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Voice Insights Dashboard

Voice Insights Dashboard December 2020

The Insights Dashboard is a powerful aggregation tool that allows users to filter on specific dimensions like call type, timeframe, number prefix, country code, and automatically updates the data visualizations to take into account the filter criteria. Key sections of the Dashboard include the total number of calls placed on Twilio, the average length of those calls, who hung up, call completion rate (ASR), calls with high PDD, and calls whose quality performance may have been impacted by network conditions. Call data can be visualized in a number of ways for each metric, and calls can be exported to .csv.

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. Connection Rate: The percent of total calls that reached the destination. Canceled and failed calls are excluded from this calculation.
  2. High Post Dial Delay (PDD): Calls where the number of seconds elapsed between dialing the last digit of the phone number and the start of ringing exceeds local thresholds. High PDD can sometimes be reported as "dead air", "one way audio", or even "dropped calls".
  3. Network Affected: Percentage of calls adversely affected by poor network quality. Issues that indicate poor network quality include: packet loss, jitter, and latency.
  4. 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 an answered call. Calls that have not been answered will not have a BYE, so they will be excluded from the results.

Start by selecting the filters as shown below.


dashboard filtering.png

1. Date Range Picker: Required. 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. Call Type Selection: Choose from the various call types that can occur on the Twilio platform.

3. Network Affected Selection: Focus only on calls where Twilio detected network performance that may have resulted in subjective degradtion of the call experience. Pro tip: when this is selected the Analytics filters will be populated with a descending list of most-impacted for the selected time period; e.g. if you select Show Network Affected Calls Only and filter on Client Name the results you see will be the Client Names with highest number of calls impacted by network for this time period.

4. Analytics filters: You can narrow down the metrics you are viewing by choosing to view the data for a specific phone number, number prefix, 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.
Client Name Registered Client name; e.g. client:alice. Voice SDK calls only.
Verified Caller True/false. True indicates the caller ID has been received SHAKEN/STIR attestation value of A. Any other value, or absent attestion will be false.
Branded Call

True/false. True indicates that the branded call details were successfully presented to the called party. False indicates that the branded call details were provided, but not successfully presented.

Branded Call Caller

Brand name caller ID provided during Branded Call creation.

SIP URI SIP URI; e.g. sip:bob@pbx. SIP Interface and Elastic SIP Trunking calls only.
Carrier The carrier names of the user's phone number.
Country Code ISO Alpha-2 country codes
Device Type

Landline, Mobile, or VOIP.

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.
SIP Response The last SIP response code received in the dialog.
Call State The final call status.
Network Affected Carrier, SIP, or Trunking calls tagged with jitter, packet loss, or latency.
Network Affected (SDK) Voice SDK calls tagged with jitter, packet loss, or latency. Twilio Voice SDK calls only.
Browser Browser used for WebRTC calls. Twilio Client JavaScript SDK only.
SDK Type JavaScript, iOS, or Android. Twilio Voice SDK calls only.
SDK Version Twilio SDK version number. Twilio Voice SDK calls only.
Client Registration Region The Twilio region where the Client was registered.Twilio Voice SDK calls only.
Edge Location (Region) The media region where the Twilio gateway handled media.
Client IP Address The IP address of the Client user. Twilio Voice SDK calls only.
App Name The application name provided when creating the Twilio device in JavaScript, iOS, and Android SDKs.
App Version The application version provided when creating the Twilio device in JavaScript, iOS and Android SDKs.
Call Direction The type of call and associated direction: inbound, outbound API, outbound <Dial>, trunking originating, trunking terminating.
Silence Detected True/false. True indicates Twilio detected silence on one of the media streams for the call. Depending on your use case, silence may be expected; e.g. one-time password delivery.

5. Value Selector: Will pre-populate with most frequent options. You can select multiple values from the options available.

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

Multidimensional Filtering

As mentioned above the default aggregation that loads in the Dashboard is for both To or From direction.

multidimensional direction.png

In this To or From view you can filter by timeframe, call type, and another call dimension. To or From does not support multidimensional filters at this time, so only one filter can be applied. In the example below we have added a filter on the Carrier dimension. Each dimension will accept up to ten items as filter criteria.

carrier dimension.png

If we want to add another dimension to filter further on these results we can by selecting a second dimension in the filter dropdown. When a second dimension is selected a warning will popup to advise that the direction is changing to To Only.

Insights Dashboard Confirmation.png

After permission to proceed is granted, the Dashboard will reload and the direction has been updated to To Only.

carrier dimension.png

Now additional filters can be applied by selecting more dimensions and selecting or providing values.

sip response drop down.png

In this example we have filtered on both carrier and SIP response. The filters can be individually removed by clicking on the X in the blue rectangle.

selected dimensions.png

All filters can be reset by clicking the X in the dimensions section to clear the filters and values.

clear filters.png

Filters are maintained for each direction: To Only, From Only, and To or From. This allows users to have distinct avenues of investigation for differing call directions. The filters for each direction are maintained until cleared.

Insights Dashboard Filter Value Preservation.png

Historical Trends

Our trends graphs show comparisons of call volume and average length of call (ALOC) for the selected time frame. Call volume and ALOC are classic telecom metrics and changes in these should be investigated closely; for example, a very common pattern when a quality problem is introduced is the number of calls to increase, while the ALOC goes down. This is due to people being unsatisified with the quality of their experience, ending the call early, and placing another call (or calls) in an attempt to get an acceptable experience. You can also select-to-zoom on these graphs for greater detail.

historical trends.png

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.

Connection Rate

Connection Rate allows you to filter by call state.

Connection Rate.png

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

Metric Description
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.

Connection 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 packets arriving out of order (jitter), never arriving (packet loss), and taking a long time to arrive (latency). For Carrier and SIP/Trunking call types, high packet loss is defined as 5% cumulative packet loss, high jitter is defined as average jitter of more than 5 milliseconds, and high latency is defined as Twilio-internal RTP traversal time of greater than 150 milliseconds. For SDK calls high jitter is defined as 30 milliseconds or higher for 3 out 5 consecutive samples, and high packet loss at 1% or higher for 3 out of 5 consecutive samples.

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. Up to 2000 results can also be exported to a comma-separated value file.

Call Logs View

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