Webinar Recording: https://www.panagenda.com/webinars/why-teams-call-analytics-is-critical-to-your-entire-business Nothing is as frustrating and noticeable as being in an important call and being unable to see or hear the other person. Not surprising then, that issues with Teams calls are among the most common problems users call their helpdesk for. Having in depth insight into everything relevant going on at the user’s device, local network, ISP and Microsoft itself during the call is crucial for good Microsoft Teams Call quality support. To ensure a quick and adequate solution and to ensure your users get the most out of their Microsoft 365. But did you know that ‘bad calls’ are also an excellent indicator of other problems arising? Precisely because it is so noticeable!? Like the canary in the mine, bad calls can be early indicators of problems. Problems that might otherwise not have been noticed for a while but can have a big impact on productivity and satisfaction. Join this session by Christoph Adler to learn how true Microsoft Teams call quality analytics helped other organizations troubleshoot bad calls and identify and fix problems that impacted Teams calls or the use of Microsoft365 in general. See what it can do to keep your users happy and productive! In this session we will cover - Why CQD data alone is not enough to troubleshoot call problems - The importance of attributing call problems to the right call participant - What call quality analytics can do to help you quickly find, fix-, and prevent problems - Why having retrospective detailed insights matters - Real life examples of how others have used Microsoft Teams call quality monitoring to problem shoot problems with their ISP, network, device health and more.

1. Upgrade Your Time
M365 MONITORING ESSENTIALS
Why Teams call analytics are
critical to your entire business
May 7th, 2024

2. Henning Kunz
COO
henning.kunz@panagenda.com
Host & Speaker
Femke Goedhart
Product Marketing
femke.goedhart@panagenda.com

3. Before We Start
All attendee lines are muted
This is to prevent interruptions during the
presentation.
X
The webinar is being recorded
After the webinar, we will send you a mail to give
access to the recording and presentation slides.
Please submit questions via
the Chat or Q&A panel
Your questions will be addressed directly during
the webinar or in the Q&A section after the
presentation.
Share your feedback with us
Use the link provided at the end to let us know
what we can do better.

4. Agenda
➢ About panagenda
➢ Short Recap Episode 1 & 2
➢ Why Microsoft Teams Support is different compared to other Services?
➢ Examples using OfficeExpert TrueDEM
➢ Q & A

6. About panagenda
• Founded 2007, privately owned and funded
• HQ in Vienna (Austria)
• Offices in Germany, USA and The Netherlands
• panagendians work from >20 different locations

7. MILLION
LICENSES
15
REDUCE
INFRASTRUCTURE
WORKLOAD
COST
ANALYZE
APPLICATIONS
SERVERS
MAIL
MANAGE
NOTES
NOTES WEB
NOTES MOBILE
www.panagenda.com
Your
Upgrade
Time
OPTIMIZE
MICROSOFT 365
MICROSOFT TEAMS
AND MORE

8. Microsoft 365 Monitoring Essentials – Webinar Series
Replays available

9. Digital Experience Monitoring
shifts the focus to the complete and individual ‘User Journey’

10. Most issues with Microsoft 365 Services…
are caused on/by the user's device, the local network and/or the ISP

11. Effective troubleshooting shouldn’t start
with a hunt for data
Device-, remote/company network-, ISP-data/details are crucial for M365 Support

12. Upgrade Your Time
Why Microsoft Teams Support is
different compared to other M365
Services?

13. Why Microsoft Teams Support is different compared to other Services?
- Realtime communications
- Multiple users impacted

14. Teams call quality importance
14 Source: https://www.microsoft.com/en-us/worklab/work-trend-index/will-ai-fix-work/

15. What bad call quality means monetarily to a company
40.469 Calls
(~20 sec = 225h)
14.761 Calls
(~1 min = 246h)
727 Calls
(~1min = 12h)
~480 h
per month
Audio issues
(Audio Jitter)
27%
Mid-Call Failures /
Dropped Calls
9,8%
Call Setup Failures
0,5%
Customer with >40k users and ~150k calls per month

16. Call quality overview

17. The first approach is not always the best …
Support is focused on getting rid of issues
(fighting symptoms and/or ‘cracking nuts with a sledgehammer’)
– Check for Teams client updates
– Restart computer or Teams
– Clear Teams Cache
– Repair or Reset Teams App
Very time consuming for both Support & Users and low success rate
– Scan for Malware
– Check for Corrupt Files
– Run a Network/Route Test
– Check for Windows Updates

18. The first approach is not always the best … (cont.)
Support is always behind
– Users normally don’t open tickets while having a call with issue, but afterwards
– Most users only open tickets if they are having consistently bad calls
CQD (Call Quality Dashboard) can maybe help, but
– Mostly shows only summarized and highly aggregated data

19. The path to success is that Support ‘always’ knows
• What happened on the user's device
• Which Network device/adapter was in use
• The network quality from the device to the specific Teams service
• All needed Teams Call related factors, like
– Detected issues during the call
– Changes during the call (e. g. codecs, WiFi channels, etc.)
– Audio, Video and Screensharing details

20. Upgrade Your Time
Example
using OfficeExpert TrueDEM

21. Pro-active support
• What is going on in my environment?

22. 22

23. 23

24. 24

25. Upgrade Your Time
Live Demo
OfficeExpert TrueDEM

26. Client App
Accurately monitor all your devices
Network/ISP/MSFT
The entire path
Call Quality
Ensure your SLAs are consistently met
Quality of M365
services
True User Experience
OfficeExpert

27. A user complains about call quality
• What happened during the call?

28. Conclusion
With OfficeExpert TrueDEM you see…
– See (near) real time analytics during and immediately after the call
– See the full context & ‘journey’ of the user
– See the impact of each individual user on a call
– See global, ISP, local network and individual insights

29. Questions?

30. Interested to know more about panagenda OfficeExpert TrueDEM?
www.panagenda.com

31. Your Feedback Matters to Us
THANK YOU!
THANK YOU!
Q & A