New Microsoft Teams Usage Report

 

Microsoft is enhancing the Teams Usage Report to give better visibility of their environment.

1. Teams Client Usage Report includes the classic and new team utilization for Windows and Mac users.
2. External Federated domain activity reports by domain and how many users are communicating. However, it doesn't give you the user details.
3. Inactive Teams Report gives insights into the data governance to plan to clean up unused Teams Group and corresponding SharePoint sites.

Now, these reports can export the data in CSV format. We hope Microsoft will release the API endpoints sooner to export these data programmatically.

Teams Real-Time monitoring

 

Microsoft Teams is a powerful collaboration platform that enables users to communicate and work together seamlessly. However, sometimes meeting quality can suffer due to various factors such as network issues, device problems, or user errors.

One of the new features that Microsoft Teams offers is Real-Time Monitoring (RTM), released in Nov'2021 - which allows admins to access real-time call quality analytics for scheduled meetings and Meet Now sessions. 

RTM is a dashboard that shows detailed information about each participant's device, network, audio, video, and content sharing performance during a meeting. Admins can use this data to identify and resolve any issues that may affect meeting quality.

What are the benefits of Real-Time-Monitoring (RTM)?

RTM is a valuable tool for admins and support teams who need to ensure meeting quality for their users. 

• It provides real-time visibility into meeting performance for internal users and Teams devices such as Teams Rooms, Surface Hub, Teams Display, and Collaboration Bar. For privacy reasons, you cannot see real-time telemetry data for external or guest users.

• It allows admins to join scheduled meetings remotely and see the same data as the participants, without affecting the meeting experience or consuming additional resources.

• It helps admins to diagnose and resolve issues such as poor audio quality, video freezing, content sharing lagging, or network instability during a meeting.

• It supports proactive troubleshooting by alerting admins of any potential issues before they impact meeting quality.

• It enables admins to provide feedback and guidance to users on how to improve their meeting experience, such as changing their device settings, network connection, or meeting environment.
• It supports various client platforms and devices. You can see real-time telemetry data for participants using desktop clients (Windows, Mac, Linux), web clients (Edge, Chrome), mobile clients (iOS, Android), and Teams devices (Teams Rooms, Surface Hub, Teams Display, Collaboration Bar). 

How to access RTM?

RTM is available for admins who have one of the following roles: Teams Administrator, Teams Communications Support Specialist, or Teams Communications Support Engineer. 

To access RTM, follow these steps:

• Go to the Teams admin center (https://admin.teams.microsoft.com).

• Under Users > Manage users, select a user and open the Meetings & calls tab on the user's profile page.

• Under Recent meetings, you will see a list of meetings that the user has attended within the past 24 hours for which real-time telemetry is available, including any in-progress meetings. If the meeting is not in progress or does not have real-time telemetry data, it will show up in Past meetings.

• To see additional information about participants of a meeting that is in progress, find the meeting in Recent meetings and select the link under the Participants column to subscribe to the data.

• To see the telemetry for all the users for an in-progress meeting, select the Meeting ID.

Note: For a meeting to show up under Recent Meetings, a Teams admin must have clicked on the meeting in RTM while the meeting was in progress to begin the flow of real-time client telemetry. It's not subscribed to the RTM data by default.

What are the metrics and measures available in RTM?

RTM shows various metrics and measures that indicate the performance and quality of each participant's device, network, audio, video, and content sharing during a meeting.

• Device information: This includes the user name (for internal users only), IP address, regional location (based on IP address), device model and manufacturer (for supported devices), operating system version (for supported devices), and connectivity type (wired, WiFi, or WWAN).

• Network metrics: This includes jitter (the variation in delay between packets), packet loss (the percentage of packets that are lost or discarded), round trip time (the time it takes for a packet to travel from sender to receiver and back), bandwidth (the amount of data that can be transmitted per unit of time), and network MOS (mean opinion score).

