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Voice and video Insights

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This document introduces the Voice and Video section of your Insights dashboard.

Overview

In each Communications Resource, we provide an Insights feature that acts as a dashboard for all your calls in that resource. The Voice and Video section of the dashboard gives high level summaries of your call usage, reliability, and quality for that calling resource.

There are two main tools you can use to monitor your calls and improve call quality.

  1. Voice and Video Insights dashboards
  2. Call Diagnostics

We recommend using the Voice and Video Insights dashboards to start any quality investigations, and using Call Diagnostics as needed to explore individual calls when you need granular detail.

Enable Voice and Video Insights

You need to start storing call logs to start using the Voice and Video Insights dashboards.

Important

You must collect logs to use the dashboard. To enable Voice and Video Insights see: How do I set up Voice and Video Insights?

Azure doesn't store your call log data unless you enable these specific Diagnostic Settings. Your call data is not retroactively available. You accumulate data once you set up the Diagnostic Settings.

Accessing Voice and Video Insights

Inside your Azure Communication Services resource, scroll down on the left navigation bar to the Monitor category and select the Insights tab:

Screenshot of the Insights navigation icon.

Volume

The Volume tab plots key usage metrics, such as call and participant volume, you can use the filters to focus your reviews and time frames.

This tab focuses on the composition and volume of your calls over time. You can see average call duration in a period or focus on top users by average call duration. We provide more information with breakdowns by SDK version, Teams interoperability, participant types, call type, endpoint type, and OS version.

Quality

The Quality tab under Voice and video allows users to inspect the quality distribution of calls, where quality is defined at three levels for this dashboard:

  • The proportion of poor-quality media streams (Stream quality plot), where a stream’s quality is classified as Poor when it has at least one unhealthy value, unhealthy ranges are defined as:

    • Jitter > 30 milliseconds
    • Packet loss rate > 10%
    • Round trip time > 500 milliseconds

  • The proportion of Impacted calls, where an impacted call is defined as a call that has at least one poor quality stream

  • Participant end reasons, which keep track of the reason why a participant left a call. End reasons are SIP codes, which are numeric codes that describe the specific status of a signaling request. SIP codes can be grouped into six categories: Success, Client Failure, Server Failure, Global Failure, Redirection, and Provisional. The distribution of SIP code categories is shown in the pie chart on the left hand side, while a list of the specific SIP codes for participant end reasons is provided on the right hand side

Quality can also be filtered by the types of media streams (Media Type parameter) used in the call, for example, to only get the impacted calls in terms of video stream quality:

And can also be filtered by endpoint types (Endpoint Type parameter), for example, getting the participant end reasons for PSTN participants. These filters allow for multiple selections:

More information about workbooks

For an in-depth description of workbooks, refer to the Azure Monitor Workbooks documentation.

Editing dashboards

The Insights dashboards we provide can be customized to better suit your needs by clicking on the Edit button on the top navigation bar:

Screenshot of dashboard editing process.

Editing these dashboards creates a separate workbook that can be accessed from your resource’s Workbooks tab:

Screenshot of the workbooks tab.

For an in-depth description of workbooks, refer to the Azure Monitor Workbooks documentation.

Frequently asked questions

How do I set up Voice and Video Insights?

Since the Voice and Video insights dashboard is powered by Azure Monitor Workbooks, you need to store call logs for it to visualize anything. The following section explains this requirement.

Collect Call Logs

The Insights Dashboards uses Azure Monitor Workbooks which displays call log data from Azure Communication Services. These call logs aren't stored in your Azure account by default so you need to begin storing them for the dashboard to work. To collect these call logs, you need to enable a diagnostic setting that directs the call data to a Log Analytics workspace.

Data isn’t stored retroactively, so you begin capturing call logs only after configuring the diagnostic setting.

Follow instructions to add diagnostic settings for your resource in Enable logs via Diagnostic Settings in Azure Monitor. We recommend that you initially collect all logs. After you understand the capabilities in Azure Monitor, determine which logs you want to retain and for how long. When you add your diagnostic setting, you're prompted to select logs. To collect all logs, select allLogs.

Your data volume, retention, and usage in Log Analytics within Azure Monitor is billed through existing Azure data meters. We recommend that you monitor your data usage and retention policies for cost considerations as needed. For more information, see Controlling costs.

If you have multiple Azure Communications Services resource IDs, you must enable these settings for each resource ID. When you view Voice and Video Insights, it shows you details for the resourceID you're viewing.

Next steps