04 — Monitor, Report & Troubleshoot Teams 15–20%

🗺 Domain Overview 

mindmap
  root((Domain 4 15–20%))
    Monitor & Report
      Call Quality Dashboard
      Real-Time Analytics
      Usage Reports
      Alert Rules
      Team Activity
      App Usage
      Active Users
      Per-Meeting Metrics
      Storage Usage
      Guest Access Reports
      Network Connectivity
      Feedback Policies
    Troubleshoot
      Client-Side Logs
      Cache Clearing
      Self-Help Diagnostics
      Installation Issues
      Update Issues
      Client Health
      Sign-In Issues
      Copilot Issues
      Meeting Join Issues

📊 4.1 Monitor and Report on Teams

Call Quality Dashboard (CQD)

The primary tool for monitoring voice and meeting quality across the tenant:

Feature Description
Access cqd.teams.microsoft.com or Teams admin center
Data Call and meeting quality metrics — up to 30 days
Building data Upload building/subnet data for location-based reporting
Reports Pre-built and custom reports on audio, video, and screen sharing quality
Dimensions Filter by date, user, building, network, client, device

Key CQD Metrics

Metric Good Threshold Description
Packet loss < 1% Percentage of packets lost during transmission
Jitter < 30 ms Variation in packet arrival time
Latency (round-trip) < 100 ms Time for packet to travel to destination and back
Audio poor stream rate < 3% Percentage of audio streams classified as poor

Real-Time Analytics

Available in Teams admin center → Analytics & reports → Real-time analytics:

  • View active meetings happening now
  • See per-participant quality (audio, video, screen sharing)
  • Identify issues during live meetings
  • Available for meetings with 3+ participants

Per-User Call Analytics

Role Access Level
Teams Communications Support Specialist Per-user data only — sees individual user call history
Teams Communications Support Engineer All user data — advanced troubleshooting and analytics
Teams Administrator Full access to all analytics 
flowchart TD
    ISSUE["❓ Quality Issue\nReported"]
    WHO{"Who is\ninvestigating?"}
    SPEC["👤 Support Specialist\n(Per-user only)"]
    ENG["🔍 Support Engineer\n(All users)"]
    ADMIN["🔧 Teams Admin\n(Full access)"]
    
    CQD["📊 Call Quality\nDashboard\n(Tenant-wide trends)"]
    PERUSER["👤 Per-User\nCall Analytics\n(Individual sessions)"]
    REALTIME["⚡ Real-Time\nAnalytics\n(Live meetings)"]

    ISSUE --> WHO
    WHO --> SPEC --> PERUSER
    WHO --> ENG --> PERUSER
    WHO --> ADMIN
    ADMIN --> CQD
    ADMIN --> PERUSER
    ADMIN --> REALTIME

Usage Reports

Available in Teams admin center → Analytics & reports → Usage reports:

Report Shows
Teams usage Active users, active teams, guests, messages, channels
Team activity Per-team metrics — messages, active users, guests
App usage Which apps are installed and actively used
Active users Daily, weekly, monthly active users
Per-meeting metrics Duration, participants, audio/video quality per meeting
Storage usage How much storage each team is consuming
Guest access Guest activity, guest count, teams with guests
PSTN usage Call minutes, cost, number usage (if using Calling Plans)
PSTN blocked users Users blocked from making PSTN calls

M365 Admin Center Reports

Additional Teams reporting available via M365 admin center → Reports → Usage:

  • Microsoft 365 usage analytics — Power BI template for deeper analysis
  • Cross-service reports (Teams + Exchange + SharePoint activity)

Alert Rules

Configure notifications for specific events in Teams admin center → Notifications & alerts:

Alert Type Trigger
Device health Teams device goes offline or has issues
Meeting quality Audio quality drops below threshold
External access Changes to external access settings
App events App installation or permission changes

Monitor Team Creation and Deletion

Method Description
Audit log Microsoft Purview → Audit — search for TeamCreated, TeamDeleted events
Activity log Teams admin center — recent admin actions
Microsoft Graph Query change notifications for group lifecycle events
PowerShell Get-Team with filters for creation date

Feedback Policies

Setting Description
Give feedback Allow/block users from sending feedback to Microsoft
Surveys Allow/block in-app surveys after calls/meetings
Log collection Allow users to send logs with feedback
Feature suggestions Allow/block feature suggestion submissions

⚠️ Exam Caveat:

  • CQD shows tenant-wide trends; per-user call analytics shows individual session details — know when to use each
  • Building/subnet data must be uploaded to CQD for location-based quality reporting
  • Support Specialist role can ONLY see per-user data (they must search by user) — they cannot see tenant-wide reports
  • Real-time analytics requires meetings with 3+ participants — not available for 1:1 calls
  • Usage reports have a data latency of 24–48 hours — they are not real-time

