>
    Strata Copilot
    View Call Quality Data for a User
    Focus
    Download PDF
    Focus
    1. Home
    2. Autonomous DEM
    3. Monitor Media Performance for Web-Based Applications
    4. View Call Quality Data for a User
    Download PDF
    Autonomous DEM

    View Call Quality Data for a User

    Table of Contents

    View Call Quality Data for a User

    View per-user media performance analytics, root cause breakdown, individual call history, and detailed audio and video quality metrics for browser-based WebRTC applications.
    Where Can I Use This?What Do I Need?
    • Prisma Access (Managed by Strata Cloud Manager)
    • Prisma Access (Managed by Panorama)
    • Prisma Access license
    • ADEM or Strata Cloud Manager Pro license
    • (Browser-Based Real User Monitoring (RUM)) Prisma Browser license
    The user Call Quality Analytics tab provides a detailed view of an individual user's call quality history for a browser-based application, including how many calls were good or poor, which root causes were detected, and the raw audio and video quality metrics for each call session.
    To view call quality data for an individual user:
    1. Click Strata Cloud ManagerInsightsActivity InsightsUsers.
    2. From the Users | Devices table, select a username to open the details page.
    3. Select Experience, then select the browser-based application from the Applications list, for example, apps.usw2.pure.cloud.
    4. Select the Call Quality Analytics tab.
    Alternatively, select a user directly from the Users Experiencing Impacted Calls table on the Application Domains details page.

    Overall Call Performance

    Select Call Quality Analytics to see the Overall Call Performance summary for this user during the selected time range, including:
    • Total Elapsed Time—The total duration of all calls for this user in the selected time range.
    • Total Number of Calls—The total count of completed calls.
    • Audio donut chart—calls with issues versus calls without issues based on audio quality metrics.
    • Video donut chart—calls with issues versus calls without issues based on video quality metrics.
    • Screen Sharing donut chart—calls with issues versus calls without issues based on screenshare quality metrics.
    • Call quality bar chart—calls with issues versus calls without issues across the selected time period.
    A call is classified as:
    • Good (Without Issue): A call is classified as Good if all metrics remain within acceptable operational thresholds throughout the entire call.
    • Fair: A call is classified as Fair if one or more metrics fall into the tolerated range, and no metric reaches the frustrated threshold at any point.
    • Poor (With Issue): A call is classified as Poor if any scored metric reaches the frustrated threshold within any one-minute window during the call.

    Root Causes for Poor Performance

    The Poor Performance Root Causes table details every root cause identified across this user's poor-quality calls. You can find suggested remediation steps in the Remediation column.
    ColumnDescription
    Service Delivery SegmentWhere the problem occurred: Device, Network, or Application.
    Root CauseThe specific detected cause: High CPU Utilization, High Memory Utilization, Thermal Throttling, High Network Latency, Network Relay, TCP Fallback, Network Condition Change, WiFi Signal Quality, or Bandwidth Constrained, Application (Suspected).
    No. of Impacted CallsThe number of calls where this root cause was identified.
    Total Elapsed TimeThe combined duration of calls impacted by this root cause.
    Percentage of Poor Performance CallsThis root cause as a percentage of all poor-quality calls for this user.
    RemediationA suggested action to address this root cause.
    The following root causes can appear in this table:
    SegmentRoot CauseIssueRemediation
    DeviceHigh CPU Utilization
    The user's device CPU utilization exceeded 95% during the call.
    		Close unnecessary applications and browser tabs. Disable video if audio-only calls are sufficient.
    High Memory Utilization
    The user's device memory utilization exceeded 95% during the call.
    		Close unused applications and browser tabs. Restart the browser.
    Thermal ThrottlingThe user's device potentially experienced thermal throttling, reducing processing capacity.Ensure adequate device ventilation. Close resource-heavy applications.
    NetworkHigh Network LatencyThe user's network experienced high round-trip latency during the call.Check network path and connection quality.
    Network RelayThe call was routed through a relay path instead of a direct connection, adding latency.Review the network configuration to allow direct connectivity for real-time media traffic.
    TCP Fallback
    The call used TCP instead of UDP for media transport, adding latency.
    		Review the network configuration to allow UDP traffic for real-time media.
    Network Connection Change
    A network connection change was detected during the call, which can temporarily disrupt call quality.
    		Ensure the user has a stable network connection during calls.
    WiFi Signal Quality
    The user's WiFi connection quality potentially degraded during the call.
    		Check the signal strength or test with a wired connection.
    Bandwidth Constrained
    The user's available network bandwidth was potentially insufficient during the call.
    		Check for concurrent bandwidth-intensive activity.
    ApplicationApplication (Suspected)
    No device or network root cause was detected, but call quality was degraded. The issue is potentially on the application side.
    		Monitor for similar patterns across users.

    Call Application Experience

    The Application Experience shows a history of all calls this user made or received during the selected time range. The view format adapts based on the number of calls in the selected time range:
    • 1–5 calls—Large tile cards. Each call is displayed as an individual tile with full detail.
    • 6–10 calls—Compact tile cards. Calls are shown as slim tiles.
    • More than 10 calls—Calendar view. Calls are shown on a weekly or monthly timeline, color-coded by quality.
    Each large tile call card displays:
    • Call ID—A unique identifier generated from the application domain.
    • Start Time—When the WebRTC connection reached the connected state.
    • Duration—Total call duration from connected to closed.
    • Quality Status—Good (green) or Poor (red).
    Select a call card to view performance metrics and issue details for that specific call on the Call Quality Analytics tab.

    Call Quality Metrics

    The Call Quality Metrics section displays seven metric tiles summarizing this user's call quality across the selected time range. Select a specific call card to view metrics scoped to that individual call.
    MetricUnitDescription
    Network LatencymsRound-trip time (RTT) between the local browser and the remote media server. Values above 400 ms indicate a high latency condition.
    JittermsVariation in packet arrival timing. Values above 75 ms cause choppy audio.
    Packet Loss%Percentage of audio packets lost in transit. Collected for diagnostic purposes. Audio concealment is the primary audio quality signal.
    BandwidthKbps/MbpsEstimated available outgoing bandwidth reported by WebRTC. Values below 2 Mbps during video calls indicate a bandwidth-limited condition.
    Audio Concealment%Percentage of audio samples the browser synthesized to replace lost or late packets. This is the primary audio quality signal. It measures what the user actually heard after error correction—not just how many packets were lost. Values above 5% indicate a frustrated audio quality state.
    Video Freeze%Percentage of time the received video was frozen during the call window. This is the primary video quality signal. Values above 5% indicate a frustrated video quality state.
    Frame RatefpsVideo frames rendered per second. For camera video, values below 15 fps indicate a frustrated state. For screen share, values below 5 fps indicate a frustrated state.

    © 2026 Palo Alto Networks, Inc. All rights reserved.