Managing call analytics in Microsoft Teams in Operator Connect

To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.

Using call analytics helps you quickly identify whether an issue stems from the user’s device, their local network or the wider Microsoft Teams service. It also provides the information needed for effective troubleshooting and service assurance. By using these insights, you can better understand call quality, respond efficiently to user reported issues, and decide when escalation is appropriate.

Call analytics tools available to admins

Microsoft Teams provides two primary tools to help admins understand call performance and investigate voice related issues: per user call analytics and the Call Quality Dashboard (CQD). These tools work together to give both detailed and aggregated insights across the organisation.

Per user call analytics

What you can do in per-user call analytics

Per user call analytics provides detailed insights into an individual user’s call and meeting experience. Administrators can use it to:

• Review a user’s recent call and meeting history.
• Check the quality of each call, including audio, video, and screen sharing performance.
• View device information such as headsets, microphones, speakers, and firmware versions.
• Analyse network metrics including packet loss, jitter, and round trip time.
• Identify whether issues originate from the user’s device, local network, Teams client, or PSTN path.
• Validate user reported problems and confirm whether they align with telemetry.
• Compare multiple calls to spot recurring issues for a specific user.

This makes per user call analytics especially useful for targeted troubleshooting and resolving individual support cases quickly.

For more information on using call analytics see Microsoft’s guidance on Using call analytics to troubleshoot poor call quality.

Accessing per user call analytics

1. Log into the Teams Admin Centre.
2. Go to Users then Manage Users.
3. Select a user.
4. Open Call History.
5. Select a specific call to view analytics.

Call Quality Dashboard (CQD)

What you can do in CQD

Call Quality Dashboard (CQD) provides organisation wide insights into call and meeting performance. Administrators can use it to:

• Review organisation wide call and meeting quality.
• Identify patterns across networks, locations, and devices.
• Analyse building level performance when network mapping data is provided.
• Drill into specific scenarios to understand where call quality may be affected.

For more information on using the Call Quality Dashboard, see the following Microsoft guidance:

What is Call Quality Dashboard (CQD)

Using CQD to manage call and meeting quality in Microsoft Teams

Setting up the Call Quality Dashboard

Accessing the Call Quality Dashboard (CQD)

1. Log into the Teams Admin Centre.
2. In the left-hand navigation, expand Analytics & reports.
3. Select Call Quality Dashboard.
4. CQD will open in a new browser tab, showing the built-in reports and dashboards.
5. From here, you can explore summary views or create custom queries to analyse trends, identify recurring issues, and review building level insights.