Using Collaboration Tools

The Collaboration Tools module integrates call quality data from Teams and Zoom APIs with contextual information on device performance, connectivity, application usage, and events. It provides an overview of the collaboration experience for all users and helps administrators identify and troubleshoot call quality issues.

Accessing Collaboration Tools

Select Collaboration Tools from the main menu.

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The Summary tab provides a comprehensive overview of digital user experience (DEX) with collaboration applications. Using both DEX scores and data on poor call quality, the Summary tab shows the impact of call quality on employees. You can readily discern trends in call quality enhancement or deterioration by tracking various timelines and monitoring open alerts.

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Action menu

Reveal action menus with drill-downs on objects and investigations by hovering over KPIs and gauge charts. Find action menus in the top-right corner of the various timelines displayed on the page.


Use filters at the top of the page across all tabs to narrow down the results to what is relevant to your investigation.


The Recommendations tab offers proactive guidance for maintaining optimal call quality for employees, preempting potential issues. Each section addresses device-related issues that may impact call quality.

The Recommendations page is divided into specific sections for:

  • Connectivity improvements

  • Application improvements

  • Device performance improvements

Recommendations drill downs
  • Drill down on Devices to view a list of affected devices on the Investigations page.

    • Select individual devices or all of them.

    • Click Execute action from the action bar at the bottom of the screen.

    • Select the remote actions you wish to run on the selected devices.

  • Leverage the various timelines on the page to assess the impact of your actions.

Poor calls correlations

The Poor Calls Correlations tab allows categorization of affected users and devices based on factors such as location, hardware, operating system, and connectivity. This categorization helps pinpoint the likely cause and enables the implementation of appropriate actions.

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Calls are based on various parameters grouped into the following categories and subcategories:

  • Location: Country, State, City, Location type, Entity

  • Technical: OS, Application version, Device manufacturer, Device model, Connection type, ISP

  • Equipment: Microphone, Speaker, Camera, Sessions affected by video, Sessions affected by screen share

Delve into these dimensions to discern groups of employees affected by poor call quality and to facilitate investigations and troubleshooting.

Poor quality call metrics

This page enhances your insight into call performance and offers an in-depth understanding of the factors contributing to calls being classified as having poor audio or video quality.

This assessment is based on four key metrics: jitter, packet loss, round-trip time (RTT) and frame rate for calls. By examining these metrics, gain a comprehensive view of the technical aspects influencing call quality and better understand the reasons behind varying call quality issues.

Poor quality call metric

Devices and users

Quickly identify the top devices and employees who are the most impacted by poor-quality calls:

  • Identify impacted devices.

  • Correlate call quality with device properties and performance.

  • Correlate call quality with device connectivity.

  • Identify impacted users.

Devices and users page


Gain a comprehensive view of all sessions that occurred within a chosen timeframe, accompanied by insightful data regarding their quality, contextual details and overall performance.

Sessions page

Filtering the sessions

Refine the results by applying filters at the top of the page. For example:

  • Filtering on a specific call ID gives you a holistic understanding of dedicated calls. This way, you can identify and analyze various call participants, pinpoint their connection origin, identify the application versions they utilized and more. This is particularly valuable, given that the experience of some call participants affects other employees joining the call.

  • Filtering a specific employee and their call setup can uncover shared patterns and identify underlying factors that influence digital employee experience (DEX). You can then drill down deeper into the experience of a specific call participant.

Additionally, filter the results based on the name of the employee or device to:

  • Assess their overall experience.

  • View any isolated or recurring issues.

  • Identify their behavior trends or patterns.

General usage

View comprehensive insights into the use of collaboration applications, which offer valuable information on various aspects such as the primary devices initiating the calls, frequently used equipment and commonly utilized features.


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