Monitor Microsoft Teams call quality

Enable advanced monitoring of Microsoft Teams call quality with DEX for Microsoft 365. Track and analyze call performance for a specific user.

Before you begin

Role required: admin

• Configure advanced monitoring for Microsoft Teams. For more details, see Enable application monitoring.
• Set up DEX for Microsoft 365 application. For more information, see Configuring DEX for Microsoft 365.

About this task

View detailed metrics for a user's Microsoft Teams calls, including call quality, network metrics, and session data for a particular user.

Note:

All data displayed on this page are based on information received from Microsoft.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. In the primary navigation pane, select the Applications icon ().
3. Select Teams.
4. Select Call quality under Application metrics.
5. Select a User.
   Note:

   Only users with a valid email address can be selected.
6. Select a Start date/time and End date/time, then select Go.
   Note:

   The date range is limited to a maximum of 48 hours within the past 30 days.
7. Select Summary.
   The following details appear:

   • Call Quality: A pie chart shows the percentage of calls with Good quality, Poor quality, or Unclassified.
   • Call Types: A pie chart shows the percentage of call types: audio, video, or other.
   • Calls over time: A line graph shows the number of Good, Poor, or Unclassified quality calls over the selected time period.
   • Network Experience: A line graph shows average packet loss and average jitter over the selected period.
   • Metrics: The following metrics appear in a table.

     Metric	Description
     Average jitter	Measure of the variation in packet delay over a network.
     Average packet loss rate	Shows how often data disappears on its way. Lower loss means better sound, video, and performance.
     Average round-trip time	Average time it takes for a data packet to travel from the source to the destination and back again. The lower the round-trip time, the faster the network.
     Average audio degradation	Average decline in audio quality experienced during a call or voice transmission, usually due to network issues like packet loss, jitter, latency, or codec problems.
     Average video frame loss percentage	Average percentage of video frames lost as displayed to the user.
     Average bandwidth estimate	Average estimated bandwidth available between two endpoints in bits per second.

8. Select Call quality metrics to get session details.
   A number of total calls, good calls, and poor calls appears with a timeline chart of calls. The following session details appear:

   • Session Quality Breakdown: A pie chart shows the percentage of Microsoft Teams sessions with Good, Poor, or Unclassified quality.
   • Connection Type: A bar chart shows calls from various connection types.
   • Media Type: A bar chart shows audio and video calls.
   • Video codecs used: A bar chart based on the video codecs used.
   • Audio codecs used: A bar chart based on the audio codecs used.
   • Operating system: A bar chart based on the user's operating system.