Diagnostics and telemetry for Dynamics 365 Contact Center voice channel (Enhanced technical monitoring and troubleshooting tools for IT administrators and supervisors).
Real-time User Journey
This journey illustrates how an IT Administrator uses telemetry to resolve a “poor call quality” issue reported by a remote team:
- Alert Notification: The IT Admin receives an automated alert in the Power Platform Admin Center indicating that call quality has dropped below a specific threshold for the “West Coast” region.
- Dashboard Investigation: The Admin opens the Voice Diagnostics Dashboard. They see real-time telemetry showing high Packet Loss and Jitter for several active calls.
- Granular Drill-down: The Admin clicks on a specific problematic call. They can see the technical path: the agent is using a wireless connection with low signal strength and an uncertified headset.
- Proactive Resolution: While the call is still ongoing, the Admin identifies that the issue is local to the agent’s network. They send a quick instruction to the supervisor to have the agent switch to a wired connection.
- Post-Call Analysis: After the call ends, the Admin reviews the Historical Telemetry to see if this is a recurring pattern for that specific agent or a broader ISP issue in the region.
- SLA Validation: The Admin exports the telemetry data to prove to stakeholders that the voice platform remained stable, but local network conditions were the cause of the disruption.
Step-by-Step: How to Enable This Feature
To enable comprehensive diagnostics and telemetry, administrators must configure the Azure and Power Platform integration:
- Step 1: Admin Center Access
Sign in to the Contact Center admin center.
- Step 2: Connect to Azure Application Insights
Navigate to Operations > Insights > Telemetry. Choose the option to “Connect to Azure Application Insights.” This allows the raw voice telemetry to flow into your own Azure instance for long-term storage and analysis.
- Step 3: Enable Voice Diagnostics
In the Voice Settings section, toggle the “Enable real-time voice diagnostics” switch to On. This enables the live monitoring of packet loss, latency, and jitter.
- Step 4: Configure Alert Rules
In Azure Monitor, set up “Alert Rules” based on the telemetry data. For example, set an alert to trigger if latency exceeds 200ms for more than 5% of calls in a 10-minute window.
- Step 5: Grant Permissions
Ensure IT Administrators have the “Environment Admin” or “Service Reader” role in both Power Platform and the associated Azure subscription to view the dashboards.
- Step 6: Update Agent Profiles
Ensure agents are using the Desktop Companion Application (DCA), as it provides the most accurate local hardware and network telemetry back to the diagnostics engine.
Infographic: Voice Telemetry Metrics
| Metric | Definition | Impact on Call Quality |
| Latency | The time it takes for voice data to travel from point A to B. | High latency causes “talk-over” and awkward silences. |
| Jitter | Variation in the delay of received packets. | High jitter results in garbled or “robotic” sounding audio. |
| Packet Loss | Voice data packets that fail to reach their destination. | Causes “drop-outs” where words or parts of sentences are missing. |
| MOS Score | Mean Opinion Score (1-5 scale) of audio quality. | A 4.0+ is considered “toll-quality” (clear and consistent). |
| Endpoint Data | Headset type, CPU usage, and Browser version. | Identifies if the issue is hardware or software-related. |
References
GM Dynamics & Agentic AI Consulting 