🔧 4.2 Troubleshoot Audio, Video, and Client Issues

Client-Side Logs

Log Type Location (Windows) Purpose
Desktop client logs %appdata%\Microsoft\Teams\logs.txt General client activity and errors
Media logs %appdata%\Microsoft\Teams\media-stack\*.blog Audio, video, and screen sharing diagnostics
Debug logs Ctrl+Alt+Shift+1 in Teams Generate debug log package
Calling logs Exported from call history Per-call quality details

Clear Teams Client Cache

Steps to clear the cache (Windows):

  1. Fully quit Teams (right-click tray icon → Quit)
  2. Navigate to %appdata%\Microsoft\Teams
  3. Delete contents of: Cache, blob_storage, databases, GPUcache, IndexedDB, Local Storage, tmp
  4. Restart Teams

Self-Help Diagnostics

Available in Microsoft 365 admin center → Support → Run diagnostics:

Diagnostic Tests
Teams sign-in Validates user account, license, and service health
Teams meeting Checks meeting policies, licenses, and connectivity
Teams calendar Validates Exchange mailbox and calendar integration
Teams call quality Analyzes recent call quality data for a user
Teams presence Checks presence status and coexistence mode

Client Installation and Update Issues

Issue Troubleshooting Steps
Installation fails Check .NET prerequisites, run as admin, check proxy/firewall
Updates not applying Verify update policy, check network connectivity to CDN
New Teams migration Check update policy settings, OS requirements
Side-by-side install Classic Teams and new Teams can coexist during transition

Client Health in Teams Admin Center

Feature Description
Teams devices health Monitor device status, connectivity, and peripherals
Client version report See which Teams client versions are in use
App health Monitor Teams app performance metrics

Sign-In Issues 

flowchart TD
    SIGNIN["❌ Sign-in Failed"]
    LICENSE{"Has Teams\nlicense?"}
    NOLICENSE["Assign Teams\nlicense"]
    CA{"Conditional\nAccess blocking?"}
    CAFIX["Review CA policy\nin Entra admin center"]
    CACHE{"Stale\ncache?"}
    CLEAR["Clear Teams\nclient cache"]
    NETWORK{"Network\nblocking?"}
    NETFIX["Check proxy/firewall\nAllow Teams URLs"]
    SUPPORT["Escalate to\nMicrosoft Support"]

    SIGNIN --> LICENSE
    LICENSE -->|No| NOLICENSE
    LICENSE -->|Yes| CA
    CA -->|Yes| CAFIX
    CA -->|No| CACHE
    CACHE -->|Maybe| CLEAR
    CLEAR --> NETWORK
    NETWORK -->|Yes| NETFIX
    NETWORK -->|No| SUPPORT
Common Cause Resolution
No Teams license Assign license in M365 admin center
Conditional Access Review policies in Entra — may block non-compliant devices
Cached credentials Clear Teams cache and re-sign in
Proxy/firewall Allow Teams URLs and IPs (see Microsoft 365 URLs and IP address ranges)
SSO issues Check Entra ID sign-in logs for error codes
MFA enrollment User may need to complete MFA registration

Troubleshoot Copilot and AI in Teams

Issue Check
Copilot not available Verify Microsoft 365 Copilot license assigned
No meeting recap Check that transcription is enabled in meeting policy
Copilot disabled in policy Review meeting policy Copilot settings
Poor Copilot output Ensure meeting had transcription running during the meeting

Meeting Join and Feature Issues

Issue Troubleshooting
Cannot join meeting Check meeting policy, anonymous join settings, lobby policy
No audio/video Check device permissions, media ports (UDP 3478–3481), drivers
Cannot share screen Check meeting policy (content sharing), bandwidth
Recording unavailable Check recording policy, OneDrive/SharePoint storage quota
Missing features Check Teams client version, license, meeting policy
Lobby issues Review meeting policy lobby bypass settings

⚠️ Exam Caveat:

  • Debug logs are generated by pressing Ctrl+Alt+Shift+1 — know this keyboard shortcut
  • Self-help diagnostics are in the M365 admin center, not the Teams admin center
  • Cache clearing resolves many client issues — it’s a standard first troubleshooting step
  • Sign-in log analysis should be done in Entra admin center → Sign-in logs
  • Copilot requires transcription — if transcription is disabled by policy, Copilot cannot function in meetings

📝 Domain 4 — Quick-Reference Scenarios

Scenario Answer
Users report poor audio quality across the org Call Quality Dashboard (CQD) — check audio poor stream rate
Manager needs to see an employee’s call quality Per-user call analytics (Support Specialist or Engineer role)
Monitor a live all-hands meeting for quality Real-time analytics in Teams admin center
Find out which Teams apps are most used Usage reports → App usage
Investigate who deleted a team Audit log in Microsoft Purview — search TeamDeleted
User cannot sign in to Teams on a new device Check Conditional Access policies + Teams license
Teams client is slow and glitchy Clear Teams client cache
Generate a debug log for Microsoft support Press Ctrl+Alt+Shift+1 in Teams
CQD shows poor quality for a specific building Upload building/subnet data to CQD, then filter by building
Copilot doesn’t show meeting recap Verify transcription is enabled in the meeting policy

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