Cisco Call Quality Reports and Dashboards

Essentials

Call Management Records (CMR) provide the raw voice quality metrics needed to diagnose audio complaints and troubleshoot network performance issues. While CDRs tell you who called whom, CMRs tell you how that call sounded on the wire.

Call Telemetry processes these records in real-time to build a comprehensive view of your audio environment:

• Diagnose Quality Issues: Quickly isolate audio concealment, jitter, and packet loss problems.
• Identify Bad Endpoints: Spot hardware or firmware issues across your phone inventory.
• Trend Network Health: Monitor organizational MOS scores to baseline performance.
• Correlate with CDR: Match quality metrics to specific call detail records for a complete root-cause analysis.

For analytics, see Reporting Overview. For raw call data, see CDR Reporting.

To route a post-call notification when a linked CMR crosses a selected threshold, use the Voice Quality, Network Jitter, or Packet Loss guides. Reports remain the place to compare those matches with broader device, site, and network patterns.

CMR Reporting Features

• Call Quality Metrics: View detailed quality metrics including MOS, audio concealment, latency, and jitter
• Historical Trending: Analyze call quality trends over time to identify patterns and issues
• Advanced Filtering: Filter by date ranges, quality thresholds, and other parameters
• Correlation with CDR: View call quality metrics with call detail records for comprehensive analysis
• Export Options: Export reports to CSV for further analysis
• Quality Alerts: Set thresholds for quality metrics to receive alerts on poor call quality

Feature Requirements

• Call Telemetry Appliance version 0.8.4 or later
• Call Telemetry Essentials License or higher
• CMR SFTP Integration with Cisco Callmanager

Licensing Limits

• Community Edition: Basic metrics with 1 day metrics retention
• Essentials and above: Full features with unlimited metrics retention

For licensing details, visit Call Telemetry Licensing

Understanding Call Quality Metrics

Mean Opinion Score (MOS)

MOS is a numerical measure of the perceived quality of media after compression and transmission. The score ranges from 1 (very poor / unaccetpable) to 5 (excellent).

• 4.3-5.0: Excellent quality, no perceptible issues
• 4.0-4.3: Good quality, barely perceptible issues
• 3.6-4.0: Fair quality, slightly annoying
• 3.1-3.6: Poor quality, annoying
• 2.6-3.1: Bad quality, very annoying
• 1.0-2.6: Unacceptable quality

Concealment Metrics

Concealment metrics measure how effectively the system handles packet loss by "concealing" the missing audio:

• Concealment Ratio: Percentage of concealed audio relative to total audio
• Concealment Seconds: Number of seconds that contain concealed audio
• Severely Concealed Seconds: Number of seconds with high concealment, indicating significant packet loss

Lower values indicate better call quality.

Latency

Latency measures the time it takes for audio to travel from the speaker to the listener. For voice communications:

• < 150ms: Excellent, no noticeable delay
• 150-300ms: Good, slight delay but acceptable
• > 300ms: Poor, noticeable delay affecting conversation flow

Jitter

Jitter is the variation in packet arrival time, which can cause audio quality issues:

• < 20- 50ms: Excellent quality
• 20-100ms: Good quality
• > 100ms: Poor quality, more likely to the delays calling parties will notice

Setting Up CMR SFTP Integration

CMR Call Quality data is received from Cisco Callmanager via SFTP. Follow these steps to set up the integration:

1. Enable CDR and integrate with Call Telemetry - CDR Integration guide
2. Enable Call Diagnostics on Callmanager:
   • Navigate to Cisco Unified CM Administration > System > Service Parameters
   • From the Server drop-down list, select the server running the Cisco CallManager service
   • From the Service drop-down list, select Cisco CallManager
   • In the Clusterwide Parameters (Device - General) section, locate the Call Diagnostics Enabled parameter
   • Select Enabled Only When CDR Enabled Flag is True: CMRs are generated only when CDR is enabled
   • Click Save to apply your changes

Accessing CMR Call Quality Dashboard

Access Call Quality Reports from the main menu:

1. Navigate to Reports in the sidebar
2. Select Call Quality Dashboard
3. The default view shows the last 24 hours of call metric data

Call Quality Dashboard

This dashboard provides a high level view of call quality metrics across your environment:

High Level Metrics

• Quality Score
• Average MOS Score
• Total Calls
• Poor Calls

Network Performance Metrics

• Average Jitter
• Average Latency
• Packet Loss rate for endpoints

MOS Score Trend

The top chart displays MOS (Mean Opinion Score) values over time, showing how voice quality fluctuates throughout the reporting period. Use this to identify time periods when quality degraded.

