# Using the Call View dashboard

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.

## Accessing Call View dashboard

Access Call View dashboard depending on your preferences and requirements:

* Access through Investigations
* Access through Device View

### Accessing Call View dashboard through Investigations

* Select [Search](https://docs.nexthink.com/platform/user-guide/search-and-workspace/using-search) or [Nexthink Assist](https://docs.nexthink.com/platform/user-guide/search-and-workspace/using-workspace) from the main menu and type the user name.
* Select the relevant user from the **Users** list.
* Click on the **List of calls** link under the Suggested investigations.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-79e6c52a79d3cd6abf5a28e24bf91319cddcca0e%2FCT%20-%201725602779.png?alt=media" alt=""><figcaption></figcaption></figure>

* Access the investigation that displays the list of calls from the past 24 hours.
* Locate the specific call in the list, click the action menu next to the **Call ID**, and select the option to open the **Call View** dashboard in a new tab.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-0417dd00d501e47ac84de75fae35476e10999110%2Fimage.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}
Launch the Call View from the actions menu on dashboards with table widgets that include the Call ID field.
{% endhint %}

### Accessing Call View dashboard through Device View

* Select [Search](https://docs.nexthink.com/platform/user-guide/search-and-workspace/using-search) or [Nexthink Assist](https://docs.nexthink.com/platform/user-guide/search-and-workspace/using-workspace) from the main menu and type the user name.
* Navigate to the investigations section to locate the user's related devices.
* Click on the **Open device view** option under the device name.
* Identify the call on the device timeline and click on it to open the side panel.
* Click the **Trouble this call for all participants** option in the side panel to access the Call View dashboard.

Refer to the [Using Device View for call quality issues](https://docs.nexthink.com/platform/user-guide/collaboration-experience/using-device-view-for-call-quality-issues) and [Device View](https://docs.nexthink.com/platform/user-guide/device-view) documentation for more information.

## **Performing 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.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-3949a752236b605d87d7a6cbe7b7bfb4715fad4c%2FCT%20-%201719555762.png?alt=media" alt=""><figcaption></figcaption></figure>

## **Correlating 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.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-d7d0dbee95299c81c0d9f969f282cf5324e6bedf%2FCT%20-%201719555874.png?alt=media" alt=""><figcaption></figcaption></figure>

## **Parameters for Zoom calls**

* **Audio quality:** Considered poor if inbound or outbound jitter > 30ms, latency > 250ms, or packet loss > 10%.
* **Video quality:** Considered poor if inbound or outbound jitter > 30ms, latency > 250ms, packet loss > 10%, or frame rate per second < 7.
* **Screen sharing quality:** Considered poor if inbound frame loss % > 50 or frame rate per second < 1.

## **Parameters for Microsoft Teams calls**

* **Audio quality:** Considered poor if inbound or outbound jitter > 30ms, RTT > 500ms, or packet loss > 10%.
* **Video quality:** Considered poor if inbound or outbound jitter > 30ms, RTT > 500ms, packet loss > 10%, 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.

***

RELATED TOPICS:

[Getting started with Collaboration Experience](https://docs.nexthink.com/platform/user-guide/collaboration-experience/getting-started-with-collaboration-experience)

[Using Collaboration Tools](https://docs.nexthink.com/platform/user-guide/collaboration-experience/using-collaboration-tools/using-collaboration-tools)

[Using Device View for call quality issues](https://docs.nexthink.com/platform/user-guide/collaboration-experience/using-device-view-for-call-quality-issues)