Audio quality

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Click to Call measures the live network conditions of every call and surfaces them as a simple Network indicator inside the widget. This page explains what the indicator means and what each audience can do when quality drops.

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The Network indicator

A small meter in the call UI with four states: The indicator is a block in Call Studio — you can add it to any state of the widget, style its position, or hide it entirely if you prefer a minimal UI.

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What’s being measured

Every call samples these metrics continuously:

• Round-trip latency (RTT) — how long a packet takes to go to the other side and come back
• Jitter — variation in packet arrival time
• Packet loss — percentage of media packets that never arrive
• Audio level — from the local microphone, to detect silence or clipping

The indicator blends these into a single rating. A single bad metric is enough to downgrade to Fair or Poor; you don’t need all three to be bad.

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What the user can do when quality drops

These are the top five fixes, in order of effectiveness. Consider surfacing them as a tip inside the widget (Call Studio supports a paragraph block conditional on state):

1. Move closer to the Wi-Fi router. Poor Wi-Fi signal is the most common cause of call issues.
2. Switch from Wi-Fi to cellular (or vice versa). If Wi-Fi is congested, cellular is often better.
3. Close other apps — especially video streaming, cloud backups, and background downloads.
4. Disconnect other devices from the same network.
5. Use wired headphones. Bluetooth headsets add latency and sometimes stutter; a call that’s poor on AirPods can be fine on wired earbuds.

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What the admin can do

If you see a pattern — many users reporting poor calls — the issue is usually one of:

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Corporate network policies

If your agents are behind a restrictive corporate firewall:

• Confirm UDP is allowed outbound — see Network requirements
• Check if TLS inspection is interfering with WebSocket upgrades
• Test a call from outside the corporate network to isolate

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Agent headset quality

A surprisingly common culprit: cheap USB headsets with unstable mic gain. If possible, audit the hardware your agents use. Business-grade USB or wireless headsets designed for unified communications deliver dramatically more consistent results than consumer earbuds.

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What’s next