Use the system health dashboard

Use this tool to proactively monitor the network health of your account, from your mean opinion score (MOS), to your latency and packet loss results.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Before you begin: You must have an admin or super admin role to perform this task.

If there has been no activity on your account in the last 24 hours, you will find a Not enough data message on each of the cards.

Sign in to GoTo Admin.
From Home, select System health to open your dashboard.
Use the Date picker on the top right to choose the desired data set. The default is 24 hours.

Learn about the available metric cards:

Metric card	Description
Audio quality and call volume	Shows hourly call volume with mean opinion score (MOS). Hover over a bar in the graph for more details. To troubleshoot an issue, select a bar and then select the affected user listed at the bottom of the tooltip for a shortcut to the user's health and history. Note: An MOS score may be "unknown" if the call was too short.
Average audio quality (MOS)	Measures quality from 1-5, based on how a listener would rate the call quality/clarity. This score is a useful benchmark for the overall audio quality of your phone system. To troubleshoot an issue, check network health.
Audio delay	Measures latency and shows how long it takes your phone system to send and receive voice data over the internet. Delays longer than 150 milliseconds can cause audio to lag during conversations. To troubleshoot an issue, check network health.
Audio connection	Displays the percentage of voice data packets lost out of all the packets sent from a phone to your system. More than 3% loss of packets may cause the audio to drop in and out, depending on your networks ability to compensate for the discrepancy. Higher numbers can cause calls to drop completely. To troubleshoot an issue, check network health.
Device	Shows the percentage of devices you have online and offline. A device is "online" if it can readily communicate with other devices. A device is "offline" if unable to communicate with other devices for various reasons such as being powered off or having incorrect configuration. Note: For any devices that are offline, troubleshoot the following: Is the device plugged in? Is the device getting an IP address? Is the MAC address correct in the device profile?
Watchlist	Allows admins to monitor specific users by tracking their recent overall call quality (MOS score). The MOS score will be "unknown" if there hasn't been any activity in the last 24 hours. Refer to How do I view user-level call quality in the watchlist? to learn more about this widget.
Helpdesk	View incoming help requests. Refer to How do I manage helpdesk tickets? to learn more about this card.
SMS/MMS volume and delivery	Allows admins to view the total number of SMS and MMS messages sent per day and if delivery failed or was successful.
SMS/MMS delivery errors	View reasons why message delivery has failed. Hover over each type for additional details.
Integration errors	Allows admins to view errors that have occurred with any installed integrations. Note: You must have the integration feature enabled to view this metric. To do this, follow these steps: Sign in to GoTo Admin. From the Home page, select Integrations, then Enable integrations.

Tip: You can hover over any graph to view more details.

Configure system alerts as desired:
1. Select on the metric card for which you want notifications, and then select Manage Alerts.
2. Enable Send Alerts.
3. Choose your preferred sensitivity level; high, medium, or low. This corresponds with the amount of emails you will receive.
4. Choose which user(s) you want to receive these email notifications.
5. Select Save when finished.
Note: To configure Watchlist alerts, see Use the watchlist tool.

PBX Administration

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Before you begin: You must have an admin or super admin role to perform this task.

If there has been no activity on your account in the last 24 hours, you will see a "Not enough data" message on each of the cards.

Sign in to PBX Administration (classic).
Choose System Health in the left sidebar to open your dashboard.
Learn about the available metric cards:
- Audio Quality and Call Volume: This shows your hourly call volume with your mean opinion score (MOS).
  Note: An MOS score may be "unknown" if the call was too short.
- Average Audio Quality (MOS): This is a measure of quality from 1-5, based on how a listener would rate the call quality/clarity. This score is a useful benchmark for the overall audio quality of your phone system.
- Audio Delay: This is how long it takes your phone system to send and receive voice data over the internet. Delays longer than 100 milliseconds can cause audio to lag in conversations.
- Audio Connection: This measures the percentage of voice data packets lost out of all the packets sent from a phone to your system. More than 1% loss of packets may cause the audio to drop in and out, depending on your networks ability to compensate for the discrepancy. Higher numbers can cause calls to drop completely.
- Devices: This shows the amount of devices you have online and offline in percentage form. A device is "online" if it can readily communicate with other devices. A device is "offline" if unable to communicate with other devices for various reasons such as being powered off or having incorrect configuration.
Tip: You can hover over any graph to see more granular details about each metric.
Optional: Configure alerts:
1. Select the bell icon on the metric card for which you want notifications.
2. Enable Send Alerts.
3. Choose your preferred sensitivity level; high, medium, or low. This corresponds with the amount of emails you will receive.
4. Choose which user(s) you want to receive these email notifications.
5. Select Save.

Article last updated: 20 December, 2023

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