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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. Refer to the Configuring Collaboration Experience documentation for more information about how to enable permissions to view call data in Device View.

Access the Device View module from the Investigations page by clicking on the name of the device or use the search function. Refer to the Device View documentation for more information about how to access the module.

Timeline

Activity section

Find the Activity section in the Timeline tab 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, you can:

  • 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, you can click on:

    • The Troubleshoot this call quality for all participants link that redirects you to the Collaboration Tools Call quality 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.

    • The Troubleshoot call quality for this device link that 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.

Remote Actions

Remedy the situation right away by by executing remote actions directly within Device View.

  • Click on the Remote Actions icon in the right-side menu to see a list of all available remote actions for your user profile. Hover over a remote action to reveal the action menu and select:

    • View results: This redirects you to the Investigations page to view the results of the remote action.

    • Execute remote action: This triggers the execution of a remote action on a given device. Select this option and confirm the execution in a modal.

Execute remote action option

Checklists

Create custom checklists specific to Collaboration Experience.

  • Click on the Checklists tab to view the list.

Collaboration Experience checklists
  • 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 Remote Actions section for more information.

If you have configured checklists with custom fields based on call quality, you can use them in Amplify. Refer to the Amplify documentation for more information.


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