This answer suggests observation and interviewing as methods to collect data for the BA to determine the cause and recommend a solution for UC's sales challenge. Observation and interviewing are techniques that help the BA understand how users perform their tasks, what challenges they face, and what their needs and expectations are. Observation involves watching users in their natural environment, while interviewing involves asking users open-ended questions. References: https://trailhead.salesforce.com/en/content/learn
/modules/salesforce-business-analyst-quick-look/use-shadowing-to-understand-your-users https://trailhead.
salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-interviews-to-understand- your-users