---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Monitor Microsoft Teams call quality

# Monitor Microsoft Teams call quality {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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](https://servicenow-prod.fluidtopics.net/0bxGiXx8C5iRpxJqww7R~A "Enable application monitoring to gain insights into performance metrics, diagnose issues, and promote optimal functionality, enhancing performance and proactively addressing potential bottlenecks or failures.").
* Set up DEX for Microsoft 365 application. For more information, see [Configuring DEX for Microsoft 365](https://servicenow-prod.fluidtopics.net/qXb~3H0H9vijcrvVyjwlTw "DEX for Microsoft 365 gets installed automatically when you install Digital End-User Experience.").
{#monitor-teams-call-quality__ul_op3_ydc_cfc}

## 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 WorkspacesService Operations Workspace.
2. In the primary navigation pane, select the Applications icon (![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.{#monitor-teams-call-quality__table_nrm_shz_nfc__entry__2}

     | 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. |
     [ ]

     {#monitor-teams-call-quality__table_nrm_shz_nfc}
   {#monitor-teams-call-quality__ul_sdq_vpp_mfc}
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.
   {#monitor-teams-call-quality__ul_b55_mqp_mfc}
{#monitor-teams-call-quality__steps_k45_hpp_mfc}

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