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Call Quality

The Call Quality dashboard helps IT teams monitor, investigate, and resolve voice and video call issues across collaboration tools.

This dashboard features a multi-tab view that highlights performance trends, technical root causes, and impacted users or devices—essential insights for efficient troubleshooting.

Using the Call Quality dashboard for troubleshooting

Widgets in Call Quality work similarly to those in Live dashboards, but without editing options.

After navigating to Collaboration Tools > Call Quality, select a default or custom timeframe, then explore the dashboard tabs to quickly identify and troubleshoot call quality issues:

  1. Explore the Summary tab for an overview of user experience with collaboration applications.

  2. Use the Recommendations tab to link technical issues to their potential causes, supporting efficient troubleshooting.

  3. Review the Call quality correlations tab to dissect the populations affected by poor call quality according to various parameters.

  4. Check the Call quality Metrics tab for insights on call performance and contributing factors to poor call quality.

  5. Use the Devices and users tab to identify the devices and users most impacted by poor-quality calls.

  6. Check the Sessions tab for an overview of all sessions within a selected timeframe.

  7. Analyze the General usage tab for effective resource allocation to support leading devices and popular features.

Collaboration Tools dashboard and tabs.

Filtering and action menu in the Call Quality dashboard

The filter dropdowns at the top of the page allow you to filter the data displayed under each tab.

Additionally, hover over a widget to reveal an action menu with contextual drill-downs, investigations and copy options, depending on the widget type.

Call type filters only provide accurate data fields for Microsoft Teams, and do not have feature parity with Zoom.

Subsequently, the Call type widget under the Summary tab only displays data for MS Teams.

The Summary tab

The Summary tab in the Call Quality dashboard uses DEX scores and data on Poor calls to highlight their impact on users.

Use the Summary tab main sections for an overview of the user experience with collaboration applications:

The Call type widget only provides accurate data for Microsoft Teams, and does not have feature parity with Zoom.

Call quality

Indicates overall call quality based on:

  • Audio quality

  • Video quality

  • Screen share quality

Session health

Assesses Session quality, Call type, and Call quality based on:

  • Overall session health metrics of the service.

  • Trend analysis for patterns or degradation identification.

  • Most impacted call types.

  • Detailed breakdown of technical issues— audio, video, screen sharing, connectivity.

User information

  • Identifies affected users and correlates issues with specific platforms or applications.

  • Shows the distribution of Poor calls by user role and department, which helps you determine if issues are isolated or widespread.

Alerts

  • Displays relevant alerts related to call quality degradation.

  • Supports proactive monitoring and management.

DEX metrics exclude filters for Application type, Call ID and Device type.

The Recommendations tab

The Recommendations tab in Call Quality organizes recommendations into sections to help identify issues by category, supporting efficient troubleshooting and proactive decision-making.

Use the main sections of the Recommendations tab to establish preventive maintenance schedules and resolve problems with targeted solutions:

Improve connectivity

  • Identifies connectivity issues by location

  • Provides Wi-Fi network performance metrics:

    • Networks with poor transmission rates and signal strength

Consolidate application versions

  • Identifies issues due to application version discrepancies

  • Breaks down Microsoft Teams and Zoom versions across Windows and macOS

Fix hardware issues

The system only displays hardware drivers and driver versions for Microsoft Teams, as this feature is not guaranteed to work with Zoom.

  • Shows the microphones and speakers used by employees.

    • Prevent the use of non-standard or unsupported audio devices.

  • Highlights microphone, speakers and Wi-Fi driver versions.

    • Identify driver version inconsistencies or outdated drivers

  • Correlates hardware driver issues with call quality.

Update applications and drivers

  • Tracks application crashes and freezes for Microsoft Teams and Zoom by version.

  • Identifies devices impacted by application issues.

  • Identifies devices with audio processing problems.

Reboot Devices

  • Identifies devices that need to be restarted to maintain call quality

The Call quality correlations tab

The Call quality correlations tab in Call quality dashboard groups users affected by poor call quality based on their profile, location, device attributes and specific hardware usage.

Use the Call quality correlations tab to:

  • Pinpoint and dissect groups affected by poor call quality for troubleshooting and investigations.

  • Improve communication with employees by targeting affected groups.

Hover over the information icon in any widget for a detailed description of the call quality correlation metric.

The Call quality metrics tab

The Call quality metrics tab in Call Quality dashboard provides insights into call performance and factors affecting poor call quality.

Use the Call quality correlations tab to:

  • Assess call performance based on four key metrics: jitter, packet loss, round-trip time (RTT), frame rate and frame loss percentage.

  • Identify underlying reasons for poor call quality.

Refer to the Getting Started with Collaboration Experience to learn in detail how the system defines call quality.

The Devices and users tab

The Devices and users tab in Call Quality dashboard provides you with the devices and employees most impacted by low-quality calls.

Use the Devices and users tab to—in this order:

  1. Identify impacted devices.

  2. Correlate call quality with device properties and performance.

  3. Correlate call quality with device connectivity.

  4. Identify impacted users.

The Sessions tab

The Sessions tab in Call Quality dashboard provides a comprehensive view of all sessions that occurred within a chosen timeframe, accompanied by insightful data regarding their quality, contextual details and overall performance.

Filtering the Sessions tab for granular analysis

Filter 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.

    • Analyze various call participants, pinpoint their connection origin and identify the application versions used.

    • Determine if 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.

The General usage tab

The General usage tab in Call Quality dashboard provides insights into collaboration application utilization by offering information on devices, equipment and features used during calls.

Use the General usage tab for:

  • Effective resource allocation to support leading devices.

  • Tailored collaboration experience based on popular equipment and features.

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