Using Device View for call quality issues

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

Prerequisites

You must enable permissions to view call data in Device View. Refer to the Configuring Collaboration Experience documentation.

Using the Timeline tab for troubleshooting call-related issues

Find the Activity 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 rows for Microsoft Teams and Zoom show the number of poor-quality calls and the call sessions on the Timeline. To get to the root of the problem, from the Timeline tab on the Device View page:

Cross-reference if there were any other issues at the time of the call session, such as problems with Connectivity, Applications or Device performance.
Click on the call session to further investigate the root of the problem and view relevant information in the right-side panel. From the panel, click on:
- The Troubleshoot this call quality for all participants link redirects you to the Call view dashboard, where you can view the call quality of all the participating of the call and identify factors impacting the call quality of the participants. Refer to the Call view section for more information.
- The Troubleshoot call quality on this device link redirects you to the Call quality dashboard where you can view the call quality details for the device and benchmark it with the rest of your organization. Refer to the Using Collaboration Tools documentation for more information.

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.

Call view

The Call view dashboard is an essential tool for assessing call quality. It allows you to analyze and identify potential issues that affect the employee experience during collaboration sessions. The Call view dashboard provides detailed insights into the call quality experienced by each participant.

Perform a detailed analysis

Call type: Identify the type of the call with the call type information displayed below the application name for Microsoft Teams calls.
Toggle view: Switch from viewing all participants to only those with poor call quality.
Search function: Locate a specific user or device quickly using the search bar.
Action menu: Hover over a device name to access the Action menu. Drill down into specific issues using Investigations or open the Device view for more detailed information.

Use the Action menu in the top-right corner of the page to open the Call quality dashboard. Assess the issues for all collaboration calls performed in your organization to troubleshoot at scale.

Correlate device issues with call quality

To assess how device performance impacts call quality, hover over the indicators for Audio quality, Video quality, and Screen sharing quality. This displays the parameters that influence the field's value.

Parameters for Zoom calls

Audio quality: Considered poor if inbound or outbound jitter > 0.03, latency > 0.25, or packet loss > 0.1.
Video quality: Considered poor if inbound or outbound jitter > 0.03, latency > 0.25, packet loss > 0.1, or frame rate per second < 7.

Parameters for Microsoft Teams calls

Audio quality: Considered poor if inbound or outbound jitter > 0.03, RTT > 0.5, or packet loss > 0.1.
Video quality: Considered poor if inbound or outbound jitter > 0.03, RTT > 0.5, packet loss > 0.1, or frame rate per second < 7.
Screen sharing quality: Considered poor if inbound frame loss % > 50 or frame rate per second < 1.
Failed to connect: The participant had an issue joining the call.
Got disconnected: The participant was dropped from the ongoing call.

Using the Checklists tab for troubleshooting call-related issues

User custom checklist from the Checklists tab on the Device View page:

Create custom checklists specific to Collaboration experience.
Click on a specific checklist to view relevant information in the right-side panel.
Click on the Remote Actions icon in the right-side menu to see a list of all available remote actions for your role. Refer to the Device View documentation for more information.

If you have configured checklists with custom fields based on call quality, you can use these configured checklists directly in the Amplify extension.

Refer to the Checklist management and Checklists documentation to learn more about checklist creation, editing, and application.