Investigate Zoom call issues

Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.

Before you begin

Role required: sn_dex.user

• Ensure DEX for Zoom is configured. For more information, see Configuring DEX for Zoom.
• Ensure that advanced monitoring is enabled to capture Zoom call telemetry. For more information, see Enable application monitoring.
• Enable ServiceNow Otto for DEX to access AI-generated Zoom call diagnostics.

Note:

This AI skill requires a minimum platform version of Zurich patch 7.

About this task

ServiceNow Otto for Zoom Call Issues processes Zoom telemetry data including audio, video, jitter, latency, and packet loss,along with device and application data to identify root causes. It then provides remedial actions, self-help instructions, and relevant knowledge articles to address the identified issues.

Important:

This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see AI agents, skills, and agentic workflows on by default.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. In the primary navigation pane, select the Devices icon .
3. Select a device.
4. Select Zoom call quality under Advanced app metrics.
5. Select a User.
   Note:

   • Only users with a valid email address can be selected.
   • The users list includes assigned users and logged-in users (those who logged in within the past 15 days).
6. Select start and end dates, then select Go.
   Note:

   The date range is limited to a maximum of 48 hours within the past 30 days.
   The zoom calls appear in cards categorized as: All calls, Bad calls, Poor calls, Fair calls, and Good calls. By selecting one of these cards, you can see the filtered data in Summary and Call quality metrics. You can also use Additional filters listed below the cards.

   Tip:

   Apply Additional filters (Device type, Version, Network type, and Location) to narrow down the results and quickly find call details.
7. In the ServiceNow Otto for Zoom Call Issues banner, select Investigate.
8. Review the AI-generated analysis, which includes:
   • Primary Root Cause: Identifies a specific issue impacting Zoom call performance.
   • Supporting Evidence: Displays issue type, affected calls, and telemetry data such as average jitter, latency, packet loss, or audio/video loss.
   • Key Correlations Observed: Indicates whether issues correlate with device, network, or application performance.
9. Select the Show recommendations button.
   Note:

   To view the Show recommendations button, you must have the sn_dex.ai_user and itil roles, and either the sn_dex.engineer or sn_dex.service_desk_user role.

   .
   Remedial actions, self-help instructions, and related knowledge articles are displayed to help resolve Zoom call issues.
10. To view the detailed metrics for the Zoom calls made by users assigned to this device or logged in within the past 15 days, see Monitor Zoom call quality using DEX.

Result

Use the Zoom calls data and AI-generated insights to resolve performance issues and improve the end-user experience.