Understanding Call Analytics is crucial to troubleshoot issues in Microsoft Teams. The Call Analytics Dashboard provides detailed information about call usage for individuals in your company. Administrators and helpdesk professionals can use this information to troubleshoot call-related problems.
Interpreting Call Analytics Data
Interacting with Call Analytics involves understanding the information presented on the dashboard. The data available includes:
- User Information: This includes details about the user such as name, contact information, and role in the organization.
- Call History: This list displays all the calls made or received by the user, and includes details of each call like start time, duration, and call status (completed, forwarded, missed).
- Call Quality: These measures provide insights into the quality of the call, like network performance, quality of service etc.
- Diagnostic Reports: Detailed reports for each call presenting data about devices used, networks, connectivity, errors etc.
By analyzing these data, many common issues in Microsoft Teams can be diagnosed, such as call quality problems, call drop issues, one-way audio problems, etc.
Example for Troubleshooting Call Quality Issues
Here is a simple example of how to troubleshoot Call Quality issues using Call Analytics.
An end-user has reported that Teams meetings have poor audio and video quality. To troubleshoot this, you would:
- Open the Call Analytics dashboard and select the problematic user.
- Review the user’s Call History to identify a pattern. Look for things like multiple calls with problems, certain times of the day that have issues, or issues with specific contacts.
- Select a problematic call from the list to view the Call Summary page. Here you can see details about the call like duration, status, modality (voice, video, screen sharing), devices used, networks, and error reports.
- In the Call Quality set of measurements, review parameters such as Network Jitter, Packet loss, and Round-Trip Time. High values for these parameters indicate network issues affecting call quality.
- The Diagnostics section will provide more detailed data about this issue. Important points to check are ‘Audio Degradation Time’ and ‘Audio Glitch Rate’.
Specific Call Analytics Indicators
Understanding specific Call Analytics indicators will assist in pinpointing the issue quickly:
| Indicator | Description | Possible Solution |
|---|---|---|
| High Network Jitter | Signals inconsistency in delay for packet transfers in the network | Check Network bandwidth, switch to a better network if possible |
| High Packet Loss | Percentage of packets of data travelling across a network that fail to reach their destination | Check Network stability, close any applications that eat up bandwidth |
| Poor Device Performance | Indicate that the user’s device (like microphone, speaker, webcam) is not performing well. | Check if device drivers are up to date, try using a different device |
| High Audio Glitch Rate | Measures disruptions or irregularities in the audio | Check internet connection, try using a different device |
With the aid of Call Analytics in Microsoft Teams, it becomes easier to troubleshoot complex issues, thus paving the way for an error-free and effective communication platform for the organization. Remember, the goal of Call Analytics is not only to resolve problems but to proactively identify areas of improvement, ensuring fluid communication and collaboration via Teams.
Practice Test
True or False: Call Analytics in Microsoft Teams helps troubleshoot call or connection problems.
Answer: True
Explanation: Call Analytics provides detailed troubleshooting information about call or connection problems.
Which of the following can be used to investigate a user’s call problems in Microsoft Teams?
- A. Call Quality Dashboard
- B. Call Analytics
- C. Teams User Activity report
- D. Teams Device Usage report
Answer: B. Call Analytics
Explanation: Call Analytics in Microsoft Teams gives detailed information about individual user’s call history and is used to troubleshoot specific call problems.
What information can be retrieved from Call Analytics?
- A. User ID
- B. Call ID
- C. Call duration
- D. All of the above
Answer: D. All of the above
Explanation: Call Analytics provides detailed information about calls such as the user’s ID, call’s ID and duration.
True or False: One of the main advantages of Call Analytics is that it provides real-time data about calls.
Answer: False
Explanation: While Call Analytics provides detailed information about calls, it doesn’t offer real-time data.
Microsoft’s Call Analytics can be used to troubleshoot problems in which of the following?
- A. Direct Routing calls
- B. PSTN calls
- C. Calls between Teams users
- D. All of the above
Answer: D. All of the above
Explanation: Call Analytics can troubleshoot problems in all types of calls within the Microsoft Teams environment, including Direct Routing calls, PSTN calls, and calls between Teams users.
True or False: Call Analytics can only be accessed by users with the Teams support Engineer role.
Answer: False
Explanation: Call Analytics can be accessed by Teams service admin, Teams communications admin, Teams communications support engineer, and Teams communications support specialist.
Which of the following roles cannot access Call Analytics?
- A. Teams Communications Admin
- B. Teams Service Admin
- C. Teams Communications Support Specialist
- D. None of the above
Answer: D. None of the above
Explanation: All the roles mentioned above have access to Call Analytics.
