Use call analytics to troubleshoot poor call quality

This article explains how to use call analytics to troubleshoot poor Microsoft Teams call or meeting quality for individual users if you're a Teams admin or a Teams communications support specialist or engineer.

Call Analytics permissions

This article assumes that you've already set up call analytics. If you haven't, read Set up call analytics for Teams.

Introduction to call analytics

Call analytics shows detailed information about Teams calls and meetings for each user in your Office 365 account. It includes information about devices, networks, connectivity, and call quality (any of these can be a factor in poor call or meeting quality). If you upload building, site, and tenant information, this information will also be shown for each call and meeting. Use call analytics to help you figure out why a user had a poor call or meeting experience.

Call analytics shows you each leg of a call or meeting - for example, from one participant to a second participant. By analyzing these details, a Teams admin can isolate problem areas and identify the root cause for poor quality.

As the Teams admin, you get full access to all call analytics data for each user. In addition, you can assign Azure Active Directory roles to support staff. To learn more about these roles, read Give permission to support and helpdesk staff. Don't miss What does each Teams Support role do? below.

Where to find per-user call analytics

To see all call information and data for a user, go to the Teams admin center. Under Users, select a user and then open the Call History tab on the user's profile page. Here you'll find all calls and meetings for that user for the last 30 days.

Screenshot of all analytics user data

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

Screenshot of call analytics user session data

What does each Teams Support role do?

The Teams communications support specialist (Tier 1 support) handles basic call-quality problems. They don't investigate issues with meetings. Instead, they collect related information and then escalate to a communications support engineer.

The Teams communications support engineer (Tier 2 support) sees information in detailed call logs that are hidden from the Teams communications support specialist. The table below lists the information available to each Teams communication support role.

The following table tells you what per-user information is available for each communications support role.

Activity Information What the communications support specialist sees What the communications support engineer sees
Calls
Caller name
Only the name of the user for whom the agent searched.
User name.
Recipient name
Shows as Internal User or External User.
Recipient name.
Caller phone number
Entire phone number except last three digits are obfuscated with asterisk symbols. For example, 15552823***.
Entire phone number except last three digits are obfuscated with asterisk symbols. For example, 15552823***.
Recipient phone number
Entire phone number except last three digits are obfuscated with asterisk symbols. For example, 15552823***.
Entire phone number except last three digits are obfuscated with asterisk symbols. For example, 15552823***.
Call Details > Advanced tab
Information not shown.
All details shown, such as device names, IP address, subnet mapping, and more.
Call Details > Advanced > Debug tab
Information not shown.
All details shown, such as DNS suffix and SSID.
Meetings
Participant names
Only the name of the user for whom the agent searched. Other participants identified as Internal User or External User.
All names shown.
Participant count
Number of participants.
Number of participants.
Session details
Session details shown with exceptions. Only the name of the user for whom the agent searched is shown. Other participants identified as Internal User or External User. Last three digits of telephone number obfuscated with asterisk symbols.
Session details shown. User names and session details shown. Last three digits of telephone number obfuscated with asterisk symbols.

Troubleshoot user call quality problems

  1. Open the Teams admin center (https://admin.teams.microsoft.com) and sign in with your Teams communications support or Teams admin credentials.

  2. On the Dashboard, in User Search, start typing either the name or SIP address of the user whose calls you want to troubleshoot, or select View users to see a list of users.

  3. Select the user from the list.

  4. Select Call history, and then select the call or meeting that you want to troubleshoot.

  5. Select the Advanced tab, and then look for yellow and red items which indicate poor call quality or connection problems.

    In the session details for each call or meeting, minor issues appear in yellow. If something is yellow, it's outside of normal range, and it may be contributing to the problem, but it's unlikely to be the main cause of the problem. If something is red, it's a significant problem, and it's likely the main cause of the poor call quality for this session.

In rare cases, Quality of Experience data isn't received for audio sessions. Often this is caused by the a dropped call or when the connection with the client terminates. When this occurs, the session rating is unavailable.

For audio sessions that do have Quality of Experience (QoE) data, the following table describes major issues that qualify a session as poor.

Issue Area Description
Call setup
Session
The error code Ms-diag 20-29 indicates the call setup failed. The user couldn't join the call or meeting.
Audio network classified poor call
Session
Network quality issues (such as packet loss, jitter, NMOS degradation, RTT, or concealed ratio) were encountered.
Device not functioning
Device
A device isn't functioning correctly. Device not functioning ratios are :
DeviceRenderNotFunctioningEventRatio >= 0.005
DeviceCaptureNotFunctioningEventRatio >= 0.005

Set up per-user call analytics