Use real-time telemetry to troubleshoot poor meeting quality

This article explains how to use Real-Time Analytics (RTA) to troubleshoot poor Microsoft Teams meeting quality for individual users. You can access Real-Time Analytics if you have one of the following roles:

  • Teams Administrator
  • Teams Communications Support Specialist
  • Teams Communications Support Engineer

For more information on Teams admin roles, see Use Microsoft Teams administrator roles to manage Teams.

Real-Time Analytics lets IT admins look at their important users’ scheduled meetings and see audio, video, content sharing, and network-related issues. As an admin, you can use this telemetry to investigate these issues during meetings and troubleshoot in real time.

What is Real-Time Analytics?

Today, individual meeting troubleshooting is available for Teams administrators through Call Analytics after the meeting ends. Real-Time Analytics lets admins troubleshoot scheduled meetings while they're in progress.

Real-Time Analytics shows detailed information about Teams meetings for each user in your Office 365 account, updated in real time. It includes information about devices, network, connectivity, audio, video, and content sharing issues, which will help admins troubleshoot call quality more effectively.

As a Teams admin, you get full access to all real-time telemetry data for each user. In addition, you can assign Azure Active Directory roles to support staff. To learn more about these roles, see Give permission to support and help desk staff.

Where to find per-user real-time troubleshooting telemetry

To see all meeting information and data for a user, go to the Teams admin center. Under Users > Manage users, select a user, and open the Meetings & calls tab on the user's profile page. Under Recent meetings, you'll see a list of meetings the user has attended within the past 24 hours for which real-time telemetry is available, including any in progress meetings. If the meeting is not in progress or doesn't have real-time telemetry data, it will show up in Past meetings.

Screenshot of recent meetings table.

To get additional information about participants of a meeting that's in progress, including their device, network, and audio statistics, find the meeting in Recent meetings and select the link under the Participants column.

Screenshot of participant details table.

To look at the telemetry of a given user for an in-progress meeting, including information around device, network, audio, video, and content sharing details, select the Meeting ID.

Screenshot of call analytics user session data.

Measures available in Real-Time Analytics

Measure Name Units Good Threshold Description
Jitter Milliseconds Less than 30 ms Jitter is a measure of the variation in packet delay for a data stream. When this is too high, audio can become choppy.
Packet Loss Percentage Less than 5% Packet loss occurs when data packets fail to reach their destination. The percentage of packets lost is based on the total number of packets sent.
Round Trip Time Milliseconds Less than 500 ms Round trip time is the time it takes for a single packet to travel from the client to the remote endpoint and back to the client. High round trip time can cause delays in stream playback. An example of this is when two people in a meeting are unintentionally speaking over each other due to the delay.
Bitrate (Audio) Kilobits per second (Kbps) Greater than 24 Kbps Throughput of the audio stream expressed in kilobits per second.
Bitrate (Video & App sharing) Megabits per second (Mbps) Information only Throughput of the video stream expressed in megabits per second.
Frame Rate (Video) Frames per second 360p or better: 25-30 FPS
270p or lower: 7-15 FPS
For outbound video streams, frame rate (FPS) is the number of frames per second of video the client is sending. Lower than expected values here may suggest system resource constraints, insufficient network bandwidth, or misbehaving video capture devices. Different resolutions have different acceptable FPS ranges.
Frame Rate (App sharing) Frames per second (FPS) Information only For app sharing, frame rate is content-aware to ensure as many frames as necessary are sent to ensure a good experience while avoiding sending frames if they're not needed. For example, sharing a text document on-screen only requires 1 frame-per-second to produce a good experience, whereas sharing a video or content with more activity will increase frames per second to a maximum of 30 FPS to produce a smoother experience.

Client platforms supported for real-time telemetry

  • Windows
  • macOS
  • Linux
  • Android
  • iOS

Teams devices with support for real-time telemetry

  • MTR - Surface Hub
  • MTR - Teams Display
  • MTR - Collaboration bar
  • IP Phone devices

Limitations

  • Real-time telemetry is only available for scheduled meetings. For ad hoc meetings like Meet Now, PSTN, 1:1 calls, and group calls, real-time telemetry isn't available.
  • Real-time telemetry is only available for presenters of scheduled live event. It's currently not available for live event attendees.
  • Real-time telemetry data is available for a meeting under Recent meetings for 24 hours after the meeting has ended. After 24 hours, you can't access the data and the meeting moves to Past meetings. If a meeting is longer than 3 hours, real-time telemetry will only be available for the last 3 hours.
  • Telemetry isn't available in real time when using older versions of Teams. If no telemetry is available, try updating your client.
  • If external participants or anonymous users join a meeting, their display name will show as unavailable to retain cross-tenant privacy.

Set up per-user call analytics

Use Microsoft Teams administrator roles to manage Teams.