Call quality dashboard role

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Call quality dashboard role

Summary: Learn about what to consider when you plan for the Call Quality Dashboard. CQD features include:. CQD allows IT Pros to use aggregate data to identify focus areas in their environment experiencing media quality issues. It allows an IT Pro to compare statistics for different groups of users and identify trends and patterns. It is not focused on solving individual call issues, but on identifying problems and solutions that will apply to many users in a given environment.

The Repository database stores the report definitions that power the Portal. The Portal provides browser access to the Cube data. The CQD components, including the QoE Archive, Cube, and Repository databases, can be installed on the Monitoring Server, installed on its own server, or installed across multiple servers.

The particular installation method depends on the performance demands of CQD as well as impact to other processes on the same servers. For more information, refer to the "Components and topologies for CQD" section later in this article. CQD can show Skype for Business Server audio, video, and application sharing stream counts and count of good versus bad calls as well as ratios of bad to good calls. The views can be sliced and filtered by many different dimensions.

The data is then merged with any customer-supplied data, such as network subnet-to-building mapping to make reports such as "Call Quality per Building" possible.

CQD also abstracts many of the internal QoE data idiosyncrasies such as "caller" and "callee" such that the user can focus on building report views around "server" and "client". Following the Call Quality Methodology, CQD is streamlined to help identify the conditions that pockets of poor calls have in common—one of the tenets for improving call quality. The Portal is the fastest way to view the data in the Cube.

The Portal comes with several built-in reports that are usable right away. The built-in reports are linked in a structured manner to guide the user to successively smaller and smaller slices of the call data. The built-in reports also highlight the various different ways the data can be shown by demonstrating a combination of charts and tables with different pivots, filters, and measures.

Users can take advantage of the query speed and the high level schema of CQD while still creating custom reports suited for their business needs.You may find it useful to set up the following capabilities in Call Analytics:. Set permissions that let other personnel, such as helpdesk agents, use Call Analytics, but prevent them from accessing the rest of the Microsoft Teams admin center. Add building, site, and tenant information to Call Analytics by uploading a.

Call Analytics is now available in the Microsoft Teams admin center. To see all the call information and data for a user, use the Call History tab.

You can do this by looking on the user's profile page by doing one of the following:. As the admin, you have full access to all the features of Call Analytics.

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In addition, you can assign Azure Active Directory roles to support staff. Assign the Teams communications support specialist role to users who should have a limited view of Call Analytics.

Assign the Teams communications support engineer role to users who need access to the full functionality of Call Analytics. Both permission levels prevent access to the rest of the Microsoft Teams admin center.

The communications support specialist role is equivalent to tier 1 support and the communications support engineer role is equivalent to tier 2 support. Communications support specialists handle basic call-quality problems.

They don't investigate issues with meetings. Instead, they collect related information and then escalate to a communications support engineer. Communications support engineers see information in detailed call logs that's hidden from communications support specialists. The following table gives an overview of information available to communications support specialists and communications support engineers when they use Call Analytics.

You can add building, site, and tenant information to Call Analytics by uploading a.

Plan for Call Quality Dashboard for Skype for Business Server

With all this information, Call Analytics can map IP addresses to physical locations. You or helpdesk agents might find this information useful to help spot trends in call problems. For example, why are many users in the same building having similar call quality issues?

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In the My uploads list, click Download next to the file you want. If you're creating the. Use Call Analytics to troubleshoot poor call quality.

Call Analytics and Call Quality Dashboard. You may also leave feedback directly on GitHub. Skip to main content. Exit focus mode. You may find it useful to set up the following capabilities in Call Analytics: Set permissions that let other personnel, such as helpdesk agents, use Call Analytics, but prevent them from accessing the rest of the Microsoft Teams admin center. You can do this by looking on the user's profile page by doing one of the following: Search for the user from the dashboard.

Select Users in the left navigation. Set Call Analytics permissions As the admin, you have full access to all the features of Call Analytics.

Use Microsoft Teams administrator roles to manage Teams

Note The communications support specialist role is equivalent to tier 1 support and the communications support engineer role is equivalent to tier 2 support.

Is this page helpful? Yes No. Any additional feedback? Skip Submit.Summary: Learn about the deployment process for Call Quality Dashboard.

Cubewhere data from QoE Archive database is aggregated for optimized and fast access. Cube deployment gets information from the user on where the QoE Archive is located, deploys the cube, and sets up a regular SQL Server agent job that will refresh the cube at a regular interval. It then sets up an IIS web application which is the dashboard where users can see a pre-defined set of reports as well as customize and create their own queries to visualize data from the cube.

