Link to recording: https://www.panagenda.com/webinars/improve-support-ms-teams-hybrid-work-environment/ Microsoft Teams now has well over 270 Million active users. If your organization is relying on Teams for day-to-day communications, including calls and meetings, then you need to attend this webinar. We have some interesting information to share from enterprise organizations that are working to optimize support for Teams in a hybrid work environment. There are three major lessons that you can implement today to improve the Digital Experience (DX) for your Microsoft Teams deployment: 1) Standardize software versions for Microsoft Teams across your organization 2) Identify ISPs used by remote workers that have lagging network performance 3) Audit hardware performance for users and upgrade/reconfigure devices with identified issues Please join us for this webinar to discuss real-world stories from other enterprise organizations and learn how they were able to proactively identify call quality issues and improve the DX for their Team’s deployment in their hybrid work environment. During the webinar, you will receive an OfficeExpert Digital Experience Monitoring (DEM) overview. This SaaS solution provides data analytics for Microsoft Teams performance and calls quality from the end-user perspective. If you want to know the truth about your Team’s digital experience then you need to see how data-driven, actionable insights can identify necessary endpoint/networking enhancements and speed troubleshooting for any issues. During this webinar, you will explore topics that include: - Proactive monitoring for the remote user digital experience - Identifying slow ISPs causing poor call quality for users working remotely - Real-time performance monitoring for FAST troubleshooting - Detailed analytics that shows lagging performance on endpoint devices

1. Actionable Insights
Lessons Learned: Improving MS Teams
Digital Experience in a Hybrid Workforce
VP of Products & Innovation
Ben Menesi
Managing Director, North America
Carl Baumann
Digital Experience Monitoring

2. Overview
Enterprise Experience & Awards
2007
Initial software release:
• IBM Domino monitoring and
data analytics solution
2013
Surpassed 450 customers:
• Customers in 40 countries
• Global licensing agreement
with IBM
2011
Company Expansion:
• New Domino application
analytics and evaluation toolset
• Expanded company with new
offices in North America
2015
Surpassed 700 customers:
• Customers in 75 countries
• Initial release of Enterprise
E-Mail Analytics
2016
Transition to Microsoft:
• Design and architecture for
OfficeExpert solution
• Began customer interviews and
business requirements analysis
2018
Focus on Microsoft 365:
• v1.0 Release of OfficeExpert
• Data analytics for Teams usage
and Microsoft 365 performance
2022
Announced OfficeExpert v4
• Digital Experience Monitoring
(DEM)
• Teams Call Quality
Troubleshooting
• Network Performance Monitoring
• Real-Time Analytics
• 1M+ Endpoints Monitored for
Microsoft 365 Performance

3. Agenda 1 Overview and Introductions
2
Why Do Digital Experience Issues Go Unreported?
➔ Users don’tcall the Help Desk
3
Challenges with Digital Experience Monitoring for Teams
➔ Especially the “Last Mile” for remote workers
4
Example Customers: Learn From their Train Wrecks
➔ Real world issues with Digital Experience Monitoring
5 Solution Demonstration
6 Questions & Answers

4. Why do Digital Experience issues go unreported?
The State of the Service Desk – 2022
with 7,000+ respondents
Recent reports from Forrester Research
https://www.forrester.com/report/the-state-of-the-service-desk-2022/RES177425
Data suggests that employees are living
with ongoing performance problems
that the service desk can’t fix.
Many “work from anywhere” issues today are outside IT’s control (e.g., home network troubleshooting);
understanding the Digital Experience impact of these problems warrants deeper investigation, and most IT
organizations are NOT doing this today …
”
“

5. 62%
58%
28%
59%
“I avoid the service desk”
“I am living with ongoing problems that the service desk can’t fix”
IT Decision makers reported employee feedback to improve Digital Experience in 2021
59% IT Decision makers report IT being goaled on Digital Experience in 2022
Forrester’s Infrastructure Survey 2021 & 2022: 3,600+ Infrastructure decision-makers
Why do Digital Experience issues go unreported?
Recent reports from Forrester Research
Forrester’s Research – State if the Service Desk – May 2022

6. Ignoring Digital Experience Issues …
Associated business productivity costs
Employees will use OLD
methods or install other
technology on their own…
Employee productivity loss
Frustrated users will NOT adopt
the IT supported technologies
Business Impact
Known issues
reported to Helpdesk
Unknown and
unreported Issues

