Tutorial / Cram Notes
Call Analytics is a powerful tool in Microsoft Teams that provides detailed call and meeting information, which can be extremely useful for administrators when troubleshooting issues. It allows for an in-depth analysis of call quality, user experience, and any potential problems that may be affecting communication within Teams.
When an end-user experiences issues with a Teams call or meeting, such as poor audio quality, connection problems, or difficulties accessing a meeting, Call Analytics can be used to diagnose and resolve these issues. Here’s how to effectively leverage Call Analytics for troubleshooting purposes:
Accessing Call Analytics
First, ensure you have the appropriate permissions to access Call Analytics. You need to be a Teams service admin or a global admin to view this data. Once you have the necessary permissions, follow these steps:
- Sign in to the Teams admin center.
- Navigate to ‘Users’ and select the affected user.
- Click on the ‘Call History’ tab to view detailed information about the user’s calls and meetings.
Understanding Call Records
Within Call Analytics, you’ll find a record of each call or meeting. The record displays various metrics that can help you identify problems:
- Call duration: The time the call lasted.
- Call type: Indicates if it was a VoIP call, PSTN call, conference, etc.
- Audio quality: Metrics on jitter, packet loss, and latency.
- Connection type: Wired, Wi-Fi, or mobile.
- Device information: Information on devices used during the call.
- Network information: Displays data about the network used during the call.
Analyzing Call Quality Dashboard
Along with individual call records, the Call Quality Dashboard (CQD) provides aggregate data that can help to detect trends or recurring issues in your environment. The CQD includes:
- Report categories: Success rates, failure rates, and other quality indicators.
- Dimension and measures: Data points used to analyze call quality.
- Filters and views: Options to segment the data for better analysis.
Example Use Cases
Imagine a scenario where a user complains about poor call quality, frequent drops, and noisy background during Microsoft Teams call. To troubleshoot, an admin would do the following:
- Open the user’s call history in Call Analytics.
- Identify the problematic call using the timestamp and other details provided by the user.
- Review the detailed metrics for that call, focusing on audio quality indicators.
- Check for high latency, jitter, or packet loss which can be indicators of network issues.
- Examine the connection type to see if there were changes (e.g., from Wi-Fi to mobile data) that could have caused the disruption.
If Call Analytics points to device issues, determining if this is an isolated incident or part of a larger trend is crucial. The admin may then pull reports from the Call Quality Dashboard to see if other users with similar devices are experiencing the same issues.
Comparing Call Data
Leveraging the comparison features in Call Analytics can reveal deeper insights—such as contrasting a user’s successful calls to problematic ones to identify differences. A simple table comparison might look like this:
| Metric | Successful Call | Problematic Call |
|---|---|---|
| Duration | 15 minutes | 1 minute |
| Call Type | VoIP | VoIP |
| Audio Quality | Good | Poor |
| Connection Type | Wired | Wi-Fi |
| Jitter | Low | High |
| Packet Loss | Minimal | Significant |
| Latency | <75ms | >150ms |
| Network Type | Corporate LAN | Public Wi-Fi |
| Device Used | Headset A | Speakerphone B |
From this comparison, the admin might deduce that the problem could be related to Wi-Fi connectivity, especially if using public Wi-Fi, and may advise the user to use a wired connection during important calls.
Resolving Issues
After identifying the causes of poor call quality through Call Analytics, the next step is to implement solutions:
- Educate users on best practices for network usage during calls.
- Recommend the use of certified devices for better call performance.
- Upgrade network infrastructure if it’s identified as a bottleneck.
- Work with IT to ensure proper QoS (Quality of Service) configurations.
- Address any system-wide issues identified through trending data in the CQD.
Conclusion
Troubleshooting issues in Microsoft Teams calls can be complex, but Call Analytics provides the data needed for IT professionals to diagnose and effectively address these problems. By examining individual call records, comparing different scenarios, and analyzing aggregated data from the Call Quality Dashboard, admins can ensure users have the best experience possible with Teams communication.
Practice Test with Explanation
True or False: Call Analytics can be used to troubleshoot call quality issues for individual users.
- Answer: True
Explanation: Call Analytics provides detailed information about calls and online meetings for individual users, which can help troubleshoot call quality issues.
Which role must a user have to access Call Analytics in the Microsoft Teams admin center?
- A) Teams Service Administrator
- B) Teams Communications Support Specialist
- C) Global Administrator
- D) User Management Administrator
Answer: B) Teams Communications Support Specialist
Explanation: Teams Communications Support Specialist is a role specifically designed for those who troubleshoot communication issues in Microsoft Teams, including the use of Call Analytics.
True or False: Call Analytics can provide information about network issues for a specific call or meeting.
- Answer: True
Explanation: Call Analytics includes details like network and connectivity data that can help identify if the user experienced any network issues during a call or meeting.
Call Analytics can be used to troubleshoot which types of calls?
- A) PSTN calls
- B) VoIP calls
- C) 1:1 calls
- D) All of the above
Answer: D) All of the above
Explanation: Call Analytics can be used to troubleshoot any type of calls including PSTN, VoIP, and 1:1 calls in Microsoft Teams.
Which of the following data is NOT available in Call Analytics?
- A) User email address
- B) Device information
- C) Call start and end time
- D) Content shared during the call
Answer: D) Content shared during the call
Explanation: Call Analytics includes details like user email address, device information, and call times, but it does not provide information about the content shared during the call.
