Quality of Service Dashboard
    • 23 Feb 2024
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    Quality of Service Dashboard

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    Article Summary

    Dialpad's Quality of Service (QoS) Dashboard allows users to monitor and troubleshoot call quality. Users can rate calls using a 1-5 star rating system, which correlates to a Mean Opinion Score (MOS) and provides insight into network performance. MOS is a standardized calculation used to measure voice call quality. The QoS Dashboard can be accessed through Admin Settings on Dialpad.com and offers filters for granular data analysis. The MOS overview chart displays scores for server-side and client-side call quality, helping identify the source of any issues. User-evaluated calls help identify network, user, or workstation problems that may be causing poor performance. Latency, packet loss, and workstation resource utilization are common factors affecting call quality. Further troubleshooting steps are provided in the original content.

    Use Dialpad's Quality of Service (QoS) Dashboard to proactively monitor and troubleshoot call quality.

    This dashboard is a visualization of all calls, (including those rated by end-users). At the end of each call, Dialpad users can rate the call using a 1-5 star rating which correlates to a Mean Opinion Score (MOS) and provide amazing insight into your Network's performance.

    Let's take a look at how the QoS Dashboard works. 

    Who can use this feature
    Dialpad's QoS dashboard is available to Ai Voice, Ai Sales and Contact Centerusers on Pro and Enterprise plans. 
    • Company Admins can access analytics for all offices, departments, and individual team members in their company.
    • Office Admins can access analytics for their office, departments, and individual team members they are the admin of.

    What is MOS?

    Mean Opinion Score, commonly known as “MOS Score”, is a popular metric used to measure overall voice call quality. Originally subjective, it is now a standardized calculation accepted by nearly every phone system and adopted by the International Telecommunications Union (ITU-T).

    • MOS: A numerical measure of the human-judged overall quality of voice and video sessions.

    The MOS scale goes from 1 (bad) to 5 (excellent) and is based on perceived call quality.  

    Call Quality




    Over 4.34

    Excellent audio — rarely attained in VoIP



    Excellent audio — most common



    Good audio, barely perceptible quality drop



    Audio sounds "robotic" or “digital”


    Below 3.1

    Broken audio and odd sounds

    The standard defines how to calculate MOS for VoIP Quality based on multiple factors such as the specific codec used for the VoIP call. 

    Dialpad uses the OPUS codec for most voice calls because of its ability to provide extremely high quality, far beyond other industry-standard codecs (such as G.711, G.722 and G.729).

    Scoring a call

    Once a call is completed, users are presented with the option to rate the call quality, using an easy 1-5 visual rating system.


    Be sure to train your team(s) to rate calls on a regular basis! Calls with a 1 or 2-star rating have the option to open a support ticket with the Dialpad Support team at the time of rating.

    Access the QoS dashboard

    To access the QoS dashboard, head to your Admin Settings at Dialpad.com

    1. Select the desired office
    2. Navigate to Office Settings
    3. Select QoS Dashboard

    At the top of the dashboard, you'll see the average rating and the number of rated calls.

    Filter the QoS dashboard

    Filter the data on this dashboard to get granular data on your call performance. 

    You can filter by:

    • Date range
    • Users
    • Departments
    • Contact centers

    To filter:

    1. Click on any of the filters on your dashboard 
    2. Enter the desired details in the sidebar pop-up
    3. Select Save Changes

    MOS overview chart

    The MOS overview chart shows the MOS for all calls made in Dialpad for the selected date range (coupled with any other applied filters). These are not rated calls by your users, but Dialpad’s assessment of the calls.

    The MOS chart displays 2 score aggregates:

    • Server Side: Is the call quality our server is hearing FROM the Dialpad endpoint: desktop client, web app, mobile app, desk phone, etc.
    • Client Side: Is the call quality AT the Dialpad endpoint: desktop client, web app, mobile app, desk phone, etc.

    These 2 scores are provided to identify if the quality is happening UP or DOWN to the end user — This makes it easy to determine the source of the call quality issue. 

    A drop in server-side MOS would indicate an issue with Dialpad’s calling infrastructure, while a drop in client-side MOS would indicate an issue on the user’s end, such as a problem with their network.

    Why does it matter?

    User-evaluated calls help you identify network, user, or workstation issues, allowing you to resolve the issues that are causing poor performance.

    Poor quality is almost always a result of latency, packet loss, and jitter on the network (wired or wifi). A second major issue is workstation processor and RAM utilization, or not having enough system resources to run the Dialpad and other applications simultaneously.

    Next steps:

    1. Refer to the Call Quality Overview for more information.
    2. Run a Network Test at for that location or workstation.
    3. Be sure to check our Network Recommendations to ensure the network is optimized.

    If you are an Enterprise customer, our Enterprise Support Portal can provide more in-depth information for troubleshooting.

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