Monitor and troubleshoot Teams meetings and calls from the Teams admin center

This article describes how to use the meeting troubleshooting experience in the Microsoft Teams admin center to diagnose and resolve meeting and call quality issues for individual users and meetings across your organization. You'll learn how to navigate meeting and call details, investigate meeting and participant details, and use telemetry data to identify root causes and take remediation actions.

Applies to: Conferences (including Events - Live events, Town halls, Webinars) and Calls - across Windows, Mac, Android, iOS, and Web

Available in: Worldwide (Public), GCC

Prerequisites

Before you begin, ensure the following:

• You have one of the supported admin roles assigned in Microsoft Entra ID. For a full list of supported roles, see Use Microsoft Teams administrator roles to manage Teams.
• If your organization uses Administrative Units (AUs), your AU assignment determines which users' meetings you can access.
• Partner admins using Granular Delegated Admin Privileges (GDAP) must be assigned the Teams Communications Support Specialist (TCSS) or Teams Communications Support Engineer (TCSE) role in the customer tenant.
• Users whose meetings you want to investigate must be using Microsoft Teams.

Overview

The meeting troubleshooting experience in the Teams admin center provides three interconnected views that allow you to move from a broad, cumulative perspective for a user down to the session-level details:

• User view - Shows a user's meeting history alongside weekly quality and activity trends. The view includes the In-progress meetings list (earlier these meetings showed up as "Recent meetings") and the Completed meetings list (earlier these meetings showed up as both "Recent meetings" and "Past meetings" depending on user license and elapsed time.)
• Meeting view - Shows the details of a specific meeting, including participant summaries, issue trends, and suggested root cause analysis.
• Participant view - Shows session-level telemetry and diagnostics for a specific participant in a meeting. If a participant joins the meeting from multiple sessions, the experience brings all the sessions within the same view.

You can navigate between these views to progressively narrow your investigation from the meeting level to a specific user session.

Find a meeting you want to troubleshoot

1. Sign in to the Teams admin center.

2. In the left navigation, select Manage users. Select the user whose meetings you want to troubleshoot.

   Note

   If you manage a subset of users through Administrative Units, you'll only be able to find users that are part of your scope.

3. Select the Meetings & calls tab, and then select an ongoing meeting from the In-progress meetings list or a completed meeting or call from the Completed meetings list.

   

In-progress meetings

The In-progress meetings table lists all meetings currently taking place across your tenant. Use this table to identify and respond to active quality issues in real time.

Supported activity types: Meetings, Events (Live events, Webinars, Town halls)

Each meeting is represented by a row that shows:

• Meeting information - including ID, start time, user join time, activity type, participant count, and user status in the meeting
• Meeting issues - count of potential issues related to the audio, video, and screen sharing experience of the user, including those cause by call drops, call failures, or device-related issues.

Completed meetings

The Completed meetings table lists meetings that have ended and for which telemetry has been processed. Once the meeting has ended, it might take from 30 minutes to 2 hours for the telemetry to be processed.

Supported activity types: Conference (Meetings, Live events, Town halls, Webinars), Calls (P2P, PSTN)

The following information is available:

• A summary of meetings and calls for the user - The ratio of meetings with and without issues in the last 7 and 30 days
• Weekly activity summary

Each meeting is represented by a row that shows:

• Meeting information - including ID, start time, user join time, activity type, participant count, and user status in the meeting
• Meeting issues - count of issues related to the audio, video, and screen sharing experience of the user, including issues caused by call drops, call failures, or device-related issues.

To find specific completed meetings:

• Use Search to find meetings by their ID or Meeting Code.
• Use the Sort controls to sort the meeting list by any available column.
• Use the Filter options to narrow results by one or more of the following:
  • Issues types - Audio, Video, Screenshare
  • Activity type - Call or Conference
  • Date

Select a meeting ID or participant count to navigate to the Meeting details page. Select View participant telemetry to navigate to the Participant details page for the user.