True or False: Call Analytics displays both historical and real-time data for ongoing calls.
- Answer: False
Explanation: Call Analytics primarily provides historical data about calls and meetings. Real-time data monitoring for ongoing calls is performed through another tool called Call Quality Dashboard.
What can Administrators use Call Analytics for?
- A) Identifying trends in call quality
- B) Investigating user-reported issues
- C) Monitoring real-time call quality
- D) Planning network capacity
Answer: B) Investigating user-reported issues
Explanation: Call Analytics is especially useful for investigating specific user-reported issues by examining detailed data about their calls and meetings.
True or False: Only call participants can access Call Analytics for a given call or meeting.
- Answer: False
Explanation: Call Analytics can be accessed by administrators with the appropriate roles, not just the call participants, to help troubleshoot issues.
Multiple Select: What information can you find in Call Analytics? (Select all that apply)
- A) Endpoint names
- B) Packet loss
- C) User satisfaction ratings
- D) Meeting subject lines
Answer: A) Endpoint names, B) Packet loss
Explanation: Call Analytics includes various technical details such as endpoint names and packet loss but does not include subjective information like user satisfaction ratings or meeting subject lines.
Which feature of Call Analytics helps in diagnosing if poor call quality was due to network or device performance?
- A) Call duration
- B) Call type (audio/video)
- C) Diagnostic Reports
- D) Caller/callee information
Answer: C) Diagnostic Reports
Explanation: Diagnostic Reports in Call Analytics help determine if poor call quality experienced by users is attributed to their network connections or device performance.
True or False: All Microsoft Teams users can use Call Analytics to troubleshoot their own call issues.
- Answer: False
Explanation: Not all users have access to Call Analytics; only users with specific admin roles, like Global Administrators or Teams Communications Support Engineer and Specialist roles, can access Call Analytics to troubleshoot call issues.
What level of detail does Call Analytics provide for each call or meeting?
- A) Summary information only
- B) Detailed telemetry for each participant
- C) Only the quality of audio streams
- D) Only the user’s perspective of the call
Answer: B) Detailed telemetry for each participant
Explanation: Call Analytics provides detailed telemetry data for each participant in a call or meeting, including metrics on audio, video, and sharing streams.
Interview Questions
What is Call Analytics in Microsoft Teams?
Call Analytics is a web-based tool that provides detailed insights into call quality and other factors that may impact the performance of Microsoft Teams.
What kind of data can be monitored and analyzed using Call Analytics?
Call Analytics can be used to monitor and analyze call quality data in real-time, including metrics such as packet loss, jitter, and latency.
How can Call Analytics help troubleshoot issues with call quality?
Call Analytics provides detailed data and metrics that can be used to identify potential issues with call quality and diagnose and resolve any problems that are identified.
Where can Call Analytics be accessed in Microsoft Teams?
Call Analytics can be accessed through the Teams Admin Center, under “Analytics & reports” and then “Call quality dashboard.”
What are some common causes of poor call quality in Microsoft Teams?
Poor call quality in Microsoft Teams can be caused by a range of factors, such as network connectivity issues, outdated hardware or software, or configuration issues.
How can filter options in Call Analytics help troubleshoot issues?
Filter options in Call Analytics can be used to search for specific users or calls that you want to troubleshoot, allowing you to focus on the data that is most relevant to your needs.
What kind of troubleshooting tools are available in Call Analytics?
Call Analytics provides built-in troubleshooting tools that can be used to diagnose and resolve issues with call quality, such as network diagnostic tests and device configuration checks.
What are some best practices for using Call Analytics to troubleshoot issues with call quality?
Best practices for using Call Analytics include regularly monitoring call quality data, proactively identifying trends or patterns that may be impacting performance, and ensuring that all users have the latest updates and patches installed.
How can Call Analytics help improve the overall performance of Microsoft Teams?
By identifying and resolving issues with call quality, Call Analytics can help improve the overall performance of Microsoft Teams, making it easier and more efficient for users to collaborate and communicate.
Can Call Analytics be used to troubleshoot issues with other features of Microsoft Teams, such as chat or file sharing?
No, Call Analytics is specifically designed to help troubleshoot issues with call quality and is not intended for use with other features of Microsoft Teams.
What should you do if you encounter an issue that you cannot resolve using Call Analytics?
If you are unable to resolve an issue using Call Analytics, you may need to seek additional support from Microsoft or your IT team.
Can Call Analytics help identify potential security issues in Microsoft Teams?
No, Call Analytics is focused on call quality and does not provide insights into potential security issues.
How frequently should you monitor call quality data using Call Analytics?
It is a good practice to monitor call quality data periodically, such as once a month or as needed, to identify and resolve issues quickly.
What are some common network connectivity issues that can impact call quality in Microsoft Teams?
Common network connectivity issues that can impact call quality include slow internet speeds, high latency, and packet loss.
Can Call Analytics be used to troubleshoot issues with calls made on mobile devices?
Yes, Call Analytics can be used to monitor and analyze call quality data from mobile devices in addition to desktop devices.
I’ve been facing issues with tracking call quality in Microsoft Teams. Can Call Analytics help?
How accurate is the data provided by Call Analytics?
Can Call Analytics track calls made on mobile devices?
Thanks for the informative blog post!
I followed the steps but still can’t see any call data. Any tips?
Is it possible to see historical data in Call Analytics?
The layout of Call Analytics is a bit confusing. Any advice on navigating it efficiently?
Appreciate the insights shared in this post. Very helpful!