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As a Microsoft Teams admin, you can use per-user call analytics to troubleshoot Teams call quality and connection problems for individual users. To take full advantage of call analytics, set up the following:
Assign specialized support roles to people, such as helpdesk agents, to let them view call analytics for users. These support roles can't access the rest of the Teams admin center.
Add building, site, and tenant information to per-user call analytics by uploading a .tsv or .csv data file.
When you're ready to start using per-user call analytics, read Use per-user call analytics to troubleshoot poor call quality.
Give permission to support and helpdesk staff
As the Teams admin, you have full access to call analytics information for all users. We've created some specialized Microsoft Entra roles that you can assign to support staff and helpdesk agents so they can also access per-user call analytics (without having access to the rest of the Teams admin center). Assign the Teams communications support specialist role to users who should have a limited view of per-user call analytics (Tier 1 support). Assign the Teams communications support engineer role to users who need full access to per-user call analytics (Tier 2 support). Neither role has access to the rest of the Teams admin center.
To learn what each of these roles does, read What does each Teams Support role do?
For more information about Teams admin roles, see Use Teams admin roles to manage Teams. To learn how to assign admin roles in Microsoft Entra ID, see View and assign roles in Microsoft Entra ID.
To learn how to assign administrative roles in Microsoft Entra ID, see View and assign roles in Microsoft Entra ID.
Upload a .tsv or .csv file to add building, site, and tenant information
You can add building, site, and tenant information to per-user call analytics by uploading a .csv or .tsv file. With this information, call analytics can map IP addresses to physical locations. Admins and helpdesk agents can use this information to help spot trends in call problems. For example, why are users in the same building having similar call quality problems?
You can view and manage your building files with the Building and endpoint data page in Teams admin center.
Related topics
Use per-user call analytics to troubleshoot poor call quality