skypeforbusinessdesktopsharing100584431orig

Skype for Business admins get tool to diagnose call problems

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.

IDG Insider

PREVIOUS ARTICLE

« Apple releases macOS Sierra 10.12.4: What's new in the update

NEXT ARTICLE

Intel Optane Memory has a mission: Make hard drives faster than SSDs »
author_image
IDG Connect

IDG Connect tackles the tech stories that matter to you

  • Mail

Recommended for You

20 Red-Hot, Pre-IPO companies to watch in 2019 B2B tech - Part 1

Martin Veitch's inside track on today’s tech trends

Training and certification for a cloud native world

Keri Allan looks at the latest trends and technologies

Unicorns are running free in the UK but Brexit poses a tough challenge

Trevor Clawson on the outlook for UK Tech startups

Poll

Do you think your smartphone is making you a workaholic?