The IT support challenges imposed by today’s remote work structure are impacting organizations globally. Business communication and collaboration platforms such as Microsoft Teams are vital solutions that enable employees to work outside the office and maintain productivity. Proprietary business communication platforms such as Microsoft Teams play one of, if not the most important role in ensuring flawless communication and workplace productivity. panagenda recently surveyed over 100 business leaders in IT operations groups at different enterprise organizations to better understand the common issues and complexities with supporting Microsoft Teams in a work from anywhere environment.
Microsoft Teams is here to stay for digital collaboration and communication – but IT departments face big challenges in providing a great digital experience for their employees.
The impacts of the “Work from Anywhere” culture are stressing IT support desks and the repercussions are being felt across all departments at enterprise organizations worldwide.
Our results show that Microsoft Teams adoption is widespread and growing, but organizations are facing several support challenges due to legacy hardware issues and blind spots with the network performance of remote workers. Many employees will never call the helpdesk to complain about their performance problems. It is the responsibility of IT operations and support groups to identify users experiencing issues and optimize their digital experience.
Employees are relying on their home networks and ISPs to support their connectivity needs for business communications and collaboration. But how well are their personal infrastructures holding up?
Data collection from: Mar 24 – Apr 25, 2022Respondents: 102
Enterprise Organizations Depend on Microsoft Teams Voice
Most IT leaders from enterprise organizations report that Microsoft Teams adoption would continue to grow within their organization.
49% said that their adoption of Microsoft Teams Voice is at least half of their company or significantly higher.
WHAT PERCENTAGE OF YOUR ORGANIZATION IS USING MICROSOFT TEAMS FOR PEER-TO-PEER VOICE CALLS AND ONLINE MEETINGS?
Inner: % of respondents
Outer: % of colleagues using Teams for voice calls
In today’s work-from-anywhere environment it is no wonder that our survey results show many organizations have a large number of their employees working remotely on a regular basis.
46% reported that over half of their workforce is using Teams outside of an office location.
WHAT PERCENTAGE OF YOUR EMPLOYEES ARE WORKING REMOTELY USING MICROSOFT TEAMS ON A REGULAR BASIS?
Left: % of colleagues working remotely | Right: % of respondents
Digital Experience Issues Challenge Enterprise IT Operations
Employees around the globe are relying on their home networks and ISPs to support their connectivity needs for business communications and collaboration. But how well are their personal infrastructures holding up?
On the survey question related to the common Root-Cause for Teams performance issues, one of the top responses was for “Work from Home – Networking Issues”. This shows that unmanaged networks are a problematic blind spot for IT support groups.
WHAT ARE THE MOST FREQUENT COMPLAINTS YOU HEAR FROM YOUR END USERS WHEN IT COMES TO MICROSOFT 365 AND TEAMS?
Garbled conversations and dropped calls are noticeable performance problems that users cannot disregard. That single issue of call quality stems from both network performance anomalies and slow computers.
OVER THE PAST TWO YEARS, WHAT WERE THE TOP FACTORS YOU'VE IDENTIFIED CAUSING BAD MICROSOFT TEAMS CALL QUALITY?
These results showed that the Microsoft 365 cloud services environment was not to blame for the reported Microsoft Teams performance issues.
This next consideration also showed up in the survey question about network performance for users working remotely.
The following chart shows that over half of respondents reported a significant number of helpdesk trouble tickets for those type of networking issues.
WHAT PERCENTATGE OF IT SUPPORT TICKETS EVERY MONTH ARE RELATED TO TROUBLESHOOTING REMOTE USERS UNMANAGED NETWORK ISSUES?
Left: % of respondents | Right: % of support tickets
Further, the results made clear that IT operations groups are struggling to provide the best digital experience for their Microsoft Teams users.
A large proportion of the respondents listed a high percentage of helpdesk tickets opened monthly to address performance issues for Microsoft Teams.
WHAT PERCENTAGE OF YOUR IT SUPPORT TICKETS WOULD YOU ESTIMATE ARE RELATED TO MICROSOFT TEAMS ISSUES EACH MONTH?
71% of companies need 2-3 different IT support groups to handle investigating and troubleshooting Microsoft Teams call quality issues.
These different support groups often include Desktop Support, Networking Engineering, and M365 / Teams Support. Each group is responsible for analyzing their part of the end-to-end journey for Teams voice traffic.
HOW MANY DIFFERENT SUPPORT GROUPS DO YOU TYPICALLY NEED TO INVOLVE WHEN INVESTIGATING A TEAMS CALL QUALITY ISSUE?
Inner: % of respondents
Outer: Support group size
57% of respondents stated that troubleshooting time to research, analyze and resolve a Teams call quality issue was over 4 hours, and 17% said it was over 2-days.
The extended troubleshooting time is most likely because multiple IT support groups need to be involved to gather information from separate logs and assess the underlying issues.
ON AVERAGE, HOW MUCH TIME WOULD YOU ESTIMATE BEING SPENT TROUBLESHOOTING AND RESOLVING A HELPDESK TICKET ABOUT AN EMPLOYEE’S TEAMS CALL GONE WRONG?
Inner: % of respondents
Outer: Duration solving a helpdesk ticket
Respondent Breakdown
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DIGITAL EXPERIENCE MONITORING & OPTIMIZATION
Common Issues with Microsoft Teams Performance
Pulse Survey Report 2022 (17 pages)