Video Call Insights for IT Admins and Helpdesk Pros

By Lindsey Westbrook
Shailesh Hegde, product manager at BlueJeans, spends all day talking with customers about what their day-to-day online meetings-related demands are. Those interviews inform him of their evolving needs and, together with his teams, he spends the rest of his time devising ways to improve the products and add new features to enhance video calls.

First Video Call User Type: IT Admin

Hegde converses with two primary types of users. One is the IT admin: “They want to ensure that the video conferencing service is running well, and is consistently of good quality. They are the person at the organization who reports to the C-level executives about the decision to buy BlueJeans or some other online video conferencing software, and evaluate whether to renew next year based on overall feedback and the data they have collected about video call quality and the like.”

Insights into Video Calls for IT Admins and Helpdesk Pros

The IT admin enters the BlueJeans Command Center and inspects the data that lives there about past virtual meetings. The top-level screen shows overall metrics related to, for instance, the number of online meetings the organization has held this year to date, the number of countries involved in those video calls, and aggregated user satisfaction ratings based on post-online-meeting star ratings of call quality. (The types of data executives like to know!) 
Then, just a few clicks of drilling down leads to very specific data, even minute-by-minute graphs of the quality of video calls by an individual user over time for a particular past online meeting. “Other statistics they enjoy seeing, and ones that we have worked hard to make easy to use, are for instance a red-highlight for problem numbers. You can look at the stats for a particular past video call and see at a glance, thanks to that little red highlight, which participants had jitter problems that exceeded the threshold of acceptability and start to diagnose. Are they perhaps all calling from the same IP address?”

Second Video Call User Type: Helpdesk

The other user type Hegde identifies is the helpdesk person. Live Meeting Control via the company’s online video calls, he says, is solid gold for this company employee, especially when virtual meetings involve numerous individuals dispersed around the globe, as opposed to online meetings involving several employees in one wired-up BlueJeans for rooms at headquarters and a single remote person. In the latter scenario, it might be possible (although it’s never preferable!) for the helpdesk person to be bodily summoned to BlueJeans for rooms to troubleshoot a video call having connectivity issues. But what if many online meetings are happening around the company at once? And what if, to return to the first scenario, there is no wired-up room to visit?
Command Center enables the helpdesk person to remotely moderate a video call—or multitask on several virtual meetings at once—without actually being there physically. Many other video conferencing products do not allow IT or the helpdesk to view live video call details in real time, as BlueJeans Command Center does. “Let’s say,” Hegde says, “someone in the middle of a live video calls the helpdesk to ask why the audio or video isn’t right. The helpdesk person can immediately log into the Command Center, click on that video meeting, and start looking at stats in real time. They readily have several different metrics to consider, such as geographic distribution, or the exact network path between each participant and the cloud. They could even join the meeting if it would be helpful. There is abundant information and tools to help them effectively troubleshoot.”

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