This short video will focus on our PowerSuite HelpDesk solution. PowerSuite Help Desk delivers quick forensics which can be utilized by Tier 1 and 2 support professionals to provide diagnostic input and remediation guidance during calls. End user support personnel can troubleshoot and close more tickets on the first call without having to be experts in Teams, Skype for Business or Zoom. We’ll start with a common scenario: a user calls the HelpDesk after having a bad call. The support person accesses the record of the user’s recent call history as well as their usage habits. From here, we can see that good user makes all calls using external wired connections and hasn’t had network issues. We also see the users following the recommended approach of always using an optimized device.
The modality tab highlights how HelpDesk delivers quick forensics regarding quality issues for multiple modalities including voice, video, and app sharing to streamline UC platform troubleshooting. A click on the insights tab allows us to receive a top line overview of key insights related to this specific user. Think of this as the end user version of PowerSuite system level insight center dashboard.
Looking at call history, we see the user is having a good experience. However, there are calls where other users are experiencing problems. Diving deeper, we can click on any call and see a breakdown of that call. One user stands out among all the good green behavior with an orange device icon. We see that bad user is not using an optimized device and can receive guidance about the device stating, “this device is not supported etc”, recommending to the user that they should use an optimized device to help improve call quality. Bad user also has an orange icon for network. By clicking on the network icon we see all the important information about bad user’s network. Guidance tells us that using wireless networks can be unreliable and suggests a few things for the user to try to help fix the connection quality. Here’s where we can shift from reactive to proactive mode. We look up bad user and see if this was a one time problem or if we need to review best practices with the user. All the orange and red issue warnings show that bad user is having many different kinds of call quality issues across a number of different calls. She’s regularly having bad calls while on Wi-Fi and wired connections. Although she has an optimized device, she’s only used it on three of the last nine calls. At this point, we can reach out to bad user and begin troubleshooting and education. We can make sure she’s not creating an ongoing negative experience for others in calls and helped to improve the overall productivity of her calls. Now you’ve seen how to troubleshoot end user issues with PowerSuite’s Help Desk. Be sure to subscribe to our channel for more information on how to manage, analyze, and secure your UC in collaboration environment.