Workflow: Call quality troubleshooting

Problem

Effective MS Teams and Zoom collaboration is vital for any organization in today's remote and hybrid working world. Unfortunately, they are also the leading cause of employee frustrations, productivity loss, and IT support intervention.

Low-quality calls occur frequently, and identifying the underlying causes and taking necessary action is challenging due to extensive manual, time-consuming steps.

Solution

Initiate a comprehensive diagnostic workflow that links technical issues to their potential causes. The process starts by addressing device network connection problems. Then, it moves on to application-specific troubleshooting to resolve device and application issues affecting call quality on platforms like MS Teams or Zoom, following the recommendations outlined in the Call Quality dashboard.

Where necessary, preconfigured campaigns guide employees in improving their network connection, and the service desk ticket is updated with the actions taken at each stage.

Benefits and outcome

Optimize troubleshooting: Automate repetitive manual tasks, enhancing the overall troubleshooting process.

Reduce escalations: Lower the number of tickets escalated to L2/L3 support teams, ensuring more efficient issue resolution.

Identify network issues: Detect connection problems that may contribute to poor call quality and guide employees on resolving these issues.

Streamline ticket management: Continuously update the ITSM ticket as issues are identified and resolved.

Getting started with "Call quality troubleshooting"

Configure and start using your packs by following these links:

• Usage guide: Call quality troubleshooting for standard users.

• Configuration guide: Call quality troubleshooting only accessible to users with an administrator role.