Use real-time telemetry to troubleshoot poor meeting quality

• Applies to:

  Microsoft Teams

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.

Real-Time Analytics is available in Commercial, GCC, and GCC High.

You can also set up alerts for audio issues as they occur in in-progress meetings. For more information, see Alerts for in-progress meeting audio quality issues.

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 Microsoft 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 Microsoft Entra 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, there is a list of meetings the user attended within the past 24 hours for which real-time telemetry is available, including any in progress meetings. If the meeting isn't in progress or doesn't have real-time telemetry data, it's listed under Past meetings.

Real-time telemetry is gathered automatically for all users who have a Teams Premium license and is retained for seven days. For users who don't have a Teams Premium license, real-time telemetry is only gathered when you access the in-progress meeting in the Teams admin center and is retained for 24 hours.

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.

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.

Details and measures available in Real-Time Analytics

Device information

Name	Description	Possible reasons for blank values
Audio capture device	Name of the audio capture device (for example, microphone) in use	System might not have a name associated with the device (for example, Remote Desktop or Virtual machine 'Remote audio' device)
Audio render device	Name of the audio render device (for example, speakers or headphones) in use	System might not have a name associated with the device (for example, Remote Desktop or Virtual machine 'Remote audio' device)
Video capture device	Name of the video capture device in use	User isn't sending video from the endpoint being monitored

Connectivity information

Metric	Units / Possible values	Description	Possible reasons for blank values
Network type	• Ethernet • Wi-Fi	Type of network connection in use
Wi-Fi strength	• Excellent: -50 dBm or greater • Good: -51 dBm to -64 dBm • Poor: -65 dBm or lower	Received signal strength indicator (RSSI) of the user's current Wi-Fi connection measured in decibel-milliwatts	User isn't connected to Wi-Fi
Wi-Fi channel	Integer	Channel over which the Wi-Fi network's access point is broadcasting	User isn't connected to Wi-Fi
Physical type	String • Example: 802.11ac	Wireless infrastructure type in use	User isn't connected to Wi-Fi
Wi-Fi band	2.4 GHz or 5 GHz	Wi-Fi band to which the user is connected	User isn't connected to Wi-Fi
Location	String	Country/Region in which the user is located	User's location information is blocked or unavailable
Local IP address	String (IP:Port)	Local IP address of the user's endpoint and the media port
Server reflexive IP address	String (IP:Port)	Public IP address of the user's endpoint and the media port
Connectivity type	UDP or TCP	Transport layer protocol in use; UDP is preferred for real-time media

User signals

User signals identify when a user is actively participating in the call, isn't speaking but unmuted, or is muted. Currently, user signals are only available for audio.

Modality	Possible values	Description
Audio	• Unmuted, participant speaking • Unmuted, not speaking • Muted	Indicates the behavior of the user for the audio portion of the call

Audio

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 jitter is too high, audio can become choppy. Real-Time Analytics displays network inter-arrival jitter, not audio jitter.
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 (RTT)	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 high RTT is when two people in a meeting are unintentionally speaking over each other due to the delay. Shown for outbound audio only.
Bitrate	Kilobits per second (Kbps)	Greater than 24 Kbps	Throughput of the audio stream expressed in kilobits per second.
Codec	String • Example: SATIN	Information only	Displays the audio codec being sent and received. A different codec can be received than the one being sent.
Local Healed Ratio	Ratio	Less than 0.07	Indicates when the audio healer is being invoked on the local endpoint for the inbound audio stream. High healer usage is experienced by end-users as "choppy audio".

Video

Measure Name	Units	Good Threshold	Description
Round Trip Time (RTT)	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 high RTT is when two people in a meeting are unintentionally speaking over each other due to the delay.
Bitrate	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.
Codec	String	Information only	Displays the video codec and rendering mode of the outbound video stream. (Example: H264 SW HW indicates an H264 video stream using both software and hardware rendering.)
Resolution	Pixels	Information only	The resolution of the video being sent. Outbound video resolution is dynamic, based on the highest requirement from an endpoint in the meeting. A client capable of 1920 x 1080 video will only send 640 x 360 video if no clients are displaying that user's video in a frame larger than 640 x 360
Source Freeze Count	Count	Less than 2	The number of times the camera didn’t generate a new frame for more than one second at a stretch. For video, this metric is typically indicative of an issue with the device generating content at the asked format.
Loss Recovery Attempt Rate	Count	Less than 21	Indicates the number of times there was a request to recover from network loss causing video to freeze. This value is typically caused by packet loss on the network and can result in short to long freezes depending on the nature of loss. Mitigating the source of network loss should improve quality.
Video Encoder Hardware Failure	Boolean	False	This flag indicates that there was an error from the hardware encoding component. Typically, Teams handles video encoder errors by falling back to software encoding, but software encoding can result in degraded performance if the endpoint doesn’t have sufficient processing power.

