Webinar Recording: https://www.panagenda.com/webinars/suffering-in-silence-why-dont-users-report-ms-teams-performance-issues/ In the world of IT management, it is easy to forget that the primary focus should be on supporting people, not machines. In this webinar, we are going to show why modernized digital experience monitoring (DEM) solutions are necessary for a successful digital employee experience. Traditional endpoint performance and networking management tools are no longer effective with employees working from anywhere and home office networks leave too many blind spots for performance troubleshooting, especially for Microsoft Teams call quality. Employees experiencing poor VoIP call quality may never contact the helpdesk and continue to suffer in silence. According to the findings in our recent pulse survey on Common Issues with Microsoft Teams Performance, IT operations is waiting for users to report their issues for Teams call quality. Instead, they should fix problems proactively so they can improve the digital employee experience for hybrid workers, even the quiet ones. Besides the troubles it causes to the hybrid workers, do you know how much it can cost an organization? In our survey, using a low estimate, we were able to determine that the annual costs of fixing call quality problems in a company with 10,000 employees can be up to $500k! To improve the digital employee experience, and reduce helpdesk cost per ticket, it is necessary to have accurate metrics that provide the measurements and actionable insights necessary for troubleshooting issues before they become widespread problems. Join us in this webinar where we will investigate real client experiences and show you how they successfully improved the digital employee experience of their hybrid workforce through end-to-end performance monitoring. What you will learn: - The ability to truly support a hybrid workforce and deliver a great digital employee experience for Microsoft Teams - Real-time and reliable data about remote work environments for effective troubleshooting - Proactive IT support to improve employee collaboration and productivity - Scalable remediation to prevent issues from becoming widespread

1. Actionable Insights
Suffering in Silence: Why Don’t Users Report
MS Teams Performance Issues?
VP of Products & Innovation
Ben Menesi
Managing Director, North America
Carl Baumann
Digital Experience Monitoring
Sr. Solution Architect
Doug Davis

2. Overview
Enterprise Experience & Awards
2007
Initial software release:
• IBM Domino monitoring and
data analytics solution
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 licensing
2022
Announced OfficeExpert v4
• Digital Experience
Monitoring (DEM)
• Teams Call Quality
Troubleshooting
• Network Performance
Monitoring
• Real-Time Analytics
• 1M Endpoints Now

3. Agenda 1 Overview and Introductions
2
Why Do Digital Experience Issues Go Unreported?
➔ Report from Forrester Research (May 2022)
3
Digital Experience Ignored (numbers don’t lie)
➔ Business impact of unresolved Digital Experience issues
4
Challenges with MS Teams Digital Experience Monitoring
➔ Especially the “Last Mile” for remote workers
5
Finding That Needle in a Haystack, proactively
➔ Using a data-driven Spotlight and Metal Detector
6 Demonstration and Q&A

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 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. Call Setup Failures (time to reconnect)
1
Unacceptable Audio Jitter (garbled conversations)
2
What’s the cost of poor call quality?
Mid-Call Failures (dropped calls / reconnect)
3
Ignoring Digital Experience Issues …
Associated business productivity costs

8. Call Setup
Failures
3%
Measuring Costs of Productivity Loss – Customer Example
Unacceptable
Audio Jitter
12%
Mid-Call Failures /
Dropped Calls
7%
324,346 poor quality calls / month 22% of all Teams Calls
! Average of 1-minute negative impact per call
! 5,405 total hours of lost productivity every month!

9. IT Challenges for Digital Experience Monitoring
of Microsoft Teams
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.
Lack of single pane-of-glass 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?

10. Teams Remote
Usage
46%
Say at least ½ of workforce
will continue working remotely
24% of respondents
say over ½ of their
workforce will continue
to work remotely
2
21% say that between
¼ and ½ of their
workforce will work
remotely
3
24% say that between
a tenth and ¼ of their
workforce will work
remotely
4
22% of respondents say
that over ¾ of their
workforce will continue to
work remotely
1
PROBLEM: Work from Anywhere Impact …
Remote workers cause blind spots for IT support groups
Pulse survey results from June 2022 (100+ respondents from IT services and operations groups)

11. Transforming Hidden Data Actionable Insights

12. 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

13. 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
Spotlight Network Performance Issues
proactively identify users with ISP
routing anomalies or poor performance
from Home Office Wi-Fi
Increase Productivity
quickly remediate call quality issues
to improve the user experience
Identify Hardware Performance Issues
spotlight slow hardware that requires
upgrade or replacement

14. Customer Example: Teams Performance Issues
Call Quality Endpoint Monitoring Network Monitoring
 68% of all Teams calls
classified as poor quality
 2.2% of calls fail before
connecting
 6.98% of calls fail mid-call
Call Quality Analytics
 27% of monitored endpoint
devices with significant issues
 10% of monitored devices show
memory consumption of > 75%
 Disk IO slowness and CPU
latency issues found on 15% of
user devices
Device Hardware Network
6-Month History of Unreported Digital Experience Problems
 Large number of monitored
users show longer than optimal
round-trip-times (RTT) from
home offices
 VPN software appears to be
routing Teams voice traffic to
far away M365 data centers

15. Main Problem Identified
Customer Example: Teams Performance Issues
6-Month History of Unreported Digital Experience Problems
VPN software was hijacking
VoIP traffic through a separate
remote network location.

16. Customer Example: Teams Performance Issues
Call Quality Endpoint Monitoring Network Monitoring
 43% of all Teams calls
classified as poor quality
 2.0% of calls fail before
connecting
 4.7% of calls fail mid-call
Call Quality Analytics
 22% of monitored endpoint
devices had background
processes consuming resources
 14% of monitored devices show
memory consumption of > 75%
 Disk IO slowness and CPU
latency issues found on 25% of
user devices
Device Hardware Network
9-Month History of Unreported Digital Experience Problems
 5% of remote workers were
using slow ISP vendors
 Two satellite offices had poor
Wi-Fi performance on specific
floors / meeting rooms

17. Main Problems Identified
Customer Example: Teams Performance Issues
9-Month History of Unreported Digital Experience Problems
Scheduled Virus Scans were
running every morning when
users started their day!
2
1
Wi-Fi routers at satellite office
needed software patches!

18. Finding that Needle in a Haystack
Single Pane-of-Glass for Comprehensive Monitoring, Analysis, and Troubleshooting
1
2
3
DEM Solution ➔ empowers IT Operations groups with
data-driven insights to provide the best experience for
their users
Smart Agents ➔ deployed to each endpoint device gather
telemetry data from the user perspective
Proactive Remediation ➔ leverage detailed metrics to
identify performance issues and spotlight the area of
responsibility to analyze and fix --- QUICKLY

19. Actionable Insights
Demonstration

20. 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
Actionable Insights for Teams Voice Deployments

21. 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
assessment workshop
Start gathering your
endpoint performance
data now
Actionable Insights for Call Quality Troubleshooting
** minimum 1,000 seats

22. Actionable Insights
Questions and Answers
?

23. Webinar Survey
https://1wgguzw30h5.typeform.com/to/jSSiJO8x

24. Prize Drawing
Contact: carl.baumann@panagenda.com
+1 908-309-3997
Kevin @ Crown Castle

25. Thank you
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