Getting started with Collaboration Experience
Last updated
Last updated
This product expansion requires a Collaboration Experience license. Contact your Nexthink representative for more information.
Collaboration Experience allows you to see, diagnose and fix call quality issues more efficiently, thanks to:
Dashboards that help you detect and investigate issues at the organization, device and call levels.
Alert monitors that you can install from Nexthink Library to alert you of poor-quality calls.
Configurations that you can import into the Applications module to correlate call quality with application performance.
Remote actions that gather additional information about application crashes, Microsoft Teams and Zoom activities, and peripherals usage.
Collaboration Experience helps you troubleshoot call quality issues on individual computers and devices running Microsoft Teams meeting rooms.
Use different Nexthink features to leverage Collaboration Experience for call quality issue detection and diagnosis:
Collaboration Tools identifies and correlates call quality issues throughout the organization by integrating Call quality data from Teams and Zoom APIs.
Device View allows you to access call quality by correlating device activities, resource consumption, connectivity and usage of applications.
The Nexthink Library module offers library content to help you set up Alert monitors that keep track of the number of poor sessions for Microsoft Teams and Zoom applications.
Access collaboration data through Investigations using the collaboration.sessions table of the NQL data model.
Use a unified call.quality metric to evaluate the overall quality of a call, based on a combination of multiple factors such as audio, video, and screen sharing quality, and call connection issues that impact the call.
The key metrics used in Collaboration Experience refer to the call quality classification of an individual collaboration session as either good, poor or unclassified (unknown).
These classifications come directly from Microsoft Teams or Zoom and are based on a variety of factors.
The system calculates call.quality using the following logic:
Good quality: audio quality is good and video quality is good.
Bad quality: audio quality is poor or video quality is poor.
The system breaks down call quality into several elements, each with a specific threshold. If the threshold is breached, the quality of the call is affected.
Jitter
Milliseconds
Less than 30ms
Jitter is a measure of the variation in packet delay for a data stream. When this is too high, audio can become choppy.
Packet loss
Percentage
Less than 10%
Packet loss occurs when data packets fail to reach their destination. The percentage of packets lost is based on the total number of packets sent.
Round trip time
Milliseconds
Less than 500ms
Round trip time (RTT) is the time it takes for a single packet to travel from the client to the remote endpoint and back to the client. High round trip time can cause delays in stream playback.
Frame rate (video calls only)
Frames per second
Less than 7
For outbound video streams, frame rate (FPS) is the number of frames per second of video the client is sending. Lower than expected values may suggest system resource constraints, insufficient network bandwidth or malfunctioning video capture devices.
Frame loss percentage (screen sharing)
Percentage
Greater than 50%
Frame loss percentage refers to the proportion of lost frames during screen sharing. When someone shares their screen, frames—individual images—are transmitted over the network. If any frames are lost or delayed, it affects the viewing experience.
Each participant in a call has a separate collaboration session ID. A call always has a single call ID and comprises multiple sessions, 2 at a minimum.
Microsoft Teams and Zoom determine the call quality at the collaboration session level. As a result, all metrics concerning call quality calculate collaboration based on session IDs.
The NQL references for these two measures are as follows:
Collaboration Session: collaboration.sesssions.id
Call: collaboration.sessions.call.id
Before granting user permissions, you must first configure Collaboration Experience as an administrator.
To enable proper permissions for Collaboration Experience as an administrator:
Select Administration > Roles from the main navigation panel.
Create a New Role or edit an existing role by hovering over it.
In the Permissions section, scroll down to the Collaboration Tools section to enable appropriate permissions for the role.
Refer to the Roles documentation for a detailed description of Permissions, View domain options and Data privacy granularity settings.
The table below showcases what users with full and limited View domain access can do, assuming the necessary permissions are enabled.
View all collaboration tools dashboards
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