropped entirely.

Under Calls, you can see the most recent calls made on the account and the quality score for each. You can adjust the date range on the top left by clicking on the Calendar. Choose a relative or custom time period, and click Update

TIP: You can search for a specific phone number, such as a user or location’s direct phone number, filter to show all calls, or only inbound, outbound, answered, missed, or internal calls by clicking the drop-down menu next to the Export button. You can also export the call details via email. Click Export and enter your email address > Send.

Click the arrow next to the Internal column on each call to view additional information, such as packet loss (causes choppiness or broken audio) and jitter (causes delayed or degraded audio). Click on the Details tab to view additional information. 


If you are noticing a new issue with call quality (non-recurring issue), consider these troubleshooting steps. 

  1. Reboot the router/modem and retest. Oftentimes this should help resolve new or temporary issues. 
  2. Ensure the local internet network meets the Nextiva network guidelines. For more information, click here. It is good to look for possible trends when call quality is diminished, such as time of day, day of the week, or specific phone numbers. 
  3. If the problem is persistent, export the call details to provide to the local internet provider for further investigation of the issue. We recommend providing at least a few weeks of data, if possible. 
Need additional help? Click here.

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