As UC environments grow more complex, ensuring consistent call quality across platforms becomes a challenge of its own. At the center of that reliability is the Session Border Controller (SBC): the hidden layer that secures, connects, and manages voice traffic.

Yet while teams actively monitor PBXs, Teams, or Webex activity, SBC behavior often goes unnoticed. Without analytics, issues such as bandwidth saturation, call setup delays, or low MOS (Mean Opinion Score — a key measure of perceived call quality) only surface once users start complaining.

The result: reactive troubleshooting, time-consuming log reviews, and preventable downtime.

Why SBC visibility matters more than ever

In today’s multi-platform environments, SBCs connect everything: PSTN, Teams Direct Routing, CUCM, Zoom, Webex Calling, and even legacy PBXs. They handle routing, transcoding, Quality of Service (QoS), and session control, yet most vendor tools provide only partial or fragmented reporting.

When SBC visibility is limited, problems tend to repeat:

  • No overview of call success ratios, post-dialing delays, or call drops
  • No alerting when bandwidth peaks or packet loss degrades voice quality
  • No unified reporting across SBC brands or customer sites

These limitations lead to inaccurate capacity planning, slower root-cause analysis, and unpredictable user experiences.
And because reporting is often incomplete, demonstrating SLA compliance becomes difficult, especially when customers demand transparency.

How SBC analytics close the visibility gap

Advanced SBC analytics extend traditional UC monitoring to include the full SBC layer, bringing real-time insight across vendors and environments.

They collect and correlate key data such as:

  • Traffic metrics: number and duration of calls, completions, and bandwidth usage
  • Quality KPIs: packet loss, jitter, latency, MOS, echo, and noise levels
  • Performance indicators: call drops, post-dialing delays, failed sessions
  • Usage patterns: peaks, per-zone call volume, international traffic

When this information is unified within a single analytical layer, teams can detect anomalies early, troubleshoot faster, and share auditable performance reports that strengthen accountability.

From SBC reporting to proactive UC optimization

When SBC and UC traffic data are consolidated, the benefits go far beyond reporting. Teams can:

  • Detect incidents early through KPI-based alerts
  • Validate capacity planning and bandwidth usage per site or SBC
  • Correlate quality drops with routing changes or congestion
  • Provide transparent performance reports to internal and external stakeholders
  • Maintain SLA readiness with clear, verified metrics

This turns SBC management from reactive monitoring into proactive optimization, supported by accurate data and shared visibility.

And it doesn’t stop at analytics.
When KPIs are continuously tracked in the background, SBC configurations can automatically adapt to maintain service quality.

For example, if thresholds for jitter, latency, or bandwidth peaks are exceeded, analytics-driven automation can trigger routing adjustments or notify operators to rebalance traffic in real time.

Visibility becomes action, transforming monitoring into a living feedback loop for UC performance and reliability.

Gain full visibility across every call and route

When SBC visibility is missing, teams operate in the dark.

Advanced analytics make it possible to see every session, every route, every signal, across all platforms.
SLA-ready dashboards and audit trails then help organizations deliver transparency and reliability to every stakeholder.

To learn more about the possibilities of advanced analytics, visit the Flexcom Analytics page or contact us at insights@flexcom.io.