# 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 <a href="#usingdeviceviewforcallqualityissues-prerequisites" id="usingdeviceviewforcallqualityissues-prerequisites"></a>

You must enable permissions to view call data in [Device View](https://docs.nexthink.com/platform/user-guide/device-view). Refer to the [Configuring Collaboration Experience](https://docs.nexthink.com/platform/user-guide/collaboration-experience/configuring-collaboration-experience) documentation.

## Using the Timeline tab for troubleshooting call-related issues <a href="#usingdeviceviewforcallqualityissues-usingthetimelinetabfortroubleshootingcall-relatedissues" id="usingdeviceviewforcallqualityissues-usingthetimelinetabfortroubleshootingcall-relatedissues"></a>

Find the **Activity** section in the **Timeline** tab of the [Device View](https://docs.nexthink.com/platform/user-guide/device-view) to view Microsoft Teams and Zoom calls. Call sessions are marked as blue (good) and red (poor).

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-e7fa92fb9b57000aab10dbb575cc390b21d01297%2Fcallex-1700560837.png?alt=media" alt="" width="760"><figcaption></figcaption></figure>

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:

1. Cross-reference if there were any other issues at the time of the call session, such as problems with **Connectivity**, **Applications** or **Device performance**.
2. 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 [Using Call View dashboard](https://docs.nexthink.com/platform/user-guide/collaboration-experience/using-the-call-view-dashboard) documentation 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](https://docs.nexthink.com/platform/user-guide/collaboration-experience/using-collaboration-tools/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](https://docs.nexthink.com/platform/user-guide/device-view) documentation for more information.

## Using the Checklists tab for troubleshooting call-related issues <a href="#usingdeviceviewforcallqualityissues-usingthecheckliststabfortroubleshootingcall-relatedissues" id="usingdeviceviewforcallqualityissues-usingthecheckliststabfortroubleshootingcall-relatedissues"></a>

User custom checklist from the **Checklists** tab on the [Device View](https://docs.nexthink.com/platform/device-view#deviceview-usingdeviceview) page:

1. Create custom checklists specific to **Collaboration experience**.
2. Click on a specific checklist to view relevant information in the right-side panel.
3. 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](https://docs.nexthink.com/platform/user-guide/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](https://docs.nexthink.com/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/deploying-nexthink-in-non-vdi-environment/configure-amplify) extension.

{% hint style="info" %}
Refer to the [Checklist management](https://docs.nexthink.com/platform/user-guide/administration/content-management/checklists-management) and [Checklists](https://docs.nexthink.com/platform/user-guide/device-view/checklists) documentation to learn more about checklist creation, editing, and application.
{% endhint %}

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-d8de2f2fcae16bcdc13a99e5f4903de53afb6f23%2Fcallex-1700561599.png?alt=media" alt="Collaboration Experience checklists" width="760"><figcaption></figcaption></figure>

***

RELATED TOPICS:

* [Getting started with Collaboration Experience](https://docs.nexthink.com/platform/user-guide/collaboration-experience/getting-started-with-collaboration-experience)
* [Using Call View dashboard](https://docs.nexthink.com/platform/user-guide/collaboration-experience/using-the-call-view-dashboard)
* [Configuring Collaboration Experience](https://docs.nexthink.com/platform/user-guide/collaboration-experience/configuring-collaboration-experience)


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