The portal install creates two additional web applications that exposes APIs for users to programmatically access the repository and the cube. These APIs are used internally by the dashboard as well.

Deploy Call Quality Dashboard for Skype for Business Server

Deployment of Call Quality Dashboard involves setting up the infrastructure and installing the software. The following procedure outlines the process. Copy the CallQualityDashboard. Select the destination folder where files related to Call Quality Dashboard components will be located or accept the default location.

Archive DB can be installed only on the local machine. To use a default SQL Server instance, leave this field blank. To use a named SQL Server instance, specify the instance name e. Since Archive DB upgrade is not supported, the only circumstance under which the "Use existing database" option can be used is if the existing Archive database has the same schema as the build to be installed.

Database File Directory: Path to where the database files. Note that since the file names are fixed in the install, to avoid any potential conflict, it is recommended that a blank directory with no files be used. For Standard edition, select "Single Partition" option. Note that cube processing performance may be impacted if Single Partition is used.

The selection for Use Multiple Partitions option cannot be changed once Setup completes. In order to change it, the Cube feature needs to be first uninstalled and then reinstalled using "Change" option in Control Panel. Upon clicking next, the installer will perform pre-requisite checks and report if any issues are encountered. When all pre-requisite checks pass, the installer will go to the Cube Configuration page. Cube can be installed only from the machine that has QoE Archive database Note.

Cube itself may be installed on a remote machine. See below. To specify a default SQL Server instance, leave this field blank. To specify a named SQL Server instance, enter the instance name e. If QoE Archive component was selected for the install, this field will be pre-populated with the value provided on the QoE Archive Configuration page.

This can be a different machine but the installing user has to be a member of Server administrators of the target SQL Server Analysis Service instance. If QoE Archive component was selected for the install, this field will be pre-populated with the value provided on the Archive Configuration page for the SQL Agent Job User, but we recommend specifying a different domain service account so that Setup can grant the least required privilege to it.

When clicking next, another round of validation will be performed and any issue will be reported. Upon successful completion of the validation, the installer will go to the Portal Configuration page. Note that unlike the QoE Archive Configuration page and the Cube Configuration page, the machine name is not fixed and must be provided. If Cube component was selected for the install, this field will be pre-populated with the value provided on the Cube Configuration page. This can be any SQL Server instance.The new CQD comes packed with exciting new capabilities, features, and reports.

The addition of these new latest enhancements represents a major update for CQD. The new reports enable administrators to actively troubleshoot system and individual user issues. In order to provide new insights, CQD is also adding new capabilities to support them.

Even those Teams administrators who choose not to make use of the new reports will see improvements in CQD thanks to these capability enhancements.

Admins can quickly receive feedback on the success or failure of their troubleshooting efforts helping improve satisfaction across the board.

In the past, Call data used to take 24 hours on average to become available and admins making changes to the network configuration meant waiting 1 or more days before confirming success. The updated version of CQD, with new drill down capabilities, user-level data and latency data, is a game changer. Data from the CQD enables us to pinpoint isolated problems versus enterprise-wide issues and respond quickly to users.

Making the most of these new capabilities, these updates to CQD are also adding a host of features to enable entirely new workflows. Rolling Trends allow for the generation of reports that show data for the last 5, 7, 30, 60, or 90 days.

New date parameters also allow Teams admins to view the data starting from any given date, as opposed to the previous full month resolution. Drill Down Fields enable quick analysis by allowing the report user to narrow down on a field and automatically filter on a value across multiple queries.

Saving us time. The critical missing item in our [previous] approach was the ability to drill down to the user level.

New Dimensions and Measures, such as Call Counts versus Stream Countshave also been added in response to customer requests. By combining all this new functionality, CQD is now also able to provide all new insights.

Exposing these new insights, CQD now includes several new standard reports, to include the following:.

call quality dashboard role

What used to take days for a report is now readily available, near real-time. My team has switched to advanced CQD, a long-time ago!. Quality Drill Down makes extensive use of drill down fields and EUII data, allowing Teams administrators to slice and review their call quality data by date, region, hour, specific location, specific subnet, and even by user.

Failure Drill Down follows a similar workflow as the Quality Drill Down, but with a focus on call failures. Rate My Call is similar in workflow to the above reports but differs significantly in that it allows admins to measure and evaluate the subjective experience of their users. Rate My Call draws on direct user feedback to help identify those locations and users who feel as though they are encountering the most issues.

