Abstract: A computer implemented method includes obtaining voice over Internet Protocol (VoIP) communication quality data for a communication associated with a user device communicating via an access point. The communication is associated with quality data. For each communication, the quality data is segmented into a plurality of segments each corresponding to a respective segment of the communication. For each segment, the method includes determining a score for the segment indicative of an evaluation of an overall quality of the segment, and associating the score with the user device and the access point. The method also includes determining a performance for the user device user device and for the access point based on the scores associated with the user device and the access point.