• Audio metrics: This includes audio bitrate (the amount of data used to encode audio per unit of time), audio packet loss rate (the percentage of audio packets that are lost or discarded), audio jitter buffer (the buffer that compensates for jitter by delaying audio playback), audio concealment ratio (The percentage of all call seconds that had concealment events due to lost data. )

• Video metrics: This includes Round Trip Time (The time it takes for a packet to travel from sender to receiver and back), Bitrate (The amount of data used to encode video per unit of time), Frame Rate (The number of frames per second of video the client is sending), Loss Recovery Attempt Rate (The number of times requested from the network loss causing the video to freeze), Video Source Freeze Count (No.of time source camera didn't generate new frames), Bandwidth (the amount of data that can be transmitted per unit of time).

• Application Sharing -You can check the content sharing inbound/outbound network details that include Bitrates, Packet Loss, Frame Rate, Harmonic Frame Rate, Normalized Freeze Duration (Freezing that is observed on the receiving side), Audio/Video Sync.

CPU and System Battery - These are the new metrics and measurements that Microsoft recently included on the RTM.  System CPU Usage - (Indicates whether the system resources are high relative to Teams app then it indicates system performance issues), Teams App CPU usage ( Amount of CPU used by Teams app during the call), Battery level ( Indicates whether the system on the charge or remaining battery in the system).

Limitations- 

• PSTN, 1:1 Calls, and Group calls are not supported in RTM.

• Teams CVI (Cloud Video Interop) Calls. e.g Poly, Bluejeans 

• Cisco WebEx Room device joining via WebRTC (Hybrid Calendaring).

• Real-time telemetry is only available for presenters of scheduled live event. It's currently not available for live event attendees.

• Real-time telemetry data is available for a meeting under Recent meetings for 24 hours after the meeting has ended. After 24 hours, you can't access the data and the meeting moves to Past meetings. If a meeting is longer than 3 hours, real-time telemetry will only be available for the last 3 hours.
• Telemetry isn't available in real-time when using older versions of Teams. 
• It will show the RTM data only from when you started the subscription. e,g if there is an ongoing call and somebody reports an issue, you want to see the old RTM details, it will not show.

Integrate ServiceNow with Microsoft 365 Service Health to Generate the alert/Create automatic Incidents for reach issues reported in M365.

Have you integrated Microsoft 365 support flow with ServiceNow then you have some good news! Service Now released a new app, version 2.1, which has new options to create an incident in ServiceNow based on the alert/incidents/health report generated on Microsoft 365.

Whenever there is an update to Microsoft Service Health Incident, it will also post the same update on the Incident Notes. You can also choose to close the ServiceNow tickets once the Microsoft incident is closed.

Map Microsoft and ServiceNow table mapping -

You need to map the Microsoft incident table with ServiceNow listed below,

Service Now Setup -

Log in to the ServiceNow instance as admin, select settings, and navigate to Microsoft 365 Support and select Service Health.

There are two option that improves the usage of the integration,

• Enable automatic incident creation for each Microsoft service health incident.
• Automatically resolve the incident when the Microsoft Service health incident is resolved.

You can also configure the specific ServiceNow Incident assignment group, so every time when there is an incident it will be sent to that group. 

When there is Service Health Reported it will create an incident and post the status message in the ServicwNow notes section.

Unhealthy Teams Room Peripherals Event Alert

The Microsoft Teams Rooms app has a process that checks the health of connected hardware peripherals (front room display, microphone, speaker, camera) every 5 minutes. If one or more of the peripherals are unhealthy, it writes EventID 3001 into the event log.

