How to view call statistics

  • On StarLeaf touchscreen controllers, during a call, double-press the home key to view current call statistics
  • On StarLeaf Breeze, during a call, choose the statistics icon in the bottom right of the screen:

  • In the StarLeaf Portal, choose either Calls in progress or Call detail records. For the call for which you want to view statistics, select the info button:

On an endpoint or Breeze, call statistics for a call in progress will look something like this:

On the Portal, call statistics will look something like this:

A call needs to last for at least 30 seconds for the Cloud to gather detailed statistics about that call. Call statistics will include statistics of each channel present in a call; for example, content statistics will only be available where content was shared in a call.

How to interpret call statistics

Packet loss

  • Packet loss which averages more than 0% indicates there is a network problem that you should try to resolve
  • Packet loss with an average of less than 5% on StarLeaf to StarLeaf calls will not be visible, and even at 10% will continue to be usable
  • Packet loss that averages more than 0% on a StarLeaf to H.323 call will cause visible ‘pulsing’ of the video

For an individual call, if the average packet loss was around 0% but the maximum was less than 50%, that indicates that there was a burst of packet loss, however the call continued.

If the average packet loss for a call was around 0% but the maximum was more than 50%, that indicates that there was a burst of packet loss which could have been bad enough to cause the call to terminate.

Refer to Identifying causes of packet loss in StarLeaf calls for more information about packet loss.

Round trip times

Round trip times of less than 300ms are not noticeable and can be ignored. Calls can reach anywhere in the world in around that time. Values higher than that will start to show noticeable delay, and will cause people to talk over the top of each other.


For good calling experience, jitter times should in the single digits for audio, double digits for video (due to the higher processing times for video frames). Higher values than that can indicate likely future packet loss, and will add delay to the call.