Using Device View for call quality issues

Access call quality data in Device View to correlate it with device activity, resource consumption, connectivity and usage of other applications.

Prerequisites

You must enable permissions to view call data in Device View. Refer to the Configuring Collaboration Experience documentation.

Using the Timeline tab for troubleshooting call-related issues

Find the Activity section in the Timeline tab of the Device View to view Microsoft Teams and Zoom calls. Call sessions are marked as blue (good) and red (poor).

The rows for Microsoft Teams and Zoom show the number of poor-quality calls and the call sessions on the Timeline. To get to the root of the problem, from the Timeline tab on the Device View page:

Cross-reference if there were any other issues at the time of the call session, such as problems with Connectivity, Applications or Device performance.
Click on the call session to further investigate the root of the problem and view relevant information in the right-side panel. From the panel, click on:
- The Troubleshoot call quality on this device link redirects you to the Call quality dashboard where you can view the call quality details for the device and benchmark it with the rest of your organization.
- The Troubleshoot this call quality for all participants link redirects you to the Call view dashboard within the Sessions tab, where you can view the call quality of all those participating in the same call and identify commonalities. Refer to the Using Collaboration Tools documentation for more information.

Additionally, you can click on the Remote Actions icon in the right-side panel of the Device View to execute associated actions in the target device. Refer to the Device View documentation for more information.

Using the Checklists tab for troubleshooting call-related issues

User custom checklist from the Checklists tab on the Device View page:

Create custom checklists specific to Collaboration experience.
Click on a specific checklist to view relevant information in the right-side panel.
Click on the Remote Actions icon in the right-side menu to see a list of all available remote actions for your profile. Refer to the Device View documentation for more information.

If you have configured checklists with custom fields based on call quality, you can use these configured checklists directly in the Amplify extension.

Refer to the Checklist management and Checklists documentation to learn more about checklist creation, editing, and application.