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Packet reordering happens when data packets arrive at their destination out of order from how they were sent.
Imagine you're on a video call. Your voice data is broken into packets and sent across the network. If packet #2 arrives before packet #1, the system has to wait and reassemble them properly otherwise, you get glitches, delays, or weird audio artefacts.
In networking, data is broken into small chunks called packets, which are sent independently through various paths to their destination. Sometimes, due to factors like network congestion, different routing paths, or performance optimisation, packets don’t arrive in the same order they were sent.
While most protocols (like TCP) are designed to reassemble packets correctly, high packet reordering can cause issues like:
In customer experience terms—especially in contact centres using WebRTC or VoIP—packet reordering can directly impact call quality, making voices sound robotic, delayed, or choppy.
Observability tools that surface packet reordering help teams pinpoint root causes of degraded audio, whether it’s a flaky Wi-Fi connection, a bad route on the internet, or a poorly performing ISP.
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