<DataItem type="System.XmlData" time="2022-12-21T09:43:40.4121445+08:00" sourceHealthServiceId="9D4A3E01-3B3C-EBC0-6AB6-0675EA4E59F1"><EventData xmlns="http://schemas.microsoft.com/win/2004/08/events/event"><Data>{"Description":"Conference Microphone status : Unhealthy. Conference Speaker status : Unhealthy. Default Speaker status : Unhealthy. Camera status : Unhealthy. Front of Room Display status : Unhealthy. Motion Sensor status : Healthy. HDMI Ingest status : Healthy. Content Camera status : Healthy. ","ResourceState":"Unhealthy","OperationName":"HardwareCheckEngine","OperationResult":"Fail","OS":"Windows 10","OSVersion":"10.0.19042.631","Alias":"APSGPAuckland1@domain.com","DisplayName":"AP-SGP-RR10-B TV-Auckland(4)","AppVersion":"4.12.138.0","IPv4Address":"10.10..4","IPv6Address":"","IPv4Address2":"172.29.144.1"}</Data></EventData></DataItem>

Unhealthy Front Room Display -

Microsoft Teams Room on Windows counts Room Console as an addition to the Front Room Display e.g if you have a single monitor room the total display would be 2 (1 - front room display, 2 - room console). If either of one system is not properly signaling the Teams Room app will trigger Event-ID- 3001 on the Skype Room System event log.

Find the event log under "Application and Services Log > Skype Room System"

Troubleshooting -

1. check the HDMI cable connection -make sure the HDMI cable is properly connected to the monitor and display port on the Teams Room compute module.

2. Check whether your TV monitor supports CEC, if not install an EDID adaptor, so the display will automatically wake up when the Teams Room device wakes up and sends a video signal.

3. check whether the room console is disconnected. Cable issues can cause a disconnection between the touchscreen console and the compute module.

4. last, but least check display is powered on.

Unhealthy Audio peripherals (Microphone, Conference speaker, default speaker) -

When you have unhealthy audio peripherals in the room users might experience below issues,

• Remote participants can't hear in-room participants.
• In-room participants can't hear remote participants.
• In-room participants can't hear the ringtone for incoming calls.
• Audio from an HDMI ingest source, such as a laptop, can't be heard from room speakers.

Troubleshooting -

1. Check check the USB cable whether it's unplugged, faulty, or inconsistent. If need replaces the cables.

2. if the peripheral firmware was recently updated, but didn't reboot. pls, try rebooting the device/bar. sometimes the firmware was not properly finished the upgrade which would cause the device to be in an unusable state. If that's the case, pls reset the device to bring it back online.

3. check if you are using any USB extender for audio and video equipment (if possible avoid using the extenders) check the extender supports the peripherals to meet its requirements.

4. Sometimes the device might work with no issues, but you see the Event-ID 3001 is triggered on the logs. Log in to the console with admin credentials and validate the peripheral health status. If you see an error similar to below, unselect the device and select the correct one, click "Save and exit".

When you log in back to the device again, you will find the alerts are cleared and the same is posted on the Event Log as well.

Unhealthy Camera-

If you see an unhealthy camera status in the log, users might be experiencing the below issues during the Teams meeting

• The camera icon on the room console is unavailable.
• The video of in-room participants is unavailable to remote participants.
• The tile that shows a preview of the room's camera isn't presented in the Front of Room display.

Troubleshooting -

1. make sure the camera is powered on and connected.

2. check whether the camera USB cable is connected to the wrong port (content camera). check the vendor specification for more details.

3. check if you are using any USB extender for audio and video equipment (if possible avoid using the extenders) check the extender supports the peripherals to meet its requirements.

4. if the peripheral firmware was recently updated, but didn't reboot. pls, try rebooting the device/bar. sometimes the firmware was not properly finished the upgrade which would cause the device to be in an unusable state. If that's the case, pls reset the device to bring it back online.

Teams Rooms devices can't fetch the calendar: -

Sometimes, you may see a "cannot fetch calendar" error after you logged in to the Teams Room device.

<EventData xmlns="http://schemas.microsoft.com/win/2004/08/events/event"><Data>{"Description":"Network status : Healthy. Exchange status : 80131500 : AADSTS50155. Signin status: NotApplicable. Teams Signin status: Healthy.","ResourceState":"Unhealthy","OperationName":"Heartbeat","OperationResult":"Fail","OS":"Windows 10","OSVersion":"10.0.19044.2364","Alias":"Foster-CR-","DisplayName":"NA -Foster-CR-Room (6)","AppVersion":"4.14.24.0","IPv4Address":"192.168.1.110","IPv6Address":"","IPv4Address2":"172.19.0.1"}</Data></EventData></DataItem>

Troubleshooting -

1. Check have modern authentication is enabled on the device.

2. make sure the mailbox is set up properly.

