As customers start transitioning from Skype for Business to Microsoft Teams for calling and meetings, a lot of attentions have been given to understanding how Teams behave in their environment where Skype for Business has been operating previously.


Call Quality Dashboard (CQD) is the tool of choice that allows us to gain insights into the reliability and quality of calls made using Teams over a period of time, and you can also use Call Analytics for a point-in-time, call reliability and quality troubleshooting efforts. We have also published the Quality of Experience Review (QER) guidance that complements CQD by providing a comprehensive guide to leverage it to achieve and maintain high quality experiences for your end users.

Looking at the several customers’ data from the past six months, we have noticed a trend of increased audio drop failure rate in the order of extreme magnitude and unclassified audio stream counts affecting several customers that we’ve been working with, especially from the middle of November onwards.


CQD-1.pngCustomer 1 Summary Report


CQD-2.pngCustomer 2 Summary Report


Based on our investigation, the dropped calls and ‘unclassified’ calls are inactive audio sessions in a screen sharing only, two-person ad-hoc group call. There is no real user impact, but there is an artefact due to how the feature was implemented, which was the extra dropped calls and ‘unclassified’ calls.

We realize accurate telemetry is critical for our customers’ operations, therefore, we will deploy a change to exclude these sessions from the Call Quality Dashboard by February 1st, 2019, and in the coming weeks the fix will be implemented in Call Analytics as well.


(Kudos to @Siunie Sutjahjo for the collaboration to co-author this blog post)

Respected Contributor

Sounds like a good idea :)

Trusted Contributor

Agreed with @adam deltinger - a good idea moving forward.

Great job Agus and everyone involved on root-causing this and coming to quick resolution for our customers.
Occasional Contributor

Great findings guy! Do you plan to apply those new filters to exiting data or will it apply only for calls staring after 1st February



We are testing the backfill at this time to see if we can correct the historical data. TBD.
Occasional Contributor

Thanks @Aaron Steele 

Senior Member

Appreciate the transparency. Good work.