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    View Call Quality Data for Application Domains
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    3. Monitor Media Performance for Web-Based Applications
    4. View Call Quality Data for Application Domains
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    Autonomous DEM

    View Call Quality Data for Application Domains

    Table of Contents

    View Call Quality Data for Application Domains

    View organization-wide media performance metrics, root cause distribution, and impacted users for browser-based applications that use WebRTC for audio and video.
    Where Can I Use This?What Do I Need?
    • Prisma Access (Managed by Strata Cloud Manager)
    • Prisma Access (Managed by Panorama)
    • Prisma Access license
    • ADEM or Strata Cloud Manager Pro license
    • (Browser-Based Real User Monitoring (RUM)) Prisma Browser license
    The Call Quality Analytics tab provides a network-wide view of call quality for a browser-based application during the selected time range. You can use this information to identify call quality issues, determine whether the root cause is at the device, network, or application level, and find the users most affected before issues escalate.
    It can take up to 30 minutes for call information and quality metrics to appear on the Call Quality Analytics dashboard. This delay accounts for standard data processing and dashboard refresh intervals.
    Note:
    To view call quality analytics for a browser-based application across your organization:
    1. Click Strata Cloud ManagerInsightsApplication ExperienceApplication Domains.
    2. From Application Domains, select the browser-based application you want to view, for example, apps.usw2.pure.cloud.
    3. Select the Call Quality Analytics tab.
      This tab appears only when Autonomous DEM has detected WebRTC call data for the selected application domain.

    Call Quality Summary

    The top of the Call Quality Analytics page displays four summary tiles covering the selected time range:
    • Total Elapsed Time—The total duration of all calls (in minutes) across all users in the selected time range.
    • Total Number of Calls—The number of completed WebRTC sessions during the selected time range.
    • Total Number of Users—The number of unique users who made or received at least one call during the selected time range.
    • ADEM Users —The percentage of users of this specific WebRTC application compared to the total number of users who have the Autonomous DEM browser extension installed.

    Root Causes for Poor Performance

    The root cause section shows a network-wide breakdown of poor-quality calls by root cause category. Autonomous DEM attributes call quality degradation to one of the following three categories. For details on the root causes, refer to root causes and remediation.
    • Device—Issues caused by endpoint CPU overload, memory pressure, or CPU thermal throttling. Device root causes are measured from the endpoint.
    • Network—Issues caused by network conditions including high round-trip latency, forced relay routing (TURN), TCP transport fallback, network connection changes, and insufficient bandwidth.
    • Application—Suspected issues on the application or platform side, inferred by elimination when all device and network signals are within normal ranges but call quality is still degraded.
    The native Microsoft Teams and Zoom integrations provide four root cause categories: Device, Wi-Fi, Local Network, and Internet. However, the web-based call quality monitoring groups all network-related root causes into a single network category in the summary view. For detailed sub-categories (relay routing, TCP fallback, Network Connection Change, and so on), see the per-user root cause table.
    To the right of the root cause bars, Autonomous DEM shows how many calls had Audio, Video, or Screen Sharing quality issues and how many users were impacted by the call quality performance.

    Users Experiencing Impacted Calls

    The Users Experiencing Impacted Calls table lists users who are experiencing the highest proportion of poor-quality calls. Select a user to open the user's call quality view.
    • User Name—The user's display name.
    • Impacted Calls—The number of calls classified as having issue for this user.
    • Most Common Root Cause—Device, Network, or Application.
    • Suggested Remediation—A suggested action to address the most common root cause.

    Global Distribution of Impacted Users

    View a worldwide map that shows the locations of users who experienced poor call quality. Bubble size represents the number of impacted calls at each location. Use this view to identify whether call quality issues are concentrated at a specific office or site, which may indicate a shared network infrastructure problem, or spread across multiple locations, which may indicate a platform-level issue.
    Slide Show Only Impacted Users to the right to filter the map to users who are having calls with issues. Select a location bubble to view the number of impacted users and calls at that site.

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