3. Is your MTR device Hybrid domain join or Azure AD join? Pls, validate whether you have any exchange connectivity issues from the device.

[ExchangeCalendarManager.cs:155:Start] Valid endpoint found in app settings Email "Email address" Endpoint=https://outlook.office365.com/EWS/Exchange.asmx, IsOauthEnabled=True, Authority=https://login.windows.net/common/oauth2/authorize<;/O_TRC>284074 231C.2BF4,08/10/2022-06:29:53.314,,TL_INFO,Microsoft::SkypeTeam::NativeUtils::WPPTracer::Trace[WPPTracer_cpp28]<O_TRC><ADR>0x0000000000000000</ADR>[ExchangeCalendarManager.cs:199:InitializeTokenManagerAsync] Initializing IAADTokenManager</O_TRC>284090 231C.2AFC,08/10/2022-06:29:53.314,,TL_INFO,Microsoft::SkypeTeam::NativeUtils::WPPTracer::Trace[WPPTracer_cpp28]<O_TRC><ADR>0x0000000000000000</ADR>[ExchangeCalendarManager.cs:232:TokenManager_PropertyChanged] FailureCount=20</O_TRC>284126 231C.2AFC,08/10/2022-<O_TRC><ADR>0x0000000000000000</ADR>[BaseModel.cs:37:NotifyPropertyChanged] Notify property change for <Microsoft.SkypeTeam.Model.ExchangeCalendarManager>:<Error></O_TRC>284144 231C.2BF4,08/10/2022-06:30:23.365,,TL_ERROR,Microsoft::SkypeTeam::NativeUtils::WPPTracer::Trace[WPPTracer_cpp22]<O_TRC><ADR>0x0000000000000000</ADR>[CalendarStatusAndErrorProvider.cs:28:ErrorString] Cannot fetch calendar</O_TRC>284145 231C.2BF4,08/10/2022-06:30:23.365,,TL_INFO,Microsoft::SkypeTeam::NativeUtils::WPPTracer::Trace[WPPTracer_cpp28]<O_TRC><ADR>0x0000000000000000</ADR>[HomeScreenErrorControlViewModel.cs:103:UpdateStatusAndErrorString] StatusString changed to  and ErrorString changed to Cannot fetch calendar</O_TRC>

4. Check the Azure Sign-In logs for the room account to validate if any Azure Conditional Access policy blocking the Exchange sign-in.

Teams Rooms devices cannot sign in to the Teams app: -

• The room console shows a banner at the top that indicates that the sign-in fails.
• Scheduled meetings aren't listed on the room console. This usually indicates an Exchange sign-in failure.
• The room's display name is missing.
• Although scheduled meetings are listed on the room console, the Join button is unavailable and you can't start an unscheduled meeting. This usually indicates a Teams sign-in failure.

Troubleshooting -

Teams room system will check in every 5 minutes whether it's signed into Teams and whether it has exchange connectivity. if the system found there is an issue, it will create event-id 2001 on event logs.

<EventData xmlns="http://schemas.microsoft.com/win/2004/08/events/event"><Data>{"Description":"Network status : Healthy. Exchange status : 80131500 : AADSTS50155. Signin status: NotApplicable. Teams Signin status: Unhealthy.","ResourceState":"Unhealthy","OperationName":"Heartbeat","OperationResult":"Fail","OS":"Windows 10","OSVersion":"10.0.19044.2364","Alias":"Foster-CR-","DisplayName":"NA -Foster-CR-Room (6)","AppVersion":"4.14.24.0","IPv4Address":"192.168.1.110","IPv6Address":"","IPv4Address2":"172.19.0.1"}</Data></EventData></DataItem>

1.  Check the resource account is enabled for MFA. MFA is not supported on the Teams Rom Accounts. If you have one configured make sure MFA is disabled for resource accounts.

