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Call Quality Diagnosis – MS Teams and Zoom


Call Quality Diagnosis – MS Teams and Zoom

Latest Version:
Updated on November 8, 2022

This content can be installed directly from the in-product library in your Nexthink Infinity platform. For details on how to access the in-product library click here.


RequirementsThis pack requires a Collaboration Experience License to function


In today's world of remote and hybrid working, effective MS Teams and Zoom collaboration is vital for any organization. Unfortunately, they are also the leading cause of employee frustrations, productivity loss, and IT support intervention.

This is because low-quality calls are extremely common. But, by the time your support teams are aware of them, it's too late - the call is done, your employees are frustrated, and a ticket is submitted.

Or, even worse, without a ticket, your support teams are not even aware of them and your employees continue to suffer in silence.


Gain an immediate understanding of audio/video quality of every MS Teams and Zoom call in your organization to proactively identify, diagnose, and fix the root cause of call quality issues.

Your Service Owners can leverage high-level summary dashboards to understand the current state of call quality in your organization, while support teams can drill down into the technical details of individual calls.

Your dashboards uniquely combines 3rd party call quality information (jitter, lag, RTT, frame rate, screensharing.. etc) from MS teams and Zoom with key performance measures (Wi-fi Strength, crashes, freezes) to simplify and accelerate troubleshooting from Nexthink.

You can view this data from your workforce's perspective with real-time, at-a-glance insight into employees with the highest number of poor-quality calls - and the reason why - to proactively resolve issues before employees can be further impacted or submit a ticket.

Key Features:

  • Combine and correlate Nexthink intelligence with 3rd party data from Zoom and Teams
  • Summary dashboard for a high-level understanding of call quality in your organization
  • Near real-time visibilty into poor call quality data to accelerate troubleshooting
  • Employee-impact dashboards to prioritize remediation across most affected devices
  • OS versioning compatibility cross-checking


  • - 08 Nov 2022 - Minor updates
  • - 08 Nov 2022 - Pack renamed
  • - 02 Nov 2022 - Initial release


Windows and macOS


V2022.8 and later