Lessons Learned - Insights to Improve Support for MS Teams in a Hybrid Work Environment
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The document discusses the challenges of digital experience monitoring in Microsoft Teams, especially for remote workers, highlighting the prevalence of unreported call quality issues and their impact on productivity. It presents case studies demonstrating real-world problems and solutions for improving call quality through better analytics and proactive remediation. Additionally, it outlines the business value of deploying actionable insights to enhance team collaboration and reduce IT support burdens.
Lessons Learned - Insights to Improve Support for MS Teams in a Hybrid Work Environment
- 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
- 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
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