Call statistics can help you troubleshoot problems with your calls, and monitor your organization.

In this topic:

View call statistics in ongoing calls

You can view the statistics of an ongoing call from your touchscreen controller or from your Admin Portal:

  • Touch 2035/36: double tap the Home key
  • Touch 2045: tap the Call timer
  • StarLeaf Portal: go to the Calls in progress page in your Admin Portal, and click the icon in the row of the call that you want to view the statistics of

On a room system touchscreen, call statistics for a call in progress will look something like this:

In the Portal, call statistics between two endpoints or apps will look something like this:

A call needs to last for at least 30 seconds for StarLeaf 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.

View call statistics after a call

To view the statistics of a call after it has ended, go to the Call detail records (CDR) page in your Admin Portal:

To see more information about a particular call, click the information icon in the row of the call that you want to view.

To download all CDRs from the last 3 months as a CSV file, click Download all CDRs.

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 which 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 be 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.

About encryption

All StarLeaf calls are encrypted, but sometimes this is not shown in the CDRs.

If a call is unsuccessful, then the encryption status is shown as N/A, because calls that are not connected cannot be encrypted:

If a call is answered, but then immediately disconnected (for example, due to a network outage or client crash), the CDRs may be missing details of the call, and therefore could display the encryption status as unencrypted.