Tier 1 is the group that has the basic information about the call.

When you deploy Call Analytics within your company, you are given the option to divide groups of users with access to Call Analytics into 2 groups. We’ve made sure to address those groups in Call Analytics. Tier 1 is usually a first point of contact, and Tier 2 is an escalation group. We know many companies have different tiers of Helpdesk. Once you have found the user whom you wanted to investigate, Call Analytics provides you with a clear overview of all calls placed by this user. This is specifically focused around help desk and escalation scenarios in which a user has raised a quality concern over a call or meeting. The big difference between the two is that the CQD is the aggregate of all Audio Quality Data (AQD), showing you quality trends within your company, while Call Analytics is focused on single calls and meetings, providing a detailed analysis of the selected call or meeting for issue resolution by the helpdesk.Ĭall Analytics provides you with a very friendly interface that allows you to search for any user within your organization. Call Analytics is a great addition to our already existing quality tool, the Call Quality Dashboard (CQD). While this was already possible using PowerShell, as described by this article Troubleshoot individual calls in Skype for Business Online, with Call Analytics this is now an easy process. Call Analytics allows you to view all calls and meetings from a single user, then zoom in on single calls from that user, allowing you to view device reports, network reports, or walk through the entire quality report. In this blog, we discuss what it is, and how it can help you.Ĭall Analytics, is our visual deep-dive tool to help troubleshoot and analyze problematic calls from a simple and clear user interface. Call Analytics is the newest member in our portfolio for Skype for Business Online products, that help you manage voice quality in your deployment.

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