One of the most vivid examples was a large site in EU, that was affecting call quality stats for the whole region. Help Desk reverses the pattern of most other reports by starting from the user and working backwards to identify specific issues. By leveraging the new EUII data in CQD, admins can now find a specific user or call and work from there to identify the issues that affected their call experience. Client Version allows administrators to view session and user counts for each client version.

Administrators supervising large or highly dispersed networks will find this report especially useful, as it helps to identify sources of poor call quality resulting from older or out-of-date client versions. Drilling down to the user level will enable those admins to identify the responsible users in order to help keep everyone up to date across their entire network.

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Endpoints provides information on machine endpoints by make and model of device, in order to help identify problem platforms. In order use this report, customers must upload endpoint data in a manner similar to building data. More information on that process can be found here. As large as these changes are, the updates on the horizon are even more exciting.

Future updates to CQD will harness the power of machine learning and Power BI in order to provide automated insights, improved visualizations, and easy custom report generation. These improvements and countless smaller ones are already well into development. We look forward to continuing to deliver industry-leading insights and innovation in the space of call quality analytics.

The new Location-Enhanced Reports provides all the information you have already come to expect, and more!Some companies choose an outside provider for their inbound and outbound calling, a practice known as BPO, or Business Process Outsourcing. By spot-checking their calls, companies learn whether or not their business and its services or products receive a consistent presentation.

You may never know the total percentage of unhappy customers or clients you have, but you know exactly how many took time to call you to say so. Whether to complain or to praise, the customer who calls you should receive the warmest welcome you can provide. This customer provides you with barrels of essential information about how well you met their needs.

Your inbound team should be the very best agents in your phone room. As the call center QA, your job requires sitting with each agent, monitoring calls and providing feedback, both during and after the calls. The best agents identify themselves at the beginning and end of the call. Superior agents allow the customer or client to state the problem at hand without interruption, free from attempts to frame the issue before the customer finishes explaining their viewpoint.

Outstanding agents help the customer brainstorm the solutions that will best fulfill their needs and ensure their repeat business. Your agents spend their entire day receiving information from your clients and customers. Wise quality assurance analysts probe agents before and after calls to uncover missed opportunities to convert information requests, complaints and compliments into repeat sales, referrals and salvaged accounts. Through coaching, the QA helps each agent develop a repertoire of redirects and rebuttals.

Their rebuttals and redirects allow agents to guide clients and customers to products and services that solve their current problem and prevent future misunderstandings.

The QA ensures that all agents use the same greetings, scripts, aftercall procedures and accountability standards. The best QA will periodically review sales data, customer surveys and call logs. They will use this information to adjust the script to achieve the conversion rate that meets company sales and service goals.

This part of your job requires diplomacy, patience and the wisdom of a professional gambler. Yes, you will need to know exactly when to check, hold or fold. For the QA, this means walking onto the call floor with no preconceived assessments of any agents. By giving each agent a blank slate, you provide them the opportunity to show you their best and worst qualities.

When agents can speak without fear of reprisal, you will learn more about the roadblocks and stopgaps that keep the company from breaking through sales ceilings. When you reserve judgment and give agents time to fit your advice into their call flow, you may have to do so while management peppers you with demands to make more sales or make heads roll. While voting an unpopular agent "off the island" may be a tempting prospect, too much turnover can sink morale and leave your best customers in the hands of untrained agents.

Keep upper management in the loop and know when to support struggling agents and when to cut them loose.Learn how to configure your Office organization to use the Call Quality Dashboard to monitor call quality. This topic describes the steps to start collecting data you can use to troubleshoot call quality issues.

New URL but the same log in with your administrator credentials. CQD data is now available on average in 30 minutes in comparison to the previous CQD which is on average of 24 hours. There is also report interactivity to support new scenarios such as:. CQD v3 also includes verbatim feedback. Helpdesk: available for a specific user on P2P calls or Meetings, or for all participants and call details. Helps identify possible system issues based on network location, devices, or firmware.

Pre-built filters for Product and Client Type help focus the versions to specific clients. Mapping data is uploaded similar to Building data. This requires a hybrid implementation and the use of Call Data Connector. See Plan Call Data Connector for more information.

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Refer to this article for a list of Dimensions and measures available in Call Quality Dashboard. To see information about updates and changes to the dashboard, click the link in the Good news! Call Records are available at the CQD portal on average in 30 minutes in comparison to the previous CQD which is on average of 24 hours. Call Records from the NRT pipeline are only available for a few months before they are removed from the data set.

