Correlating device metrics with call quality in Device View

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

For more information on Device View access and usage, refer to the Device View documentation.

Using the Timeline tab for troubleshooting call-related issues

Find the Collaboration 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 Microsoft Teams and Zoom calls on the Timeline display call sessions and indicate the number of poor-quality calls. To investigate the root cause of a call quality issue from the Timeline tab in Device View:

Review the Collaboration section to compare call quality data with collaboration application activity. Applications appear in this section only if the Collaboration category was selected during application configuration in the Applications module.
Correlate the call session with other events occurring at the same time, such as Connectivity issues, Device performance degradation or Applications problems.
Click a call session on the timeline to open the details panel and view additional information about the call. From the details panel, you can access the following troubleshooting views:
- Troubleshoot this call quality for all participants: Opens the Call View dashboard, where you can analyze the call quality experienced by each participant and identify factors affecting the overall session quality. Refer to the Analyzing individual session quality with Call View documentation for more information.
- Troubleshoot call quality on this device: Opens the Call quality - selected device dashboard, where you can analyze call quality metrics for the selected device and compare them with organizational benchmarks.

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

To make collaboration-related checklists available to users, Nexthink administrators must configure checklists with call quality custom fields and assign the required permissions. Refer to Configuring Collaboration Tools.

Use a custom checklist from the Checklists tab on the Device View page or directly in the Amplify extension.

Select a specific checklist to display collaboration-related metrics.
Click on a specific property or metric to view relevant information in the right-side panel.
Review property details and view or execute Associated actions to remediate the issue.