Use this guide when a client or call score drops. You need the score’s scope, its component measurements, and any reported score reasons.

Investigate a change#

1. Identify whether you are reading a client, track, connection, or call score.
2. For a call score, locate the clients whose scores changed.
3. For a client, inspect receiving, sending, and connection-stability components.
4. Read component reasons and active issues, then compare the associated metrics.
5. Check whether relevant dimensions or inputs were unavailable during the interval.

Expected result#

You can explain which measured component contributed to the score change and which evidence supports it. A score alone does not name a root cause or guarantee what the user heard or saw.

Common interpretation mistakes#

Call and client aggregation differ. Continuous penalties can lower scores without opening an issue. Empty reasons are not proof of perfect media, and a high score does not establish that every dimension was measured.

Use the score reference for formulas, penalties, and reason-shipping behavior, and Observer entities for call aggregation.