Skype for Business admins get tool to diagnose call problems

New features also help call centers implementing Microsoft's communications service

IT administrators who manage a fleet of Skype for Business users will have an easier time of diagnosing and fixing problems that may arise for them. Microsoft unveiled the beta of a new Call Analytics Dashboard on Monday, which is supposed to provide admins with a diagnosis of issues that users are having on a call.

There are several different issues that could arise and cause a degradation in call quality, which is why these analytics are helpful. If a user complains about a call only working intermittently, it can be hard to diagnose whether that’s an issue with their network connection, headset, Microsoft’s infrastructure, or something else.

Companies may be more likely to migrate from their legacy communications infrastructure to Skype for Business with the existence of the new dashboard, since understanding issues that crop up can help with the transition.

That dashboard is one of a handful of Skype for Business features Microsoft announced Monday, as part of the Enterprise Connect unified communications conference.

The company also added two new capabilities aimed at serving call centers. Auto Attendant lets businesses set up a system of menus that callers can navigate using their phone keypad. (Think: “For warranty claims, press 1.”)

Call Queues are built for environments like customer service hotlines where there are groups of Skype for Business users who could all answer the same incoming call. Callers are placed into a queue based on when they dialed in, and are automatically routed to the next available employee.

Both of those features are only available for companies using Skype for Business’s Cloud PBX feature, which is included in Microsoft’s premium Office 365 E5 subscription.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Blair Hanley Frank

IDG News Service
Show Comments

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?