To export completed meeting data:

1. Select Export from the completed meetings list.
2. The data for all completed meetings in the 30-day period is downloaded as a CSV file.

Investigate a meeting

Use Copilot: Select any meeting in the Completed meetings table, and then select the Troubleshoot table action. Copilot opens in a chat window within the Teams admin center with a prefilled prompt. Just run the prompt and Copilot provides a detailed analysis of the user's experience in the meeting. This option is only available if at least one user in your organization has a Copilot license.

Otherwise, select any meeting for a user to open the Meeting details page. This page provides a detailed breakdown of everything that occurred during the meeting and is organized into three sections.

While the meeting is in progress, the information updates every minute. You can use the graph to move across different time windows in a meeting.

Meeting information

This section provides general details about the meeting, including:

• Meeting ID and code
• Meeting start time and duration
• Number of participants
• Meeting organizer
• Activity type

Issues

This section lists all quality and reliability issues occurring/occurred during the meeting. For each issue, you can view:

• The issue type and description - The issues are categorized as per the experience they affect - Audio, Video, and Screenshare. Reliability and device issues like call drops, call failures, and system issues are categorized as Other.
• The participants affected
• Possible root cause and recommended actions to help resolve or mitigate the issue

While the meeting is in progress, the issues are aggregated for the selected 10-minute time window. Issues identified while a meeting is in progress are based on target values for each telemetry metric. Since these values are general targets based on expected performance, the existence of an issue doesn't necessarily mean the user experienced degraded media quality.

Once a meeting is complete and the telemetry is aggregated, media quality is judged using intelligent media classifiers. These classifiers are a set of machine learning models trained on Teams call telemetry to accurately identify if users experienced noticeable media degradation and help pinpoint specific problem areas in stream quality.

Root cause areas

Each issue is categorized into a root cause area that helps identify why the issue occurred and provides recommendations based on the underlying telemetry to help mitigate the problem:

Participants

This section lists all participants in the meeting. Each participant entry shows a summary of any issues they experienced and details of their meeting. Select a participant to open the Participant details page for more detailed diagnostics.

Investigate the meeting quality of a specific participant

The Participant details page gives you diagnostic information for a single participant in a meeting. It's divided into information that applies across all of a participant's sessions and information that's specific to each individual session.

Use Copilot: Select any of the available Copilot prompt options to investigate the meeting quality of the participant in the meeting, or analyze the trends across the organization. This option is only available if at least one user in your organization has a Copilot license.

Participant information

The following information is shown at the participant level and reflects aggregated data across all their sessions in the meeting:

• Username and license type
• Device used
• Location based on public IP
• First join time and last leave time
• Total duration in the meeting
• Participant status

Participant issues

This section lists all quality and reliability issues that the user faced during the meeting. For each issue, you can view:

• The issue type and description - The issues are categorized as per the experience they affect - Audio, Video, and Screenshare. Reliability and device issues like call drops, call failures, and system issues are categorized as Other.
• Possible root cause and recommended actions to help resolve or mitigate the issue

While the meeting is in progress, the issues are aggregated for the selected 10-minute time window.

Session-level telemetry

You can view the telemetry for each session that the user has in the meeting. If a participant joined the meeting from multiple devices or reconnected during the meeting, each session is listed separately.

Detailed real-time telemetry is available for meetings in progress. Once the meeting is complete, telemetry is aggregated into average and maximum values.

Individual telemetry values are highlighted in red if they are outside the expected range. A value being highlighted doesn't necessarily mean the user experienced poor quality, but can help identify potential risks worth additional investigation.

Each session can contain the following information, but the values will vary depending on the type of media and devices used in the session:

Audio (Inbound)

Audio (Outbound)

Video

Screensharing (Inbound)

Screensharing (Outbound)

Network

System

Export

You can additionally download advanced telemetry for a completed meeting for further analysis.

Further reading

• Call Quality Dashboard

Related articles

• Set up CQD

• Manage call and meeting quality in Teams

• Teams troubleshooting

• Best practice configurations dashboard for Microsoft Teams meetings