Recording: https://pan.news/20210506 Abstract: IT administration and support has shifted their focus over the past few years – USER experience is now CRUCIAL. Enterprise organizations are looking for ways to improve usage and adoption for technologies at the heart of digital transformation, especially Microsoft Teams for calls and meetings. This has prompted IT support groups to find better methods to track and identify quality issues, especially for users working remotely. Traditional network monitoring tools are optimized for data centers and centralized office locations where employees would access SaaS cloud applications from the corporate infrastructure. These tools no longer work in today's enterprise landscape with many users working from home. Instead, enterprises need a holistic monitoring tool that provides end-to-end visibility into the employee experience, regardless of where they are working. In this webinar, you will receive an introduction to OfficeExpert Endpoint Performance Monitoring (EPM). This new module provides data analytics for Microsoft 365 performance and availability from the end-user perspective. If you want to know the truth about your Teams call quality experience, then please join us to see how actionable insights can speed troubleshooting and help remediate issues before they become escalations from an executive. During the webinar demonstration you will explore topics that include: • Proactive monitoring for home office network performance • Identify slow ISP’s causing poor call quality for remote users • Detailed analytics for end-point computers (CPU, memory usage, patch levels, etc.) • Fast troubleshooting for call quality issue resolution Speakers: Joel Oleson (Microsoft MVP), Ben Menesi, Carl Baumann

1. Actionable Insights
Teams Call Quality Troubleshooting VP of Products & Innovation
BEN MENESI
Managing Director, North America
CARL BAUMANN
Endpoint Performance Monitoring
Microsoft MVP – Modern Workplace
JOEL OLESON

2. Agenda 1 Who is panagenda?
2 Customer Issues with Call Quality Troubleshooting
3 Solution Overview: OfficeExpert EPM
4 Real World Example Use Cases
5 Demonstration
6 Q&A

3. 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)
• 6 enterprise customers
evaluating EPM solution

4. 145M
145 million daily users for Microsoft Teams
which is a 400% increase since March 2020.
- Microsoft financial report in April 2021
Teams Users

5. IT Challenges for Troubleshooting
Call quality issues are
rampant due to work from
home requirements.
Enterprise organizations
deploying Teams Voice to
replace PBX’s and other
VoIP systems.
IT support needs help
finding and fixing Teams
call quality issues.
Blind spots make troubleshooting impossible
Legacy monitoring tools designed for Business Offices
Lack of visibility for Home Office user experience
Unable to monitor endpoint performance issues

6. Customers Issues with Call Quality
Troubleshooting Proactive Support Usage Patterns
▪ Single pane-of-glass for
research and analysis
▪ In-depth telemetry for voice
call performance
▪ End-to-end networking
details for remote users
▪ CPU and memory usage
▪ Identify processes running
on computers causing issues
Full Visibility
▪ Slow, legacy computers
▪ Upgrades for home office
networking equipment
▪ ISP switchovers
▪ Reconfigure background
processes on user devices
▪ Replace unsupported headsets
Actionable Insights
▪ Monitor meetings / calls by
department and geography
▪ Reporting for meeting structure
(internal vs. external attendees)
▪ Reporting for meeting types and
duration for attendees
Monitor Usage Trends
Requesting help to manage their Teams voice deployments

7. Transforming Hidden Data Actionable Insights

8. End-to-End Visibility for Teams Voice Performance
Call Quality Troubleshooting
leverage detailed metrics to perform
root cause analysis +100
Reports and Dashboards
for Endpoint Performance Monitoring
Transforming Hidden Data into Actionable Insights
Spotlight Poor 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
Seamless Remote Worker Experience
identify legacy hardware that requires
upgrade or replacement

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

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

11. Measuring the End-to-End User Experience
Time to Egress Time to MSFT Front Door to Data Center
Time to Front Door
Modeling the journey segments
Device Problems
LAN / WIFI issues
ISP Problems
Slow or saturated network
Gateway region change
Product specific service degradation
Service outage
VPN Routing Issues

