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Call Analytics is a powerful tool in Microsoft Teams that provides detailed call and meeting information, which can be extremely useful for administrators when troubleshooting issues. It allows for an in-depth analysis of call quality, user experience, and any potential problems that may be affecting communication within Teams.
When an end-user experiences issues with a Teams call or meeting, such as poor audio quality, connection problems, or difficulties accessing a meeting, Call Analytics can be used to diagnose and resolve these issues. Here’s how to effectively leverage Call Analytics for troubleshooting purposes:
First, ensure you have the appropriate permissions to access Call Analytics. You need to be a Teams service admin or a global admin to view this data. Once you have the necessary permissions, follow these steps:
Within Call Analytics, you’ll find a record of each call or meeting. The record displays various metrics that can help you identify problems:
Along with individual call records, the Call Quality Dashboard (CQD) provides aggregate data that can help to detect trends or recurring issues in your environment. The CQD includes:
Imagine a scenario where a user complains about poor call quality, frequent drops, and noisy background during Microsoft Teams call. To troubleshoot, an admin would do the following:
If Call Analytics points to device issues, determining if this is an isolated incident or part of a larger trend is crucial. The admin may then pull reports from the Call Quality Dashboard to see if other users with similar devices are experiencing the same issues.
Leveraging the comparison features in Call Analytics can reveal deeper insights—such as contrasting a user’s successful calls to problematic ones to identify differences. A simple table comparison might look like this:
Metric | Successful Call | Problematic Call |
---|---|---|
Duration | 15 minutes | 1 minute |
Call Type | VoIP | VoIP |
Audio Quality | Good | Poor |
Connection Type | Wired | Wi-Fi |
Jitter | Low | High |
Packet Loss | Minimal | Significant |
Latency | <75ms | >150ms |
Network Type | Corporate LAN | Public Wi-Fi |
Device Used | Headset A | Speakerphone B |
From this comparison, the admin might deduce that the problem could be related to Wi-Fi connectivity, especially if using public Wi-Fi, and may advise the user to use a wired connection during important calls.
After identifying the causes of poor call quality through Call Analytics, the next step is to implement solutions:
Troubleshooting issues in Microsoft Teams calls can be complex, but Call Analytics provides the data needed for IT professionals to diagnose and effectively address these problems. By examining individual call records, comparing different scenarios, and analyzing aggregated data from the Call Quality Dashboard, admins can ensure users have the best experience possible with Teams communication.
Explanation: Call Analytics provides detailed information about calls and online meetings for individual users, which can help troubleshoot call quality issues.
Answer: B) Teams Communications Support Specialist
Explanation: Teams Communications Support Specialist is a role specifically designed for those who troubleshoot communication issues in Microsoft Teams, including the use of Call Analytics.
Explanation: Call Analytics includes details like network and connectivity data that can help identify if the user experienced any network issues during a call or meeting.
Answer: D) All of the above
Explanation: Call Analytics can be used to troubleshoot any type of calls including PSTN, VoIP, and 1:1 calls in Microsoft Teams.
Answer: D) Content shared during the call
Explanation: Call Analytics includes details like user email address, device information, and call times, but it does not provide information about the content shared during the call.
Explanation: Call Analytics primarily provides historical data about calls and meetings. Real-time data monitoring for ongoing calls is performed through another tool called Call Quality Dashboard.
Answer: B) Investigating user-reported issues
Explanation: Call Analytics is especially useful for investigating specific user-reported issues by examining detailed data about their calls and meetings.
Explanation: Call Analytics can be accessed by administrators with the appropriate roles, not just the call participants, to help troubleshoot issues.
Answer: A) Endpoint names, B) Packet loss
Explanation: Call Analytics includes various technical details such as endpoint names and packet loss but does not include subjective information like user satisfaction ratings or meeting subject lines.
Answer: C) Diagnostic Reports
Explanation: Diagnostic Reports in Call Analytics help determine if poor call quality experienced by users is attributed to their network connections or device performance.
Explanation: Not all users have access to Call Analytics; only users with specific admin roles, like Global Administrators or Teams Communications Support Engineer and Specialist roles, can access Call Analytics to troubleshoot call issues.
Answer: B) Detailed telemetry for each participant
Explanation: Call Analytics provides detailed telemetry data for each participant in a call or meeting, including metrics on audio, video, and sharing streams.
Call Analytics is a web-based tool that provides detailed insights into call quality and other factors that may impact the performance of Microsoft Teams.
Call Analytics can be used to monitor and analyze call quality data in real-time, including metrics such as packet loss, jitter, and latency.
Call Analytics provides detailed data and metrics that can be used to identify potential issues with call quality and diagnose and resolve any problems that are identified.
Call Analytics can be accessed through the Teams Admin Center, under “Analytics & reports” and then “Call quality dashboard.”
Poor call quality in Microsoft Teams can be caused by a range of factors, such as network connectivity issues, outdated hardware or software, or configuration issues.
Filter options in Call Analytics can be used to search for specific users or calls that you want to troubleshoot, allowing you to focus on the data that is most relevant to your needs.
Call Analytics provides built-in troubleshooting tools that can be used to diagnose and resolve issues with call quality, such as network diagnostic tests and device configuration checks.
Best practices for using Call Analytics include regularly monitoring call quality data, proactively identifying trends or patterns that may be impacting performance, and ensuring that all users have the latest updates and patches installed.
By identifying and resolving issues with call quality, Call Analytics can help improve the overall performance of Microsoft Teams, making it easier and more efficient for users to collaborate and communicate.
No, Call Analytics is specifically designed to help troubleshoot issues with call quality and is not intended for use with other features of Microsoft Teams.
If you are unable to resolve an issue using Call Analytics, you may need to seek additional support from Microsoft or your IT team.
No, Call Analytics is focused on call quality and does not provide insights into potential security issues.
It is a good practice to monitor call quality data periodically, such as once a month or as needed, to identify and resolve issues quickly.
Common network connectivity issues that can impact call quality include slow internet speeds, high latency, and packet loss.
Yes, Call Analytics can be used to monitor and analyze call quality data from mobile devices in addition to desktop devices.
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