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Connectivity Analytics (beta)

The user experience of voice communication is measured by two key components - call connectivity and audio quality. Connectivity issues can originate from the user’s handset, the last mile link between their phones and the cell tower, their carrier network, or from within Twilio’s network. Congestion, spotty coverage, handoff failures and numerous other issues could prevent you from reaching your users, or cause connected calls to drop. Voice Insights Connectivity dashboards enable you to rapidly identify connectivity problems by giving you real-time visibility into four key metrics:

  1. Call completion rate: The percent of total calls that were answered.
  2. Post Dial Delay: Number of seconds elapsed between dialing the last digit of the phone number and the start of ringing.
  3. Who Hung Up: Breakdown of calls in which the SIP BYE message was received from the caller or callee. The BYE message signals the termination of the call.
  4. Network Affected: Percentage of calls adversely affected by poor network quality. Issues that indicate poor network quality include: High Jitter of 30ms or higher, and High Packet Loss at 1% or higher.

To view connectivity analytics for your account enable Voice Insights for Carrier calls from Insights settings.

Start by selecting the filters as shown below.


Connectivity Dashboard Filters

1. Date Range Picker: Select any date range between 1 hour and 30 days. Metrics on the entire dashboard are calculated for calls made from the current account in the selected date range.

2. Analytics filters: You can narrow down the metrics you are viewing by choosing to view the data for a specific phone number, number prefix (US only area codes), country, device type, and users' carrier network. The applicable values are listed below.

Filter Description
Phone Number The phone numbers to which calls were made or were received from.
Carrier The carrier names of the user's phone number.
Country Code ISO Alpha-2 country codes
Device Type

Landline, Mobile, or VOIP.

*unknown_device_type is currently seen for Twilio Client JS calls. This is a known issue.

Number Prefix The area code of US based numbers. The available area codes are based on the prefixes of phone numbers using which the calls were made.

3. Value Selector: You can select multiple values from the options available.

4. Direction Filter: Helps you narrow down the data for the "To" phone numbers (outbound), or for "From" phone numbers (inbound). By default, data is aggregated for both directions.

Connectivity Metrics


The Carrier Insights account level dashboards provide trends on the following metrics:

Metric Description
Total Calls Total number of Twilio calls made from this account over the selected date range.
Average Length of Call Sum of duration of all calls divided by the total number of calls made from the account.
Who Hung Up

Who disconnected the call, based on the direction of the SIP BYE event. Percentage is calculated based on the total number of errors with respect to the total calls.

Completion Rate Total calls completed with respect to the total number of calls. Documentation for the applicable call status values is here.
High PDD

Post-dial-delay (PDD) is the number of seconds elapsed between dialing the last digit of the phone number and the start of ringing.

The tab represents percentage of total calls with high Post-Dial-Delay (PDD), compared against 99th percentile of all Twilio calls to the destination country.

Network Affected

This tab shows percentage of calls adversely affected by poor network quality. Issues that indicate poor network quality include: High Jitter of 30ms or higher, and High Packet Loss at 1% or higher.

Who Hung Up

Who Hung Up Values Description
Caller The BYE message was received from the "From" number
Callee The BYE message was received from the "To" number
Error A SIP error code was received on the call. The count is based on the total number of server or global errors seen.

Call Logs View

The call logs view helps you drill down into a subset of calls with specific issues. To get to the call logs, click on the phone icon towards the right of the screen as shown below.



  1. Total Calls: Total number of calls is the sum of Twilio client, carrier and SIP calls.
  2. Error Margins in aggregations: Aggregations are approximated at run-time, and are optimized to have an error margin of up to 5%.
  3. Inclusion of recently completed calls: There is a delay of 15 minutes from the completion of the call to the data for that call being aggregated for these dashboards. Hence, the last one hour/last eight hours data has an error margin of 15 minutes.


  1. Where do we gather the data from? The metrics are gathered from the edge of Twilio's media and signaling infrastructure.
  2. How can I address the SIP errors? The SIP errors that originate from the carriers are currently not actionable by you directly. In case there are issues with a specific carrier are impacting your users, you can reach out to Twilio Support with the data to get more help. Voice Insights data quantifies the extent of the issue and the analytics dashboards isolate the metrics to countries, area codes, phone numbers, and device types.

Known issues

The following is the list of known issues that we are working on fixing by improving the data accuracy and presentation.

  1. Who-hung-up call logs: Uncheck Caller & Callee to see the full list of calls with SIP errors.
  2. Device type unknown: The device type filter might show "unknown_device_type". This is seen for calls made using Twilio JS SDK.
  3. Approximation on Carrier Names: For certain PSTN calls, the carrier names for the users' phone numbers are not available, and will result in partial data when filtering based on carrier names.
  4. Error margin in Who-hung-up: There is a 5% margin-of-error in the Who-hung-up cases. For a subset of calls, a BYE might be received from caller/callee despite an error condition.

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