12. E X A M P L E C U S T O M E R
65,000
Seats (Large Organization)
200
Pilot users including executives
2
Little time available to perform
analysis and troubleshooting
MONTH PILOT
Use Case #2
Driving Adoption for Teams
Business Value Use Case
Pilot for Teams Voice ➔ Validate Call Quality
✓ Comparing Zoom capabilities and call quality to Teams
✓ Includes 25 Executives and their admins
✓ Customer has been using Zoom for 2-years
✓ Replace Zoom decision depends on outcome of Pilot user feedback
Use Case #1
Problem Scenario
Executive Reports Issue
Complains about multiple calls with terrible quality
the previous week. He was in different locations.
Review CQD and Logs
Try to review CQD reports for the days of the
reported issues and starts to pull additional logs for
analysis.
No Resolution – Delays Pilot
CQD report shows that all calls were OKAY, no issues.
Problem is escalated to Microsoft as Executive
continues to experience poor call quality.
IT Support Group Investigates
Technology specialist assigned to pilot team tries to investigate
but cannot meet with Executive or Admin for 1-week.
Use Case #3

13. Expand Deployment of Teams Voice ➔ Need Fast Troubleshooting
✓ Pending decision point to purchase additional E5 / Enterprise Voice licenses
✓ CIO hesitant to continue with Teams Voice deployment based on reported issues
✓ New security / virus scanning software deployed recently
✓ Go-no-Go decision coming in 2 months
40,000
Seats (Large Organization)
50%
Deployment for Teams Voice so far
6
Before EA renewal and need to decide on
upgrading more users to Teams Voice
MONTHS
Driving Adoption for Teams
Business Value Use Case
Use Case #2
Use Case #1
E X A M P L E C U S T O M E R
Problem Scenario
Multiple Call Quality Issues
Teams issues for calls and meetings reported to IT
helpdesk regularly, especially from Executives.
Root Cause May Be Security Software
Unable to view logs on employee computers to identify if
background processes are impacting performance.
Problems continue unresolved.
No Visibility for Remote User Experience
Most users reporting issues are working from home office. No
visibility into background processes running on computers.
Frustrated IT Support Team
Too many blind spots in the end-to-end experience for
users. Blame game between IT and Microsoft on what the
true cause is for the ongoing issues.
Use Case #3

14. Real-world telemetry
Findings: Most frequently observed processes during Teams calls
Outlook
Internet Explorer
PowerShell
Windows Explorer
WMI Provider Host
Svchost
Google Chrome
McAfee Scan
Microsoft Teams
5
6
8
9
13
25
43
5
5
10% < CPU < 30%
30% < CPU < 50%
50% < CPU

15. Real-world telemetry
Findings: Top process spikes destroying end-user call experience
McAffee
Native
Encryption
Tenable
Nessus
Virtual
Machine
Mgmt
Service
Crss.exe
McAffee
Endpoint
Security
Microsoft
Word
Local
Security
Auth.
Service
McAffee
DLP
McAffee
Compatibility
ZscalerTunnel
McAffee
Enterprise
49.22%
60.04%
61.12%
63.80%
67.97%
68.33%
68.81%
71.51%
82.48%
83.46%
92.53%

16. Improve User Experience ➔ Early Warning System for Outages
✓ Recently purchase additional E5 / Enterprise Voice licenses
✓ Majority of employees still working from home
✓ Distributed helpdesk in six different regions
✓ No monitoring solution for Microsoft 365 service availability
100,000
Seats (Large Government Organization)
100%
Fully Deployed on Microsoft 365
4
Transitioned completely to the Microsoft
cloud platform in 2017
YEARS
Driving Adoption for Teams
Business Value Use Case
Use Case #2
Use Case #1
E X A M P L E C U S T O M E R
Problem Scenario
Support Calls Flooding Helpdesk
130 calls received by 7:00 AM at different helpdesk
locations all reporting issues about Teams access.
IT Group Scrambling to Find Issues
Spending time researching internal network and
firewall gateways to verify if it is their problem or
Microsoft’s.
CIO Receives Call from Executive
Angry call from executive who is trying to start his Teams meeting
with important customer. Teams is apparently offline.
Finally, Microsoft Announces Outage
90-minutes after first calls come into the Helpdesk there is
an announcement of service outage from Microsoft, but
very few details on what services are affected.
Use Case #3

17. Microsoft Service Performance Monitoring
Findings: Outage Detection

18. Actionable Insights
Demonstration

19. 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

20. Next Steps
www.panagenda.com
BROCHURES CASE STUDIES WEBINARS DEMOS DATA SHEETS
Offering 60-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

21. Actionable Insights
Questions and Answers
?

22. Prize Drawing
Contact: carl_baumann@panagenda.com
+1 908-309-3997
Kevin @ Crown Castle (May 2020)

23. Thank you
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