What type of problem is suitable to address using Call Analytics?
- A. Widespread quality problem
- B. One-time call failure
- C. Complex networking issue
- D. None of the above
Answer: B. One-time call failure
Explanation: Call Analytics is designed for troubleshooting specific call problems, not dealing with broad issues or complex networking problems.
True or False: Call Analytics can troubleshoot problems in a peer-to-peer call.
Answer: True
Explanation: Call Analytics can be used to troubleshoot a variety of different calls, including peer-to-peer calls.
In Call Analytics, a symbol of a red triangle with an exclamation point signifies what?
- A. Satisfactory call quality
- B. Poor call quality
- C. No data available
- D. High data usage
Answer: B. Poor call quality
Explanation: In Call Analytics, the symbol of a red triangle with an exclamation point is used to denote poor call quality.
Can Call Analytics resolve issues in Teams Live Event sessions?
- A. Yes
- B. No
Answer: B. No
Explanation: Call Analytics does not support troubleshooting of Teams Live Events.
True or False: Call Analytics helps you view the network performance statistics of the user such as latency, jitter, and packet loss.
Answer: True
Explanation: Call Analytics provides detailed network performance statistics for individual calls, including latency, jitter, and packet loss.
Call Analytics can identify the problematic device using which feature?
- A. Device Report
- B. Final status
- C. Endpoint
- D. None of the above
Answer: A. Device Report
Explanation: The Device Report in Call Analytics helps identify device-related issues by providing details about the devices used in the call.
True or False: The Call Analytics tool can be used to fix call quality issues of teams configured with Direct Routing.
Answer: True
Explanation: Teams configured with Direct Routing can experience call quality issues that can be diagnosed and remediated using Call Analytics.
Which type of error description denotes a network issue in Call Analytics?
- A. Final status
- B. Network
- C. Sub Status
- D. Media Path
Answer: C. Sub Status
Explanation: In Call Analytics, a ‘sub status’ description often indicates a network issue causing call degradation or failure.
Interview Questions
What is the primary function of Call Analytics in Microsoft Teams?
Call Analytics is a tool in Microsoft Teams that administrators use to troubleshoot call or connection-related problems for Teams users.
How do you access Call Analytics in Microsoft Teams?
Call Analytics can be accessed from the Microsoft Teams admin center. Once logged in, you navigate to Users, select the user you want to get call analytics for, and select Call analytics under the user’s settings.
What information does Call Analytics display about a user’s call?
Call Analytics provides detailed information about all the peer-to-peer calls, and meetings a user has participated in, such as the device used, network conditions, modalities used (audio, video, screen sharing), and any problems that could have affected the call quality.
Which type of calls can be analyzed using Call Analytics?
Call Analytics can analyze all peer-to-peer calls, PSTN calls, and any meetings in which the user has been involved.
Is Call Analytics immediately available after setting up Microsoft Teams in an organization?
Yes, Call Analytics is automatically enabled for everyone in your organization and there’s no additional setup needed.
What tool complements Call Analytics in troubleshooting Microsoft Teams call issues?
The Call Quality Dashboard (CQD) complements Call Analytics in troubleshooting call issues. While Call Analytics deals with individual calls, CQD helps understand patterns and trends in call quality for an organization.
Can Call Analytics be used to analyze call quality issues for external users?
No, Call Analytics can only show data for users in your organization.
How useful is Call Analytics for troubleshooting network-related issues in Microsoft Teams?
Call Analytics can provide useful insights for troubleshooting network-related issues such as high packet loss, latency, or jitter by providing network statistics for a call.
In what formats can the Call Analytics data be exported?
In Microsoft Teams admin center, the Call Analytics data can be exported only in .csv file format.
Can a user retrieve the Call Analytics report for their own Teams calls?
No, only Microsoft Teams administrators, Skype for Business administrators, and users with Teams Communications Support Engineer or Teams Communications Support Specialist roles can access the Call Analytics for users.
What type of information can be found in the ‘Details’ Tab in Call Analytics?
The ‘Details’ tab includes detailed information about everything from modalities used, call duration, session ID, and user feedback.
Can Call Analytics be used to troubleshoot issues for Teams Live Event?
Yes, administrators can use Call Analytics to troubleshoot issues that presenters might experience in a Teams Live Event.
How long does it take for call data to appear in Call Analytics?
It may take up to 30 minutes for call data to appear in the Call Analytics tool.
What does Call Analytics use to pinpoint problems that could be affecting call quality?
Call Analytics uses a combination of Quality of Service (QoS) and Quality of Experience (QoE) data to pinpoint problems.
How far back can Call Analytics pull call history?
Call Analytics can pull call history and quality data for the last 30 days.
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