Problem Indicators

The Problem Indicators chart shows network issues detected per hour, color-coded by issue type:

Color	Issue	Description
Red	Packet Loss	Calls affected by dropped packets
Yellow	High Jitter	Calls with excessive packet timing variation
Orange	High Latency	Calls experiencing audio delay

Toggle between Stacked and Heatmap views to visualize the data differently. Stacked bars show total affected calls, while heatmap highlights intensity patterns over time.

Call Metrics Tab

The Call Metrics tab provides call volume and duration insights:

Call Volume

Displays hourly call distribution as a bar chart. Toggle between Line, Bar, and Area views. Use this to identify peak calling hours and capacity planning.

Call Duration Analytics

Shows call duration patterns over time with summary statistics:

• Total Hours: Cumulative talk time for the period
• Average Duration: Mean call length
• Longest Call: Maximum call duration recorded

Toggle between Average and Total views to analyze patterns differently.

Endpoint Metrics Tab

The Endpoint Metrics tab focuses on device-level analysis:

Active Devices

Bar chart showing unique devices making calls per hour, with summary stats:

• Total Unique Devices: Count of distinct endpoints
• Peak Devices: Maximum concurrent devices in an hour
• Average Devices/Hour: Typical device activity level

Worst Performing Devices

Table listing devices with the poorest call quality, sortable by MOS score:

Column	Description
Device Name	Endpoint identifier (SEP MAC, CSF username)
Device Type	Phone model or client type (Jabber, IP Phone)
Location	Device location if available
Avg MOS Score	Average voice quality score
Worst MOS Score	Lowest recorded quality
Total Calls	Number of calls from this device

Click any device row to investigate its call quality records.

Impacted Devices Tab

The Impacted Devices tab aggregates quality issues into actionable alerts:

Active Quality Issues

Lists current quality problems with recommended actions:

Issue Type	Description	Recommended Action
Packet Loss	Dropped packets affecting audio	Check network interface errors and duplex mismatches
High Jitter	Inconsistent packet timing	Check network congestion and QoS settings
High Latency	Audio delay issues	Review network path and routing

Each issue shows:

• Occurrence count — How many times detected
• Affected devices — Number of endpoints impacted
• Investigate button — Links to filtered CMR records for the affected devices

Call Quality Reports

The Call Quality Reports page provides a comprehensive interface to analyze voice quality metrics and diagnose call issues. Key features include:

• Quick Filters: One-click filters for common quality issues (WiFi Quality, All, Latency, High Jitter, Packet Loss)
• Date Range Picker: Select custom time ranges or use preset options to focus your analysis
• Advanced Filtering: Click + More Filters to build complex filter criteria by combining multiple conditions
• Export: Download report data to CSV for external analysis or sharing
• Column Customization: Show or hide columns to focus on the metrics that matter most

Report Table Columns

Column	Description
Date/Time	Timestamp when the call occurred
Directory Number	Phone number or extension involved in the call
Device Name	Endpoint identifier (e.g., CSF_username for Jabber, SEP for hard phones)
MOS Quality	Mean Opinion Score (1-5 scale)
Jitter [AVG]	Average packet arrival variation in milliseconds
Latency	One-way audio delay in milliseconds
Pkt Lost/Sent	Packets lost and total packets sent during the call
Codec	Audio codec used (G.711, G.722, Opus, etc.)
Conceal Ratio/Seconds	Concealment metrics showing how much audio was interpolated
Duration	Total call length
Source/Dest	Source and destination endpoints for the call leg

Navigating Call Quality Records

Date Range Selection

By default, the page loads the last 24 hours of call quality data. It includes the following quick charts at the top of the page:

• Average MOS Score
• Call Quality Distribution
• Network Metrics (Jitter, Latency, Packet Loss)
• Audit Quality Issues and concelment chart.

Use the conditions date picker to select custom ranges

Quality Filters

You'll notice the quick filters for easy identification of problematic call events. They apply a couple simple filters:

• Poor MOS
• High Jitter
• High Latency
• Packet Loss

You can also build your own filter by quality thresholds using the following filters:

• MOS Score ranges
• Jitter thresholds
• Latency limits
• Concealment percentages

Call Quality Detail per Call Record

Click on any row in the table to view detailed call quality metrics for that specific call. The detailed view drills down into the call and endpoint details.

On the Meric Detail page you can see the follow details for the call:

• Call Record Details
• Jitter, Latency and Lost Packets
• Average MOS score, min and max MOS Scores
• Audio Concealment stats
• Packets Sent / Received and Lost

Next Steps

• CDR Reporting — Use raw CDR records to investigate the "what" alongside the quality "how"
• Reporting Overview — Aggregated call volume and accounting analytics
• Call Flow Investigation — Trace call legs through transfers and hunt groups
• CUBE Analytics — Real-time gateway quality and capacity monitoring