When a customer says "calls are bad," Pulse helps you answer them.

Microsoft Teams call quality within Pulse

Every MSP engineer knows the message. A customer contacts the service desk: "Teams has been bad this week." A ticket gets opened, everyone waits because figuring out why one person's calls quality is bad has always meant pulling call quality exports, cross-referencing session border controller logs, and hoping the pattern jumps out of a spreadsheet before the customer loses patience and escalates.

For MSPs, this isn't just a technical headache, it can lead to a service credibility problem. Your customer doesn't care whose fault it is. They care that you fix it. Fast.

The frustrating part? The answer is usually in a small part of the entire chain. It's almost never the network or Teams itself, it's in one specific path.

Here is an examle of Alex Johnson

Take one of your managed users, let’s use Alex Johnson here as an example. Through late April, every one of Alex's calls placed over the wired office network and scored Excellent: a MOS (Mean Opinion Score, the standard perceived voice quality metric on a 1–5 scale) of around 4.4, jitter near 1.3 ms, virtually no packet loss. Boring and exactly the way you want a managed service to run.

Then the complaints started in early May. Same user, same Teams client, same carrier however on the days Alex worked from home, the MOS dropped into the 2s. By mid-May, most calls were routed over home Wi-Fi behind a single public IP (203.0.113.x), and every one of them scored Poor: roughly 42 ms jitter, 7.9% packet loss, and 208 ms round-trip latency. The office calls that still happened? Perfect. It clearly wasn't Teams, and it wasn't your service. It was that one link.

Without the right tooling, your engineer would spend hours proving that, which is time you can't bill for, on a problem you didn't cause.

Tenant-wide averages hide your worst tickets

Most monitoring tools give you tenant-wide dashboards. Those tell you everything is fine while one customer quietly suffers and then loudly complains. The question your service desk actually needs to answer is per-user, so the tool should be too.

The Call Quality tab in Pulse

That's exactly what the new Call Quality tab in Pulse delivers. For any Teams user you manage, open their profile under Identities and it's right there: their calls, their devices, their networks, their numbers. No additional setup if Teams Analytics is already enabled on the customer's service. One day of history is always included; the full 30 days comes with Pulse Enterprise.

The whole answer on one screen: open the user, and the summary, the devices, and the calls are already there.

From ticket to answer in minutes, not hours

The page mirrors how your engineers actually debug but removes the manual legwork.

Start with the obvious question: is this user really having issues, or do they just remember the bad calls? For Alex, the 30-day window settles it instantly. 200 calls. 104 Poor, all from 203.0.113.x. 89 Excellent - all from the wired office. 7 with no telemetry. That's not a hunch; that's evidence you can put in front of a customer.

Then it narrows. Each device-and-network combination gets its own card with its own score. Alex's laptop (LAPTOP-7F3A2B) splits almost evenly: one wired location averaging Excellent, one Wi-Fi location averaging Poor. That split is invisible in a tenant-wide view. In Pulse, it's two clicks.

One laptop, two locations. The wired office is healthy; the home Wi-Fi is the entire problem.

When you need the raw detail the specific call, the jitter spike, the codec, the media path the per-call table sits right underneath, fully filterable, with a Details view on every row.

 Down to a single call: MOS 2.1, 41.6 ms jitter, 7.8% loss, over a 40 Mbps home Wi-Fi link at 203.0.113.45.

Close the ticket, protect the relationship

For Alex, the answer is right there on the screen. Every poor call traces back to one egress IP on a roughly 40 Mbps home uplink, while every other location scores Excellent. The recommendation writes itself: move to a wired connection, or get the home link sorted. No Teams policy changes. No carrier ticket. And critically for you as an MSP, you can provide clear evidence that your service is performing exactly as it should.

That's the difference between "we're looking into it" and "here's exactly what's happening and here's how to fix it." One loses trust. The other builds it.

Why we built this
We built this because MSPs using Pulse kept hitting the same wall: a customer would report a problem, the engineer would believe them, and then they'd lose an hour assembling the evidence to confirm what everyone already suspected. That's an hour of unbillable time, repeated across dozens of customers. Now the answer is on screen before the conversation even starts.

Start using it today
Call Quality is live now in Pulse for every Teams user you manage. If you've got a backlog of user complaints you've been meaning to dig into, this is the week to open the Pulse Call Quality tab and clear them.

Not on Pulse yet? Book a demo to see how it fits into your managed service stack.