For context, we have seemingly random issues with poor call quality where a call with a customer has poor sound quality, but then when they call again, 30 seconds later, the call is fine. Or, the user goes to transfer the customer to a different extension, and then can't complete the transfer or stop it so the customer only gets hold music.
I have read through this: Interpret Call Quality Reports in Analytics for 8x8 Work
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| Interpret Call Quality Reports in Analytics for 8x8 Work |
| Analytics for 8x8 Work is an excellent call quality reporting tool. Correctly interpreting call quality reports will help you troubleshoot call quality issues on your 8x8 services. The following Q&A provides some insight into the more difficult portions of call quality reports. For more information on using Analytics for 8x8 Work, see the online product documentation. |
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and this:
Analytics for 8x8 Work-Run a Call Detail Record report
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| Analytics for 8x8 Work-Run a Call Detail Record report |
| In Analytics for 8x8 Work, use the Call Detail Record(CDR) to review the entire call journey from start to finish. This report is ideal for tracing a specific call to see how the call was routed, who answered, the call, the duration of the call, whether the call was on hold, and more. |
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and this:
Definitions for Call Detail Records in Analytics for 8x8 Work
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| Definitions for Call Detail Records in Analytics for 8x8 Work |
| Call ID A unique call identification number that identifies all legs of the original call. Leg ID Identifies the leg of a call-a hop number such as 1 for direct, 2 for forwarded or transferred call for which this record refers to. Start Time The time a call starts. |
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However, I am struggling to understand some of the abbreviations and what it means. I have one "Good" example and two "bad" examples:
Bad #1nt: - Customer that called in couldn't hear very well, so they hung up and called back, generating the "good" call below.
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Local.PacketLoss
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NLR:0% , JDR:0.27%
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Local.Latency
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RTD:110 , ESD:0
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Local.Jitter
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JBA:3 , JBR:0 , JBN:63 , JBX:100 , JB_ABSMAX:2000
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Local.BurstGapLoss
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BLD:255 , BD:20 , GLD:1 , GD:6860 , GMIN:16
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Local.QualityEst
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RLQ:93 , RCQ:93 , EXTRI:0 , EXTRO:0 , MOSLQ:4.4 , MOSCQ:4.4
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Remote.TimeStamp
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start:2025-05-16T15:54:20Z , stop:2025-05-16T15:54:43Z
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Remote.SessionDesc
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PT:0 , Desc:PCMU , SR:0 , FD:20 , FO:0 , FP:0 , PLC:0 , PPS:50
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Remote.PacketLoss
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NLR:0.2% , JDR:0.2%
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Remote.Latency
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RTD:116 , ESD:0
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Remote.Jitter
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JBA:3 , JBR:0 , JBN:63 , JBX:100 , JB_ABSMAX:2000
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Remote.BurstGapLoss
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BLD:73 , BD:10 , GLD:0 , GD:487 , GMIN:16
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Bad #1 Media Relay Server:
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Report[0].ToEndPoint.Relay
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Packets:1113, Loss:0%, Jitter:0 ms,
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Report[0].ToEndPoint.Time
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Start:05/16/2025 15:54:21, Stop:05/16/2025 15:54:43
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Report[0].FromEndPoint.Relay
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Packets:1152, Loss:0%, Jitter:2 ms,
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Report[0].FromEndPoint.Time
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Start:05/16/2025 15:54:21, Stop:05/16/2025 15:54:43
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Bad #2 Endpoint: User tried to transfer and was not able to, hung up, called back, and then transferred.
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Local.System
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NAPC=0 MLO=0
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Local.PacketLoss
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NLR:0% , JDR:1.25%
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Local.Latency
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RTD:0 , ESD:0
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Local.Jitter
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JBA:3 , JBR:0 , JBN:100 , JBX:100 , JB_ABSMAX:2000
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Local.BurstGapLoss
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BLD:255 , BD:20 , GLD:1 , GD:5600 , GMIN:16
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Local.QualityEst
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RLQ:78 , RCQ:0 , EXTRI:0 , EXTRO:0 , MOSLQ:4 , MOSCQ:0
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Bad #2 Media Relay:
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Report[0].ToEndPoint.Relay
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Packets:3387, Loss:0%, Jitter:0 ms,
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Report[0].ToEndPoint.Time
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Start:05/16/2025 16:26:05, Stop:05/16/2025 16:27:12
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Report[0].FromEndPoint.Relay
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Packets:491, Loss:0%, Jitter:2 ms,
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Report[0].FromEndPoint.Time
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Start:05/16/2025 16:26:05, Stop:05/16/2025 16:26:14
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Good endpoint:
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Local.PacketLoss
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NLR:0.01% , JDR:0.03%
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Local.Latency
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RTD:100 , ESD:0
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Local.Jitter
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JBA:3 , JBR:0 , JBN:60 , JBX:100 , JB_ABSMAX:2000
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Local.BurstGapLoss
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BLD:255 , BD:20 , GLD:2 , GD:2220 , GMIN:16
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Local.QualityEst
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RLQ:97 , RCQ:97 , EXTRI:0 , EXTRO:0 , MOSLQ:4.5 , MOSCQ:4.5
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Remote.TimeStamp
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start:2025-05-16T15:54:58Z , stop:2025-05-16T15:58:56Z
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Remote.SessionDesc
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PT:0 , Desc:PCMU , SR:0 , FD:20 , FO:0 , FP:0 , PLC:0 , PPS:50
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Remote.PacketLoss
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NLR:0.02% , JDR:0.02%
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Remote.Latency
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RTD:100 , ESD:0
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Remote.Jitter
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JBA:3 , JBR:0 , JBN:60 , JBX:100 , JB_ABSMAX:2000
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Remote.BurstGapLoss
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BLD:255 , BD:3 , GLD:0 , GD:5872 , GMIN:16
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Remote.QualityEst
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RLQ:97 , RCQ:0 , EXTRI:0 , EXTRO:0 , MOSLQ:4.4 , MOSCQ:4.4
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Good Media:
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Report[0].ToEndPoint.Relay
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Packets:11839, Loss:0%, Jitter:0 ms,
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Report[0].ToEndPoint.Time
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Start:05/16/2025 15:54:59, Stop:05/16/2025 15:58:56
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Report[0].FromEndPoint.Relay
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Packets:11883, Loss:0%, Jitter:2 ms,
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Report[0].FromEndPoint.Time
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Start:05/16/2025 1
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Questions:
- What does NAPC and MLO mean in the context of "Local.system"?
- For Local or Remote Burst Gap loss, what do BD, GLD, GD, and GMIN mean? I know BLD is based out of 255 for 8x8 softphones
- What does it mean if there is Remote Burst Gap Loss and not Local Burst Gap loss?
- What does it mean if there is no loss on the media relay server voice quality report but there is on the endpoint voice quality report?
Thank you very much for whatever guidance you can give!