Skype for Business - Configuring Call Analytics
Following up from my last post discussing how to troubleshoot audio calls using Call Analytics, this time I'm going to focus on some of the configuration options available. In order to access the Settings and Sites options in Call Analytics, you must be a Global Administrator or Skype for Business Tenant Administrator.
Settings has one sub-menu for Permissions, which allows for role-based access control (sorely missing from the Skype for Business admin center). There are two tiers of support that uses security or Office 365 groups for membership. Tier 1 is for help desk or first line support. They will have access to call quality reports but only limited details about the user calls. Tier 2 has additional access for more in depth troubleshooting and analysis, including all session information. Skype for Business admins automatically have Tier 2 access. More than one security or Office 365 group can be added to each tier.
When accessing Call Analytics, Tier 1 agents will only have access to the User Search within the portal. When searching a user's call history, Tier 1 will see other participants labeled as External User or Internal User. This prevents the agents from viewing who was in a potentially sensitive meeting. In addition, a Tier 1 agent will only see basic information about the call and not the extended Advanced or Debug menus. Here is an example of what a Tier 1 agent would see taking note of Internal User and External User instead of the person's name:
A Tier 2 agent will see the participants' names are and have access to additional menus for Advanced and Debug information for the call. Here is an example of what a Tier 2 agent would see for the same calls from above (domain has been blocked out):
The only name that will appear to the agent is the one he or she searched for. This includes peer-to-peer Skype calls as well as conference participants. The last three digits of a dialed telephone number will always be masked for Tier 1 & Tier 2 agents. Tier 1 & Tier 2 agents will also only see the option for User Search and not have access to Settings or Sites.
The next menu is for Sites. This allows associating the IP addresses to physical locations within your managed network. This can be valuable while troubleshooting as the call details will list the network location for the user if there is a match. This can help first line support troubleshoot issues, such as if there was a known network issue in a particular site or floor at the time of the call. The same building data file used in the Call Quality Dashboard (CQD) can be used here as well. The import will verify your file and show the number of sites and subnets it imported. Here is a brief example of my building file and it being successfully imported. Note that the building file does not have column headers, so you'll need to refer to this article for the order of the data.
Once imported, if there is a match between an IP address and the uploaded site data, the location will be displayed below the participant's name when viewing an audio session. In this case both participants were in "HQ":
It appears that uploading building and network information does not retroactively update previous calls, so only new calls going forward will have the location information. This is why the first task before deploying Skype for Business Online should be to map subnets to buildings and locations and upload to Call Analytics as well as Call Quality Dashboard.
For now, these are the available configurations, but I expect more to be available once the new Skype and Teams admin portal is released.