Webinar Recording: https://www.panagenda.com/webinars/survey-results-common-problems-with-microsoft-teams-call-quality/ If you want to know how other enterprise organizations are struggling with their Teams voice deployments, then you must attend this webinar. We just finished our Pulse Survey from companies that are relying on Microsoft Teams for calls and meetings and would like to share the shocking results. If you think call quality troubleshooting is taking you a long time, then you will want to hear how other IT operations groups are doing! Please join us for this webinar to learn about the most common performance issues for Microsoft Teams and what are the likely root-causes. The conversation will summarize the recent survey results and go into detail on the methods and tools used by IT operations groups to investigate and analyze their employees’ digital experience. During the webinar you will also receive an introduction to the OfficeExpert product and see some real-world examples of how this SaaS solution provides accurate performance measurements and enables IT support groups to quickly troubleshoot issues. During the webinar you will also learn about the Maximum Limits for device hardware and networking performance to ensure acceptable Teams call quality performance. What you will learn: - What are the Max CPU and Memory Usage Limits? - What is the redline you cannot cross for Round-Trip-Times (RTT)? - How to determine bad ISP performance? - Why getting to the Microsoft Cloud Global Network quickly is so important!{}

1. Actionable Insights
Teams Performance Issues?
Survey Results – 100 responses
VP of Products & Innovation
Ben Menesi
Marketing Manager, North America
Karl Sand
Digital Experience Monitoring
Sr. Solution Architect
Doug Davis

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 licensing
2022
Announced OfficeExpert v4
• Digital Experience Monitoring
(DEM)
• Teams Call Quality
Troubleshooting
• Network Performance Monitoring
• Real-Time Analytics
• 1M+ Endpoints Monitored

3. Agenda 1 Overview and Introductions
2 Growth of Microsoft Teams  HUGE
3 SURVEY: Common Complaints for Teams Performance
4 SURVEY: Reasons for Teams Performance Issues
5 Teams Performance Troubleshooting Demonstration
6 Q&A

4. 270M
270 million monthly users for Microsoft Teams
HUGE active usage increase since March 2020.
- Microsoft financial report in January 2022
Teams Users

5. Microsoft Teams Adoption
Supporting “work from anywhere…”

6. Is anyone calling the
Helpdesk to complain?
What are the common issues
reported by users?
SURVEY: Any Performance Issues w/ Microsoft Teams?
How is the Digital Experience for your employees?
How long is it taking to find
the root cause problems?

7. HelpDesk Calls About Teams Performance Issues
55%
1% to 5%
of all trouble tickets
1
42%
6% to 10%
of all trouble tickets
2

8. What Are They Complaining About?
Common problems reported to the helpdesk…
Slow hardware performance..
33%
Teams Audio / Video…
53%
Slow home network…
39%

9. Webinar Poll: Actual Root Cause for Performance Issues
Select your Top Choice
Place your vote for the most common Root Cause impacting Teams performance
issues (Hardware, Networking, M365 Cloud, etc.)

10. 20%
Slow ISP Performance
4
Root Causes for Teams Performance Issues
Most common problems responsible for poor performance
VPN Routing Problems
3
27% 52%
Home Office Network
Performance
2
61%
CPU and Memory
Usage Limitations
1

11. Teams Remote
Usage
46%
At least ½ of workforce is
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
Work from Anywhere Impact …
Unmanaged networks are blind spots for IT support groups

12. Legacy Hardware Impact …
Old computers responsible for poor performance
12% of respondents
say over ½ of their
computers are Too OLD
2
33% say that between
¼ and ½ of their
computers are OLD
3
35% say that between
a tenth and ¼ of their
computers are OLD
4
6% of respondents say
that ¾ of their computers
are Too OLD
1
Most common hardware refresh cycles are 3 – 4 years!

13. Webinar Poll: Hardware Limitation Issues
Select your Top Choice
Place your vote on how many computers in your organization ONLY have
8GB of RAM installed (> 75%, 50%-75%, 25%-50%, < 25%)

14. Legacy Hardware Impact …
Old computers responsible for poor performance
30% of respondents
say that ¾ or more of
their computers
21% of respondents
say that ½ or more of
their computers
14% of respondents
say that ¼ or more of
their computers
19% of respondents
say that a tenth or
more of their computers
8GB of RAM installed

15. IT Support Troubleshooting Challenges …
How long does it take to analyze and RESOLVE an issue?
41% of respondents say
that it takes 4 – 8 hours
2
12% of respondents say
that it takes 2 – 3 days
3
5% of respondents say
that it takes 3 – 4 days
4
37% of respondents say
that it takes 2 – 4 hours
1
 Gather Data / Metrics
 Assess Findings
 Identify Root Cause
 Validate Assumptions
 Start Resolution

16. IT Support Troubleshooting Challenges …
How many IT support engineers are assigned?
15% of respondents
say that 1 person
handles the ticket
71% of respondents
say that 2 - 3 people
handle the ticket
12% of respondents
say that 3 – 4 people
handle the ticket
2% of respondents say that it
takes more than 4 people!
Coordinated Research & Resolution

17. Separate Support Tools for Troubleshooting
Endpoints Networking Microsoft Cloud
 System Logs
 Event Logs
 Task Manager
 Windows PerfMon
 Firmware Versions
 Headset Device Performance
 CPU and Memory usage
 Background processes
running on computers
Device Performance
 Trace Routes
 VPN Connectivity Logs
 ISP Logs
 Network Topology
 Network Planner
 Network Monitoring (ipMonitor,
Zabbix, Nagios Core, etc.)
 ISP Monitoring (ISP Watchdog,
Thousand Eyes, etc.)
LAN & ISP Performance
 connectivity.microsoft.com
 Call Quality Dashboard (CQD)
 Call Analytics
 Real-Time Analytics
 M365 Service Communications API
 Network Connectivity in the
Productivity Score
 Round Trip Times (RTT)
 Peering Distance to Datacenter
Cloud / Data Center
Analyzing call quality performance by DX segment

18. Optimized Teams Call Quality Troubleshooting
Reduce troubleshooting time from Days to Minutes
Endpoint
Device Logs
Trace Route
Logs
Network Logs
ISP Logs CQD Metrics
Call Details
Full Visibility

19. Optimized Call Quality Troubleshooting
Reduce troubleshooting time from Days to Minutes
Full Visibility
Proactive identification of call quality issues for remediation
All performance metrics aggregated and integrated
Fast research, analysis, and troubleshooting from a single UI
Empowers a single IT support engineer with the big picture

20. Actionable Insights
Demonstration

21. 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 fast remediation for
any call quality issues
Accelerate ROI for Microsoft 365
by driving advanced functionality in
Teams for improved collaboration
Actionable Insights for Teams Voice Deployments

22. 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

23. Survey Results White Paper
Publishing in JUNE …

24. Actionable Insights
Questions and Answers
?

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

26. Thank you
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