Health and usage reports
The reporting node contains data for the health and usage of your Microsoft Teams Rooms in the Pro Management portal. The Overview tab surfaces tenant-wide health trends of your rooms. The Health tab displays a list of rooms with their corresponding health data. Room usage based on calendar information and call quality data is visible under the Usage tab.
Export tickets
The ticket export feature lets you export all active and closed ticket history information within a select date range. Exporting tickets lets you easily access and analyze your ticket history data for better decision making.
Under the Overview report, the Export tickets button provides ticket history details that include the following fields: creation date, device name, incident type, ticket state, ticket, last update, history, last resolved date, message/notes conversations, closure summary, closed by, and last closed date.
The data is generated in a JSON file that you can download and import into Power BI. The download starts after you select Export tickets. If you leave the portal before the download starts, you'll have to request the file again.
| Column | Description |
|---|---|
| Created | Date and time the ticket was created |
| Device | Device ID of the room mapped in room name (display name) and host name |
| Incident Type | Spread in incident type ID, incident type display name, which is a sub category in UI, the incident type category (for example, account, config) and the incident type severity (for example, critical, important) |
| State | The state/status of the ticket, which can be new, investigating, resolved, or closed and watching |
| TicketID | The ticket ID in "7B7365-EPDOLF" format |
| LatsUpdate | Any updates made on the ticket with specific date and time |
| History | Detailed history of the ticket status overtime |
| SnowIncident | SNOW incident number in "INC11684776" format |
| LastResolved | Date and time when the ticket was last resolved |
| Closure Summary/Reason | The reason for ticket resolution (for example, self resolved) |
| Closure Summary/Closed By | Who is responsible for closing the ticket (for example, Managed Room Services |
| LastClosed | The date/time the ticket was closed |
Navigating reports
The overview section provides graphical representations of important aspects of meeting room management. The charts will change depending on the time span selected or group selected. To change the time span, click the drop-down menu.
To change the group, click the group selection drop-down menu in the banner.
Tickets by category
The donut displays the total tickets raised for the selected time span and group (default is seven days, all groups). Tickets are represented in their major categories: Audio, Display, Peripherals, Connectivity, Versioning, and Recorded issues.
A flyout for the detailed view for tickets of that category appears when selected.
In the flyout, it's possible to filter the list of tickets by the subcategory by selecting the respective part of the donut.
To navigate back, either click on the donut or click on the breadcrumb at the top left.
To navigate to a specific ticket in this list view, click on the link under the Support ticket column.
Health history
This graph shows the average health (definition in Health section) for all the rooms in the tenant and the average health for all Microsoft Teams Rooms Pro customers on a day-to-day basis. You can view the average health for up to 90 days.
Most reliable/least reliable rooms
Two tables show the most reliable and least reliable rooms based on health. For the full list view, select Health, then sort the list by the Health column.
Rooms history
Provides a historical view of rooms enrolled in the service and provides a comparative view of rooms that were healthy or unmonitored in the same time period.
Health
To navigate to the Health report for all rooms, select Reports, then select Health.
The health score is a metric designed to surface rooms that are most likely to cause end-user frustration. A room can either be healthy or unhealthy for a given day. It is considered unhealthy if a ticket or many tickets impacted the room for more than 20 total minutes during non-maintenance hours (5AM -9PM machine local time). For example, if a ticket is opened at 5:00 AM but closed at 5:15 AM, the room is still considered healthy. But, if a second ticket occurred from 09:00AM to 9:10AM, the room would be considered unhealthy for the day. Similarly, if a ticket occurred from 5:00 AM to 5:21 AM, it is considered unhealthy for the day.
Note
Health for the day is aggregated once a day at 12:00 AM UTC time. For customers near the international date line, health aggregation may occur near the middle of the workday.
Note
Rooms that are onboarding are hidden for the list of rooms in the Health tab and do not count towards the average health of the tenant.
Clicking on a room listed in this view displays more details.
The bar graph displays the number of tickets on each day. Tickets opened on that respective day appear in blue. Tickets opened prior to the respective day appear in orange. Clicking on a day on the graph filters the pie chart and table to the relevant tickets. To reverse the filter, navigate with the breadcrumbs or click on the graph.
