Step by Step Guide: Identify call quality issues with call analytics

Here’s a step-by-step guide with working examples on how to identify call quality issues with Call Analytics in Microsoft Teams:

1. Open Microsoft Teams and click on the “Admin” button in the left-hand navigation pane.
2. Click on “Analytics & Reports” and then select “Call Analytics”.
3. On the Call Analytics page, select the time period for which you want to view call data. Let’s choose the last 7 days as an example.
4. Use the filters to narrow down the search to a specific user, location, or device. For example, let’s select a specific user named “John Smith”.
5. Once you have selected the filters, click on the “Apply” button to view the results.
6. The Call Analytics page will display a list of all the calls that match your search criteria, along with call quality metrics and other details about the call. For example, let’s select a call from the list that had poor audio quality.
7. Review the call quality metrics to identify any issues. Metrics such as Jitter, Packet Loss, and Network Latency can indicate potential call quality issues. Let’s say we see that the call had a high amount of jitter.
8. Click on the specific call to view more detailed information about the call quality. This information includes metrics such as MOS Score, Round Trip Time, and Audio Quality. Let’s say we see that the MOS Score was low, indicating poor audio quality.
9. Use the information in the Call Analytics page to troubleshoot any call quality issues. In this case, we may need to adjust network settings to reduce the amount of jitter and improve audio quality.
10. Once you have identified and addressed any call quality issues, continue to monitor Call Analytics to ensure that call quality remains high.

By following these steps, you can use Call Analytics in Microsoft Teams to identify and troubleshoot call quality issues with working examples, ensuring that your users have a positive calling experience.