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 or Nexthink Assist 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.

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.

Launch the Call View from the actions menu on dashboards with table widgets that include the Call ID field.

Accessing Call View dashboard through Device View

Select Search or Nexthink Assist 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 and 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.

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.

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.