Call Analytics and Call Quality Dashboard

Microsoft Teams and Skype for Business give you two ways to monitor and troubleshoot call-quality problems: Call Analytics and Call Quality Dashboard. This article describes both and tells you when to use each one.

Call Analytics is now available in the Microsoft Teams and Skype for Business Admin Center. To see all of the call information and data for a user, use the Call History tab. You can do this by looking on the user's profile page by either searching for the user from the dashboard or finding the user from Users in the left navigation.

Important

Helpdesk agent permissions and network topology upload will be available in the new admin portal in the coming months. In the meantime, you can continue to use https://adminportal.services.skypeforbusiness.com for Tier 1 and Tier 2 helpdesk access.

What's Call Analytics, and when should I use it?

Call Analytics shows detailed information about the devices, networks, and connectivity related to the specific calls and meetings for each user in a Microsoft Teams or Skype for Business account. If you're an Office 365 admin, you can use Call Analytics to troubleshoot call quality and connection problems in Microsoft Teams and Skype for Business.

To see this information for a user in the Microsoft Teams and Skype for Business Admin Center, click on the Call History tab for that user in the user detail page, showing all the calls and meetings that user has participated in for the last 30 days.

Call analytics user data.

To get additional information about a given session including detailed media and networking statistics, click on a session to see the details.

Call analytics user session data.

If you want non-admins, such as helpdesk agents from an external vendor, to use Call Analytics, you can assign permissions so that they can use Call Analytics but they can't access the rest of the Skype for Business Admin center:

  • Helpdesk agents with Tier 1 permissions: Agents see a limited set of data and personally identifiable information (PII) in Call Analytics. They can troubleshoot calls, but they will hand off problems with meetings to a Tier 2 agent.

  • Helpdesk agents with Tier 2 permissions: Agents see all available data in Call Analytics and troubleshoot both calls and meetings. They have full access to call logs and customer information.

Important

Helpdesk agent permissions and network topology upload will be available in the new admin portal in the coming months. In the meantime, you can continue to use https://adminportal.services.skypeforbusiness.com for Tier 1 and Tier 2 helpdesk access.

For details about setting up Call Analytics, see Set up Skype for Business Call Analytics. For more information about how Helpdesk agents can work with Call Analytics, see Use Call Analytics to troubleshoot poor call quality.

What's the Call Quality Dashboard, and when should I use it?

Call Analytics gives you detailed, specific information about the call quality experienced by users. Why did user Tony Smith have a poor call this afternoon? Using Call Analytics, a Microsoft Teams or Skype for Business admin or trained helpdesk agent can investigate the device, network, connectivity, and other factors related to Tony's call.

Where CA is designed to help admins and helpdesk agents troubleshoot call quality problems with specific calls, the Call Quality Dashboard (CQD) is designed to help Skype for Business admins and network engineers optimize a network. CQD shifts focus from specific users and instead looks at aggregate information for an entire Skype for Business organization.

Maybe Tony's poor call quality is due to a network issue that's also affecting many other users. Tony's individual call experience isn't visible in CQD, but the overall quality of calls made using Skype for Business is captured. With the CQD, overall patterns may become apparent, allowing network engineers to make informed assessments of call quality. CQD provides reports of call quality metrics that give you insights into overall call quality, server-client and client-client streams, and voice quality SLA.

Screenshot of Call Quality Dashboard in the Skype for Business Admin Center. Tabs shown are Overall Call Quality, Server - Client, Client - Client, and View Quality SLA.

For more details, see Features of the Call Quality Dashboard for Skype for Business Online.

Call Analytics and CQD run in parallel and can be used independently or together. For example, say a Tier 1 agent determines that they need more help troubleshooting a call problem. The Tier 1 agent passes the call to a Tier 2 agent, who has access to more information in Call Analytics than the Tier 1 agent. In turn, the Tier 2 agent can alert a network engineer to an issue. The network engineer may check CQD to see if an overall site-related issue could be a contributing cause of call problems.

For more information about CQD, see Turning on and using Call Quality Dashboard for Microsoft Teams and Skype for Business Online and Dimensions and measures available in Call Quality Dashboard for Microsoft Teams and Skype for Business Online.

Set up Call Analytics

Use Call Analytics to troubleshoot poor call quality