Queries on the v2 and v3 portals for the data from the Archival period produce the same results. If these dimension fields are selected, the report automatically opens a different report tab and filters on the selected value. Fields with an assigned drill through filter are distinguished by a different cursor icon the pointer when you hover over them. When a drill through field is selected, the Dashboard automatically navigates to the new, specified tab and applies a filter with the selected value.

If that tab has its own drill through fields and one is selected, the previous drill through filters and the new one all propagate forward.

call quality dashboard role

This allows you to build a report that progressively narrows the resulting data set. For example, in a Call quality drill-through report, a user can click the date they would like to 'drill-through', which leads to the Location tab. Don't jump directly to the last tab. Without filters selected from a previous drill-through the results would be too large to show on a table.

Using the Microsoft Teams admin center. Sign in to your Office organization using Microsoft Teams service admin account, and then select the Admin tile to open the Admin center. In the left pane, under Admin centersselect Microsoft Teams to open the Microsoft Teams admin center. In the Microsoft Teams admin center, select Call quality dashboard in the left pane. It may take one or more hours to process enough data to display meaningful results in the reports.

Using the Skype for Business legacy portal. Sign in to your Office organization using an admin account, and then select the Admin tile to open the Admin center.

On the page that opens, sign in with your Global Administrator account, and then provide the credentials for the account when prompted. After you sign in, once activated, the Call Quality Dashboard will begin collecting and processing data.

The differences between the editions are summarized here:. All editions of CQD provide an experience that gives you call quality metrics without the need to create new reports.This article describes both and tells you when to use each one.

Call Analytics and CQD run in parallel and can be used independently or together. For example, say that a communications support specialist determines that they need more help troubleshooting a call problem.

The communications support specialist passes the call to a communications support engineer, who has access to more information in Call Analytics than the communications support specialist.

In turn, the communications support engineer can alert a network engineer to an issue. The network engineer can check CQD to see if an overall site-related issue could be a contributing cause of call problems.

Call Analytics is now available in the Microsoft Teams admin center. To see all call information and data for a user, use the Call History tab on a user's profile page.

call quality dashboard role

To see the tab, either search for the user from the dashboard or find the user from the Users tab in the left navigation bar. Call Analytics shows detailed information about the devices, networks, and connectivity related to the calls and meetings for each user in a Microsoft Teams or Skype for Business tenant account.

Why did this user have a poor call this afternoon? With Call Analytics, an Office admin or trained helpdesk agent can investigate the device, network, connectivity, and other factors related to a call to troubleshoot call quality and connection problems in Microsoft Teams and Skype for Business.

To see this information for a user in the Microsoft Teams admin center, click the Call History tab for that user in the user detail page to see all calls and meetings for that user in the last 30 days. To get additional information about a given session including detailed media and networking statistics, click a session to see the details.

If you want non-admins such as helpdesk agents from an external vendor to use Call Analytics, you can assign permissions so that they can use Call Analytics, but they can't access the rest of the Microsoft Teams admin center:.

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The communications support specialist role is equivalent to tier 1 support role from the preview portal and the communications support engineer role is equivalent to tier 2 support role from the preview portal.

For more information about the communications support specialist and communications support engineer roles, see Use Microsoft Teams admin roles to manage teams.

Helpdesk agent permissions and network topology upload are available in the Microsoft Teams admin center. For more information about how Helpdesk agents can work with Call Analytics, see Use Call Analytics to troubleshoot poor call quality.

Call Analytics is designed to help admins and helpdesk agents troubleshoot call quality problems with specific calls. CQD shifts focus from specific users and instead looks at aggregate information for an entire Teams or Skype for Business organization.

Suppose a user's poor call quality is due to a network issue that also affects many other users. The individual call experience isn't visible in CQD, but the overall quality of calls made using Microsoft Teams or Skype for Business is captured. With CQD, overall patterns may become apparent, so network engineers can make informed assessments of call quality.

CQD provides reports of call quality metrics that give you insight into overall call quality, server-client streams, client-client streams, and voice quality SLA. The data can be assessed to determine if the problem is isolated to a single user or affects a larger segment of users. If you want non-admin users such as helpdesk agents to use Call Quality Dashboard, you can assign those users one of the following roles, which also have permissions needed to access Call Quality Dashboard:.

For more information about these roles, see About Office admin roles. Use Call Analytics to troubleshoot poor call quality. You may also leave feedback directly on GitHub.


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