2. are you using a proxy for internet access, make sure the URLs are bypassed for authentication. check you have a proxy exclusion list configured for your domain.

3. Check the Azure Sign-in logs to confirm whether the conditional access policy is blocking.

4. check to make sure the resource AD account is enabled (if it's on-prem identity) or sign-in is not blocked (if it's a cloud account). make sure the account password is not expired (it's recommended to configure the Teams Room Resource account to password never expired).

5. verify that you are using the correct credentials (check if you can log in to https://office.com).

6. Make sure the Teams Room account is (Basic or Pro) licensed.

7. last but not least, check you have proper network is configured.

Analyze your Teams Direct Routing/Operator Connect PSTN calling details using PowerBI

Microsoft Teams stores Direct Routing, Calling Plans, Operator Connect, and Audio Conference Dial-Out call details. The report is stored for 7, and 28, or you can use custom dates to filter the data that you are looking for.

Today, there is no easy way to analyze these reports in TAC. However, you can download the report in CSV format and upload it to PowerBI to get a better analysis report.

Login to Microsoft Teams Admin Center and navigate to "Analytics and Reports" and select "Reports". In the report section select "PSTN and SMS Usage Report" / Audio Conferencing dial-out usage, generate the report, and export the report to CSV format.

Once you download the CSV file you can upload it to "PowerBI"

Once you uploaded the data, you can validate/confirm the dataset and required tables are available.

Select the bar chat for visualization and select "DestinationContext" on the y-axis and "Total Call Duration" on the x-axis (sum the total duration value).

Create similar visualization for different datasets e.g total call type by user location.

Audio Conferencing Dial-Out Usage report: -

Direct Routing Usage report: -

Operator Connect/Microsoft Calling Usage report: -

Microsoft Teams Auto Attendant and Call Queue Reporting - Enhanced Report V3.0.4 released

Microsoft released Teams Auto Attendant and Call Queue Reporting PowerBI - Enhanced Report V3.0.4 with Corrected errors, improved call classification, data pipeline and added new legends to the report.

You can download the last version - Download Power BI Query Template For Teams Voice Applications (Auto Attendant and Call Queue) from Official Microsoft Download Center

This PowerBI template provides 3 different reports for Auto Attendant, Call Queue and Call Queue Agents Timeline,

• The Auto Attendant report shows analytics for calls coming into your auto attendants.
• The Call Queue report shows analytics for calls coming into your call queues.
• The Agent Timeline report shows a timeline view of agents being active in call queue calls.

CQD PowerBI Connector Installation

Assume you've already installed Power BI Desktop on your computer and that your account has the necessary permissions to access the CQD data pipeline.

Once you downloaded the PowerBI template, Open Teams Auto Attendant & Call Queue Historical Reports V3.0.4.pbit template file.

You'll be prompted to select the Data Source. Select the api.interfaces.records.teams.microsoft.com entry.

You'll be prompted to sign in with an account. Select Organizational account tab and then select Sign in.

How the data pipeline works?

Earlier versions used Call Quality Dashboard access to view the historical calls report and doesn't use the Call Quality Dashboard (CQD) data pipeline. 

If you need to give access to non-IT user you need to assign one of these permissions.

With V3.0.4 Microsoft using Voice Applications Analytics Collector (VAAC) service to report Auto Attendant, Call Queue and Agent Timeline reports.

Auto Attendant :-

This report will provide statistics on incoming call type (internal vs external), Avg.Calls in AA and Avg.user action and final call results e.g Call Disconnected, No user action, No operator, Disconnected with user action, call transfered to external/call queue etc..

Now even go deeper for user action to reach internal user either using DTMF/Voice on the directory search.

Call Queue: -

This report will provide statistics on incoming call type (internal vs external), how long user was on the queue before agent was answer the call or abandoned, Final call results, Call overflow etc..

Agent Timeline: -

There is not much changed on this report compare to earlier versions.