Link to recording: https://www.panagenda.com/webinars/are-blind-spots-in-your-unmanaged-networks-impacting-microsoft-teams-performance/ A webinar by Ben Menesi, Doug Davis & Carl Baumann Has your company transitioned to Microsoft Teams as the standard Telecom solution for internal and external calls / meetings? If you have gone down this path, then you need to attend this webinar. This will be an eye-opening and insightful presentation on the network blind spots that cause the most challenges for IT support when troubleshooting Teams call quality issues. While valuable as a high-level oversight tool, the MS Teams Call Quality Dashboard (CQD) doesn’t help isolate what problems are causing issues, especially for networking performance. This is painfully true for remote workers where IT support groups have visibility gaps for home networks, internet service providers (ISPs), and endpoint computer performance. What’s needed for fast troubleshooting is full visibility into each segment of the journey for Teams voice traffic – from the user endpoint to the Teams cloud service. Those insights help clarify whether a performance problem is on the Microsoft side, the local network, the ISP, or the client device. Please join us for this webinar to hear how unmanaged networks for home office users could be negatively impacting Teams performance for enterprise voice. During the webinar you will receive an introduction to OfficeExpert Endpoint Performance Monitoring (EPM). This new SaaS solution provides data analytics for Microsoft 365 and Teams performance from the end-user perspective, including all the details of their local network and ISP. If you want to know the truth about your Teams call quality experience for remote users, then you should see how actionable insights can speed troubleshooting and help remediate issues before they become escalations to the helpdesk. What you will learn: - Real-Time monitoring for remote user call quality performance in Teams - Detailed analytics for home office networks (Wi-Fi Signal Strength, Network Speeds, etc.) - In-Depth metrics for ISP performance - Fast troubleshooting for call quality issue resolution

1. Actionable Insights
Are Blind Spots in your
Unmanaged Networks
Impacting Teams Performance?
VP of Products & Innovation
BEN MENESI
Managing Director, North America
CARL BAUMANN
Digital Experience Monitoring
Senior Solutions Architect
DOUG DAVIS

2. Overview
Enterprise Experience & Awards
2007
Initial software release:
• IBM Domino monitoring and
data analytics solution
2009
Surpassed 150 customers:
• Customers in 20 countries
• Opened new EMEA offices
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
2021
Announced OfficeExpert v4
• M365 Usage Analytics
• License Optimization
• Endpoint Performance
Monitoring (EPM)
• 4 enterprise customers
running EPM in production
• 10 enterprise customers
evaluating EPM solution

3. Agenda 1 Statistics from the industry
2 Webinar Poll: WFH Impact on IT support tickets
3 Digital User Journey & Corporate IT
4 Examples from the field
5 Demonstration: Endpoint Performance Monitoring
6 Q&A

4. IT Support & The Hybrid Workplace
How many trouble tickets are related to home office network performance?
16-20%
$2.13
40-60%
Overall ticket volume increase
Average CPM for voice support
MTTR increase due to WFH
$1.60 Average CPM for ticket handling
(Zendesk, 2021)
(BMC, 2019)
(BMC, 2019)
(panagenda, 2022)

5. Webinar Poll: Issues From Unmanaged Networks
How many trouble tickets are related to home office network performance?
Place your vote on the frequency of Helpdesk calls related
to Home Office Network performance issues?

6. Measuring the End-to-End User Experience
The journey always starts at a user device
Office Workers

7. Measuring the End-to-End User Experience
The journey always starts at a user device
Remote Workers
Home Network Internet Service
Provider
Microsoft

8. User Experience: The Blame-game
Pointing fingers with no data
Home Network
Internet Service
Provider
Microsoft
95%+ 3-5% <1%
90%
0% 0%
Root Cause
Available
Telemetry

9. Corporate IT’s Role
Putting an end to the blame-game
Home Network
Internet Service
Provider
Microsoft
 Cross-vendor coordination
 End user interaction
 Root cause analysis
 Ensuring optimized digital
user experience
Corporate IT responsibilities:

10. IT Challenges from Unmanaged Networks
Microsoft Teams call quality
issues are rampant due to work
from home requirements.
Enterprise organizations are
relying on Teams voice for
all calls / meetings.
Difficult to setup trace routes and view upload / download speeds
Lack of visibility for Remote / Home Office user experience
Missing information on ISP performance
Legacy monitoring tools designed for Business Offices
IT operations groups are
spending days to perform
troubleshooting.

11. Transforming Hidden Data Actionable Insights

12. End-to-End Visibility for Teams Voice Performance
Call Quality Troubleshooting
leverage detailed metrics to perform
root cause analysis quickly +100
Reports and Dashboards
for Endpoint Performance Monitoring
Transforming Hidden Data into Actionable Insights
Spotlight Poor Network Performance
proactively identify users with ISP
routing anomalies or poor
performance from Home Office Wi-Fi
Improve Digital Experience
quickly remediate call quality issues
to improve the user experience
Monitor Endpoint Device Performance
identify legacy hardware that requires
upgrade or additional memory

13. EXAMPLE SCENARIO
Users working remotely from home
Inconsistent ISPs
Some users experiencing slow performance
Multiple Users
Complaints coming in from different users
Poor Call Quality Reported From Several WFH Users
Terrible Microsoft Teams Call Quality
Bad Performance During Calls / Meetings from Home Offices
 Multiple users report bad call quality during meetings (Calls Dropped, Jitter, Garbled Voices)
 Users report that call quality is better when working from the Office
 Bandwidth tests indicate decent speed
 WiFi strength consistently around 100%
Home Offices

14. EXAMPLE SCENARIO
Users working remotely from home
Inconsistent ISPs
Some users experiencing slow performance
Executive User
Complaints coming in from different users
Packet loss observed during Microsoft Teams calls
High Packet Loss at home
Executive reporting shaky Teams calls
 User works from home
 WiFI is decent and recent router change
 Bandwidth looks great but high packet loss observed
Home Offices

15. EXAMPLE SCENARIO
Working from remote office or hotels
New Computer
1-month old with recent upgrade to M365
New on Teams
Little experience with Microsoft Teams
Different Experiences During Extended Travel
The one with the forgotten hotspot
Sudden decrease in network performance
 Experiences voice Jitter on half of her calls
 Using VIDEO during calls will freeze up Teams session
 Computer is up-to-date with all latest Microsoft patches
 Computer runs fine when using other Microsoft products (Word, Excel, Outlook, etc.)
Traveling Exec

16. Common Causes For Unmanaged Network Issues
Legacy
Hardware
Poor ISP
Performance
Network
Routing Issues
 Old WiFi Routers
 Old Cable Modems
 Old Wireless Cards
 Long Peering Distance
 Too Many Hops / Long RTT
 Dropped Packets
 VPN Routing Anomalies
 Hardcoded / Static Routes
 No Failover Routes

17. Actionable Insights
Demonstration

18. 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

19. 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

20. Actionable Insights
Questions and Answers
?

21. Prize Drawing
Contact: carl.baumann@panagenda.com
+1 908-309-3997

22. Thank you
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