Using Collaboration Tools
Last updated
Last updated
The Collaboration Tools module integrates Call quality data from Microsoft Teams and Zoom APIs with contextual information on device performance, connectivity, application usage and events.
Select Collaboration Tools from the main menu.
Widgets in Collaboration Tools work similarly to those in Live dashboards, but without editing options.
After selecting a default or custom timeframe, explore the Collaboration Tools tabs for quick identification and troubleshooting of call quality issues:
Explore the Summary tab for an overview of user experience with collaboration applications.
Use the Recommendations tab to link technical issues to their potential causes, supporting efficient troubleshooting.
Review the Call quality correlations tab to dissect the populations affected by poor call quality according to various parameters.
Check the Call Quality Metrics tab for insights on call performance and contributing factors to poor call quality.
Use the Devices and users tab to identify the devices and users most impacted by poor-quality calls.
Check the Sessions tab for an overview of all sessions within a selected timeframe.
Analyze the General usage tab for effective resource allocation to support leading devices and popular features.
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.
The Summary tab in Collaboration Tools 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:
DEX metrics exclude filters for Application type, Call ID and Device type.
The Recommendations tab in Collaboration Tools 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:
The Call quality correlations tab in Collaboration Tools 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 in Collaboration Tools 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 in Collaboration Tools provides you with the devices and employees most impacted by low-quality calls.
Use the Devices and users tab to—in this order:
Identify impacted devices.
Correlate call quality with device properties and performance.
Correlate call quality with device connectivity.
Identify impacted users.
The Sessions tab in Collaboration Tools 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.
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 in Collaboration Tools 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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