Application Sharing (VBSS)

Measure Name	Units	Good Threshold	Description
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 (RTT)	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 high RTT is when two people in a meeting are unintentionally speaking over each other due to the delay.
Bitrate	Megabits per second (Mbps)	Information only	Throughput of the VBSS stream expressed in megabits per second.
Frame Rate	Frames per second (FPS)	Information only	For VBSS, 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 one 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.
Codec	String	Information only	Displays the codec and rendering mode of the VBSS stream. (Example: H264 SW HW indicates an H264 VBSS stream using both software and hardware rendering.)
Resolution	Pixels	Information only	The resolution of the VBSS stream being sent and received.
Normalized Freeze Duration	Milliseconds per minute	Less than 25	This metric is the rate of video freezing that is observed on the receiver side and is represented in milliseconds of freeze per minute of active video. Loss-free networks should have a value of 0. Video freeze is typically caused by network loss. Larger percentages of loss or short, high bursts of loss may lead to higher normalized freeze.
Harmonic Frame Rate Average	Frames per second (FPS)	Greater than 0.15	The harmonic average of the incoming video framerate. This typically represents the regularity of the incoming frames along with the rate of frames. A low value can stem from jitter in the incoming frames, freezes, burst arrivals, and low FPS itself. These are typically related to network issues, but (rarely) can also be caused by devices not producing consistent output framerates.
Audio / Video Sync	Milliseconds	Between -900 ms to 900 ms	This metric indicates the audio / video sync in milliseconds. The sync value is calculated as (audioDelay – videoDelay). A positive value indicates audio is behind while a negative value indicates video is behind. Audio video sync issues may be caused by various factors, most common of which include bad capture devices and network issues delaying one modality more than the other.
Loss Recovery Attempt Rate	Count	Less than 21	Indicates the number of times there was a request to recover from network loss causing video to freeze. This metric is typically caused by packet loss on the network and can result in short to long freezes depending on the nature of loss. Mitigating the source of network loss should improve quality.
Source Freeze Count	Count	Less than 75	The number of times the outbound screen share didn’t generate a new frame for more than one second at a stretch. For screen sharing, this value can potentially relate to permissions of screen capture, and can also result from performance issues causing glitches while capturing screen content.
Video Encoder / Decoder Hardware Failure	Boolean	False	This flag indicates that there has been an error raised from the hardware encoding (or decoding) component. Typically, such errors are handled by the application by falling back to software encoding / decoding but it can result in degraded performance if the endpoint doesn’t have a CPU with sufficient processing power.

CPU and Battery Details

Measure Name	Units	Good Threshold	Description
System CPU Usage	Percentage	Less than 80%	The percentage of system CPU resources being consumed during the call. If System CPU usage is high relative to the Teams app CPU usage, it can indicate resource contention on the host.
Teams app CPU Usage	Percentage	Less than 80%	The percentage of system CPU resources being consumed specifically by the Teams app during the call.
Battery level	Charging or Percentage	Greater than 10%	Where an endpoint includes a battery as a power source, this metric indicates the percentage of the battery remaining or if the device is plugged in and charging.

Client platforms that support real-time telemetry

• Windows
• macOS
• Android
• iOS
• Teams web client (including VDI 1.0 and VDI 2.0)

Real-time telemetry isn't available in older versions of Teams. If no telemetry is available, try updating your client.

Teams devices that support real-time telemetry

• Teams displays
• Teams phone
• Teams Rooms
• Teams Rooms on Surface Hub

Note

Devices that joined the meeting using Cloud Video Interop (CVI) solutions are not supported in Real-Time Analytics.

Limitations

• Real-time telemetry is only available for scheduled meetings and Meet Now. For PSTN, 1:1 calls, and group calls, real-time telemetry isn't available.
• Real-time telemetry is only available for presenters of live events. It's not available for live event attendees.
• If external participants or anonymous users join a meeting, their display name will show as unavailable to retain cross-tenant privacy.
• If a meeting is longer than 3 hours, real-time telemetry will only be available for the last 3 hours.

Related topics

Set up per-user call analytics

Use Microsoft Teams administrator roles to manage Teams.