The NiCE Management Pack for Microsoft Teams offers comprehensive, 24x7 real-time monitoring of Microsoft Teams user experience, performance, and availability. Designed to integrate with Microsoft System Center Operations Manager (SCOM), this solution helps organizations proactively identify and resolve critical Teams performance issues before they impact users. It addresses common pain points such as slow chat responses, poor call quality, or incorrect availability statuses, ensuring that IT teams are informed of problems before user complaints arise. By tracking the overall service health of an entire Microsoft 365 Teams deployment, it enables measurement against service and operation level agreements (SLAs) and provides instant notifications on service disruptions and outages. Key capabilities include quickly identifying, solving, and reporting on internal and external M365 service issues, ensuring M365 service performance and availability within the administrator's scope, and fostering end-user adoption by addressing issues pre-emptively. The NiCE Active 365 Management Pack is vital for troubleshooting Teams issues by correlating the status of related services like Exchange, SharePoint, and OneDrive. It also supports monitoring of Teams users grouped by dedicated business lines (ISPs, VIPs, locations) with custom alert levels for event prediction. Furthermore, it actively probes and tracks Teams User chat availability and response times, providing alerts when thresholds are passed and displaying trends graphically. For call quality, the solution offers 360-degree Teams Call Analytics, monitoring real-world calls rather than just synthetic simulations, providing deep insights into remote entities and allowing all real-world call data to be consolidated into SCOM for advanced reporting and alerting.

Features & Benefits

• End-to-End Teams Monitoring
  • Provides comprehensive, real-time tracking of Microsoft Teams performance, availability, and user experience across the entire M365 deployment.
• Proactive Issue Resolution
  • Enables IT teams to quickly identify, solve, and report on internal and external M365 service issues, ensuring service performance and availability within admin scope.
  • Get instant notification on current Microsoft Teams service disruptions and outages.
  • Foster end-user adoption by knowing of issues prior to user complaints.
• Microsoft 365 Service Health Correlation
  • Helps track service health states and proactively address upcoming issues by correlating the status of Teams with related services like Exchange, SharePoint, and OneDrive.
• Business Line Monitoring
  • Supports monitoring and reporting on Teams Users logically grouped according to business lines (e.g., ISPs, VIPs, locations), with advanced custom alert settings for event prediction.
• Teams Chat Performance Monitoring
  • Actively probes and tracks Teams User chat availability and response time, providing automatic alerts if thresholds are passed and displaying trends graphically.
• 360-degree Teams Call Analytics
  • Monitors real-world calls to provide actual insights into call quality, including remote entities, and consolidates all call data into SCOM for detailed reports and alerts.