7. IT Challenges for Digital Experience Monitoring
of Microsoft Teams Call Quality
Call quality issues are
rampant due to work-from-
anywhere culture.
Enterprise organizations
relying on Teams Voice for
day-to-day business
communications.
IT support needs help
finding, and fixing Teams
call quality issues.
No single pane-of-glass interface requires more IT support
groups to be involved for analysis and troubleshooting
Legacy monitoring tools designed for Business Offices
Lack of visibility for the last mile: Work-from-Anywhere
Blame Game: Where is the real issue – M365 Cloud,
Endpoint Device, Local Network, ISP?

8. Main Problem Identified
Customer Example: #1 Declining CSAT scores
Despite new hardware and a 3 years retention policy
Brand new business laptops with 8 GRAM
physical memory running at 85%+ average
consumption
Result: CSAT Scores at an all-
time high

9. Main Problem Identified
Customer Example: #2 Global Teams Call Quality
Increased RTT due to security vendor’s infrastructure
RTT Average above 90ms,
suboptimal media relays
Result: 30% improvement in call
quality organization-wide

10. Task at hand: identify good EX
Customer Example: #3 Users with good experience
Hardware renewal budget constraints
Find users with a consistently
decent experience to delay
new hardware purchase with
minimal impact

11. Main Problem Identified
Customer Example: #3 Users with good experience
Background Processes ConsumingHardware Resources
Sample report: users that do not need new hardware
Total Calls (call intensity)
Average CPU consumption
Average Memory consumption
User 1
User 2
User 3
User n
Total Calls
0-25%
25-50%
50-75%
75%-100%
Result: 15% of user
population

12. What we are working on for device analysis
OfficeExpert – Roadmap
Total Calls (call intensity) Average CPU consumption Average Memory consumption
% Poor calls Hardware Errors Manufacturer Model Physical Memory
Wifi Issues Latency Problems Media Relays used Battery Discharge
ISP latency deviations Runaway processes Missing Windows Updates
Unsupported headsets used
Proactive notifications, customizable thresholds

13. Transforming Hidden Data Actionable Insights

14. 1M+
Monitored VoIP traffic for Teams performance
data analysis and comparison.
- June 2022
Teams Users
Transforming Hidden Data into Actionable Insights
End-to-End Visibility for Teams Call Quality Performance

15. End-to-End Visibility for Teams Call Quality Performance
Call Quality Troubleshooting
leverage detailed metrics to perform
root cause analysis +100
Reports and Dashboards
for Digital Experience Monitoring
Transforming Hidden Data into Actionable Insights
SpotlightNetwork PerformanceIssues
proactively identify users with ISP
routing anomalies or poor performance
from Home Office Wi-Fi
IncreaseProductivity
quickly remediate call quality issues
to improve the user experience
Identify HardwarePerformanceIssues
spotlightslowhardware that requires
upgrade or replacement

16. Actionable Insights
Demonstration

17. Business Value Summary
Reduced IT support time for call quality
troubleshooting based on full visibility of
user endpoint performance
Easy to Deploy SaaS Solution
1 2 3
No IT
infrastructure
to purchase
Simple Web UI
and API
integration
Secure data
storage for
analytics
Improves adoption of Teams Voice
by enabling proactive remediation
for unreported call quality issues
Accelerate ROI for Microsoft 365
by driving advanced functionality in
Teams for improved collaboration
ActionableInsights for Teams Voice Deployments

18. Next Steps
www.panagenda.com
BROCHURES CASE STUDIES WEBINARS DEMOS DATA SHEETS
Offering free 30-day
production pilot **
REGISTER Today!!!
Signup for a call quality
assessmentworkshop
Start gathering your
endpoint performance
data now
ActionableInsights for Call Quality Troubleshooting
** minimum 1,000 seats

19. Actionable Insights
Questions and Answers
?

20. Next Webinar - DECEMBER
Microsoft MVP Face Off
December 14th, 1:00 PM (EST)
✓ Best Practices for Troubleshooting MS Teams Call Quality
✓ Capabilities of Microsoft Call Quality Dashboard (CQD)
✓ Proactive Remediation for Call Quality Issues
Register Now >
Discussion Topics
Presenter:
Gary Steere
Chief Product Officer
www.panagenda.com/webinars

21. Thank you
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