Categorization of tickets is represented in the donut chart. Interacting with this filters the timeline graph and table. To reverse the filter, navigate with the breadcrumbs or click on the graph.
The meeting impact view shows scheduled meetings during which a ticket with a severity of "Important" or "Critical" was open. The purpose of this view is to provide an approximation of meetings where participants could have experienced issues.
The Settings tab displays the metadata of the room such as the hardware information, device settings, BIOS information, app settings and location.
Usage
To view the Usage report for all rooms, select Reports->Usage.
The headlines provide a few insights:
- Total rooms in your tenant
- How many do not have any booked meetings, either offline or online
- Percentage of utilization of rooms across the tenant
- Total number of booked meetings through exchange
- Percentage of booked meetings that included a Skype or Teams link
- Total calls with room participation
- Aggregate call performance score from all calls classified with "Good" quality to all calls.
Below the headline Metrics is a table of rooms with corresponding metrics. Select a room to view more usage details. The metrics in the table are described in the following table.
| Column | Description |
|---|---|
| Utilization | Percentage of time the room was booked during business hours (Max of 8hours/ per day) in the selected period. Utilization= (total hours)/ (number of selected days set in the report * 8). Ex: Time period set to 7 days in the report. The room was booked for 5 days during that period and the total hours= (8 * 5) = 40 hours*. **In this case, utilization = (8 **** 5)/ (7 * 8) = 40/56= 71% |
| Booked online | Of the booked meetings, the percentage of which were enabled with Teams. Ex. 10 meetings were booked. Of that, 8 had a Teams link. Booked Online = 80% |
| Scheduled meetings | Absolute number of meetings scheduled in the room. |
| Total calls | Absolute number of calls with the room as a participant. |
| Call performance | Percentage of calls with a "Good" rating. Each call is evaluated and receives a Good, Poor, Unknown rating. This metric is calculated from Good calls/Total calls |
Usage is calculated at the end of each day at midnight (00:00) local time of the meeting room device. Utilization is calculated based on the total booked meeting time for that day divided by 8 hours.
Note
The metrics for Panels that aren't sharing an account with Microsoft Teams Rooms aren't showing yet in the usage report.
Usage details of a room
Clicking on a room in the list view prompts a flyout with more in-depth information. Under the Utilization tab of the flyout is a graph showing hours of usage of the last five business days. For each day there are two bars: blue represents booked meeting time; purple represents scheduled time of Teams/Skype enabled meetings. At the bottom, the average meeting bookings and duration for the past five business days are calculated.
The Calls table shows meetings in which the room participated in a Teams call. The Room Audio Quality is evaluated for only the room, not all participants. To view call quality for all participants of a specific call, select a call by clicking on the Start Time.
To view stream details for the room, click the Session Start Time.
Insight report
The Insight report is located under the Report section of the pro-management portal. It provides a detailed overview of all the activities completed by our services during a specific time range, including the types of actions performed, such as detection, remediation, and updates. This report highlights the value we provide through actions to resolve rooms issues and how much time and money we help you save by doing that.
To view the Insight report for all rooms, select Report > Insight Report (Preview).
Actions
The Actions section of the report shows a timeline view and aggregate count of all actions completed each day by the service. Action types include detection, remediation, and updates. Details on the actions can be viewed by selecting See details. Once you have selected See details, a new panel will appear with two sections; Tickets and Updates. The Tickets section shows a list of tickets with corresponding hours saved. Select the Tickets section to show an expanded view of each action taken on the respective ticket and the hours saved. the Updates section shows a list of each update applied and the corresponding tally of devices that successfully completed the update.
Detection, investigation, and remediation
The Detection, investigation, and remediation section displays two counts respective of the specified time range: Meeting issues prevented and Incidents remediated.
Updates
The Updates section provides a count of total updates either scheduled, in progress, or completed across the devices enrolled in the service.
Estimated savings
The estimated hours saved from the actions completed are converted to a monetary amount based on a default rate of $50 USD/hour for IT professionals. To customize the rate, select See details in this section. The Detail pane allows you to input a custom hourly rate and corresponding currency to get a better monetary estimate.
User experience
This section provides the average call rating by end-users on a scale of 1 to 5 (5 being the best).
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