# Getting started with Collaboration Experience {% hint style="info" %} This product expansion requires a Collaboration Experience license. Contact your Nexthink representative for more information. {% endhint %} 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 Rooms.
Collaboration tools dashboard and tabs.
## Detecting and diagnosing call quality issues with Collaboration Experience Use different Nexthink features to leverage Collaboration Experience for call quality issue detection and diagnosis: * [Collaboration Tools](/platform/user-guide/collaboration-experience/using-collaboration-tools.md) identify and correlate call quality issues throughout the organization by: * Integrating **Call quality** data from Teams and Zoom APIs. * Monitoring **MS Teams Rooms** performance metrics. * [Device View](/platform/user-guide/collaboration-experience/using-device-view-for-call-quality-issues.md) 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](/platform/user-guide/collaboration-experience/using-alerts-for-call-quality-issues.md) that keep track of the number of poor sessions for Microsoft Teams and Zoom applications. * Remote actions and Custom field supporting Microsoft Teams Rooms data collection and storage. ## Investigating and querying call quality data Access collaboration data through [Investigations](/platform/user-guide/investigations.md) using the `collaboration.sessions` table of the [NQL data model](/platform/understanding-key-data-platform-concepts/nql-data-model.md). 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. ``` collaboration.sessions past 24h | summarize poor_qualitycalls=countif(call.quality=poor)by device.name | list device.name, poor_qualitycalls | sort poor_qualitycalls desc ``` ### How does Collaboration Experience define call quality? 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. | Measure | Units | Threshold | Description | | -------------------------------------- | ----------------- | ---------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 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. | ### How does Microsoft Teams call data update over time? Microsoft first publishes Teams call quality data shortly after the end of a call and then complements or updates the initial dataset over time. Nexthink processes both the initial data and subsequent updates up to 48 hours after the call ends. Empty fields may be filled in later, and existing values may also change. As a result, the call quality rating can change after the call ends, and a call can be rated as bad at first and good later, or vice versa.
#### What to expect from call quality data updates Microsoft's stepwise approach to publishing call quality data has different impacts on other parts of the platform: * Data in [Investigations](/platform/user-guide/investigations.md), [Live Dashboards](/platform/user-guide/live-dashboards.md), and [Workspace](/platform/user-guide/search-and-workspace/using-workspace.md) may change for up to 48 hours after the call ends * Alerts may be triggered based on data that is later updated to non-critical values * DEX scores rely on the initial call quality assessment, even if call records are later updated * Data Exports reflect the latest available call data at the time of export * Custom trends store the latest available data once per day and are not updated retroactively if the data changes afterward #### Tracking updates to call quality data with NQL The `last_update` field in the `collaboration.sessions` table indicates when the system most recently updated the call data for a specific session. It is first set when the initial call data is received and is updated each time new data is ingested for that call. When a call record is updated, the `last_update` value is refreshed across all participating sessions. This allows you to identify when a session’s data was last modified. You can use this field in different scenarios where understanding data accuracy or update timing is important. For example, an alert may be triggered due to poor call quality, but when you review the data later, the values appear normal. If the `last_update` timestamp is more recent than the alert time, the alert was likely triggered by an earlier version of the data that was later updated to non-critical values. **Example query** using the `collaboration.sessions` table ``` collaboration.sessions during past 7d | list session.call.start_time, session.call.end_time, session.call.id, last_update ``` ### What is the difference between Calls and Sessions? Each participant in a call has a separate collaboration session ID. A call always has a single call ID and comprises at least 2 sessions. 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` ## Granting permissions for Collaboration Experience {% hint style="warning" %} Before granting user permissions, you must first [configure Collaboration Experience](/platform/user-guide/collaboration-experience/configuring-collaboration-experience.md) as an administrator. {% endhint %} To enable proper permissions for Collaboration Experience as an administrator: 1. Select **Administration >** [Roles](/platform/user-guide/administration/account-management/roles.md) from the main navigation panel. 2. Create a **New Role** or edit an existing role by hovering over it. 3. In the **Permissions** section, scroll down to the **Collaboration Tools** section to enable appropriate permissions for the role. ### View domain impact on Collaboration Tools permissions {% hint style="info" %} Refer to the [Roles](/platform/user-guide/administration/account-management/roles.md) documentation for a detailed description of **Permissions**, **View domain** options and [Data privacy](/platform/user-guide/administration/account-management/roles.md#roles-dataprivacy) granularity settings. {% endhint %} The table below showcases what users with full and limited View domain access can do, assuming the necessary permissions are enabled. *** RELATED TOPICS: * [Using alerts for call quality issues](/platform/user-guide/collaboration-experience/using-alerts-for-call-quality-issues.md) * [Using Collaboration Tools](/platform/user-guide/collaboration-experience/using-collaboration-tools/using-collaboration-tools.md) * [Using Device View for call quality issues](/platform/user-guide/collaboration-experience/using-device-view-for-call-quality-issues.md) * [Configuring Collaboration Experience](/platform/user-guide/collaboration-experience/configuring-collaboration-experience.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.nexthink.com/platform/user-guide/collaboration-experience/getting-started-with-collaboration-experience.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.