Performance reports
The Performance reports page provides a comprehensive view of your direct call metrics, including call volume, completion rates, call quality, and connection performance. Use this page to monitor call health, identify quality issues, and track trends over time.
To access the Performance reports:
- Log in to your Sendbird Dashboard.
- Go to your Application > Calls > Direct calls > Performance reports.
Note: All timestamps in the Performance reports are displayed in UTC.
Date range and display options
At the top of the page, you can configure the time range and granularity for all metrics.
| Option | Description |
|---|---|
Display by | Choose the granularity for chart data: Day, Month. When set to Day, up to 90 days can be displayed. When set to Month, up to 12 months can be displayed. |
Date range | Select a preset range or custom date range. Available presets include Last 7 days, Last 14 days, Last 30 days, and Last 90 days. |
Refresh | Click the refresh icon next to the page title to manually reload the data. The page displays the last updated time in UTC. |
Summary cards
At the top of the report, summary cards provide a quick snapshot of key metrics for the selected date range.
| Card | Description |
|---|---|
Total calls | The total number of direct calls made during the selected period. |
Audio MOS | The average Mean Opinion Score across all calls. See Audio MOS for the quality scale. |
Call connection time | The average time from call initiation to connection. See Call connection time for details. |
Duration | The average talk time after a call is connected. See Duration for details. |
Round trip time | The average round-trip time across all calls. See Round-trip time for the quality scale. |
Packet loss rate | The average packet loss rate across all calls. See Packet loss rate for details. |
Call results
The Call results section shows the total number of calls and their completion status for the selected date range.
- Completed: Calls that were successfully connected and ended normally.
- Incompleted: Calls that did not result in a successful connection or were interrupted.
A donut chart displays the total call count with the ratio of completed to incompleted calls. A stacked bar chart next to it shows the daily call volume trend.
Incompleted calls summary
This section breaks down incompleted calls by reason. A donut chart shows the total incompleted call count and distribution, and a stacked bar chart shows the trend of each category over the selected period.
| Category | Description |
|---|---|
Cancelled | The caller cancelled the call before it was answered. |
Declined | The callee actively declined the call. |
Missed | The callee did not answer the call. |
Timed out | The call was not answered within the allowed time. |
Dropped | The call was connected but lost due to a network issue. |
Interrupted | The call was ended unexpectedly by the system. |
Audio MOS
Audio MOS (Mean Opinion Score) is the average score for both participants, representing the overall audio quality of calls. The score ranges from 1.0 to 4.5.
The dashboard displays a time-series chart with two lines:
- Avg: The average MOS across all calls for each time period.
- P10: The 10th percentile — 10% of calls scored below this value. Useful for understanding the worst-performing calls.
| Quality | MOS range |
|---|---|
Bad | 1.0 to 1.9 |
Poor | 2.0 to 2.9 |
Fair | 3.0 to 3.5 |
Good | 3.6 to 4.1 |
Excellent | 4.2 to 4.5 |
Note: The dashboard chart shows the combined average of caller and callee MOS. For a caller and callee split, see the Call detail view.
Round-trip time
Round-trip time (RTT) is determined by calculating the average of the total length of time a packet is sent to the target user and the time that packet is received back at its origin during a call. Lower RTT indicates better network conditions.
The dashboard displays a time-series chart with two lines:
- Avg: The average RTT across all calls for each time period.
- P90: The 90th percentile — 90% of calls had RTT below this value. Useful for understanding tail latency.
| Quality | RTT range |
|---|---|
Excellent | 0 to 149 ms |
Good | 150 to 199 ms |
Fair | 200 to 249 ms |
Poor | 250 to 299 ms |
Bad | 300 ms and above |
For more detailed information on RTT, see the SSRC and W3 WebRTC Stats API pages.
Call connection time
Call connection time is the time from when a call is initiated to when it is answered or declined — the ringing and waiting period before the call connects. It does not include the actual conversation time.
The dashboard displays a time-series chart with two lines:
- Avg: The average connection time across all calls for each time period.
- P90: The 90th percentile — 90% of calls connected within this time.
This metric includes all calls regardless of their result.
Duration
Duration is the length of actual talk time after a call is connected, from accept to hang-up. It does not include call connection time.
The dashboard displays a time-series chart showing the average call duration trend over the selected period.
Packet loss rate
Packet loss rate is the average percentage of packets that failed to reach their destination during a call. Higher packet loss leads to degraded audio quality.
The dashboard displays a time-series chart showing the average packet loss rate per day during the selected period.
Call detail view
To view detailed metrics for a specific call, go to Direct calls > Log and click on an individual call. The detail view shows:
Call information
| Field | Description |
|---|---|
Call ID | The unique identifier for the call. |
Call type | The type of call, such as Voice call. |
Time | The start and end time of the call. |
Call connection time | The time it took to establish the connection for this call. |
Duration time | The length of the conversation after connection. |
Audio MOS | The overall audio quality score for this call. |
Result | The call outcome, such as Completed, No answer, Cancelled, Failed, or Timed out. |
Participants | The caller and callee with their user IDs. |
Call metrics
The call metrics section shows the Listening MOS with a separate score for the caller and callee. A time-series chart displays how the listening quality changed over the duration of the call, with quality levels marked on the Y-axis: Bad, Poor, Fair, Good, and Excellent.
Call participants
Quality metrics are shown separately for each participant:
- Average packet loss rate: The packet loss percentage for the caller and callee individually.
- Average round-trip time: The RTT in milliseconds for the caller and callee individually.
This split helps you identify which side experienced quality issues during the call.