Product News

Ready to use insights on the status of your M365 Apps

In addition to showing you insights into the performance of key API’s of the Microsoft 365 platform, OfficeExpert TrueDEM now also shows you the impacted apps, platforms, and functionalities. This helps both local admins and helpdesk quickly understand the impact on your users!

Different plans for different needs!

We heard you! Many organizations have expressed interest in a user experience monitoring solution for Microsoft 365, specifically excluding Microsoft Teams. To address these specific needs and preferences, we have decided to offer TrueDEM in two separate ways: OfficeExpert TrueDEM M365 and OfficeExpert Advanced for Teams. This allows you to choose the solution and level of insight that best fits your needs and desires.

• OfficeExpert TrueDEM M365
  TrueDEM M365 gives you direct insights into your user’s experience on service, application, platform and functionality level. It gives you the ability to see at a glance, whether for instance Outlook is impacted, what it is impacting (e.g., is mail, calendaring or presence operating less than desirable), and on which platforms (web, desktop app or mobile). Now you can see immediately what is and isn’t working, and give your users the information they need to divert and keep working.
  With TrueDEM M365, you know exactly what is going on with M365 and where problems are, both bottom up (from each user’s perspective) and top down (organization, ISP and network-wide), so that you know where to focus your troubleshooting.

• OfficeExpert Advanced for Teams
  On top of all the benefits of TrueDEM M365, OfficeExpert TrueDEM Advanced for Teams gives you all the necessary benefits to quickly and effectively troubleshoot Microsoft Teams calls, down to your user’s devices, local networks and more, including all call participants. It offers a multitude of additional reports and gives all the information you need for both troubleshooting at first sight, as well as comprehensive deep diving.
  OfficeExpert TrueDEM Advanced for Teams offers you a single glass of pane view into everything that matters for identifying and troubleshooting degraded Microsoft Teams calls and user experiences, including real time and post analysis.

For more information about our license plans click the following link:

Enhanced call metrics

In this release we further enhanced the Microsoft Teams call metrics for you: On top of showing you the top memory/RAM- and CPU consuming processes for all your user’s calls, we now clearly indicate when potentially significant changes take place, making it easy for you to detect what was going on around the time when dips or enhancements in performance take (and took) place. This new feature goes beyond just memory and CPU monitoring. Changes can range from application updates and applied codecs, through switching of WLAN/Wi-Fi networks and BSSIDs, to the highlighting of degraded calls. All elements that can influence your users’ experience!

Next we invested a lot of time into providing you new and enhanced reports on a variety of topics like:

• Streamlined Microsoft Status report: Knowing what’s going on with the various apps and services of M365 is crucial but can be a bit confusing with Microsoft representing them as one table with all issues and informational alerts going on at the same time.
  TrueDEM brings together the advisories and incidents that matter to your organization, grouped by impacted services, and offers you an easy click through of what’s really relevant to you!
• New Reports for Outages: OfficeExpert TrueDEM now includes a ready to use post incident report to give you post analysis insights for impacted users, including impacted time per incident and user.
• Teams Version distribution: We’ve also added a report to show you all monitored devices together with the information about operating systems and Microsoft Teams versions. This report allows you to perform your own filtering and pivoting to be even more flexible in how you want to slice & dice your data.
• MTR report: Customers with OfficeExpert TrueDEM Advanced for Teams Rooms licenses can now significantly enhance the non-permanent Microsoft metrics with post analysis call metrics for all calls made on the monitored MTR devices.

Check out additional improvements in the full release notes and intermediate update notes for more information and updates!

We’re thrilled to let you know that we’ve been working hard to make TrueDEM even better! Our latest release aims to provide you with an even smoother experience and more comprehensive telemetry coverage, so you can get the most out of your Microsoft 365 environment. With this update, you’ll be able to gain even deeper insights into your system’s health and call performance. Here are just a few of the improvements we’ve made:

• The TrueDEM portal and navigation has undergone significant improvements. The homepage when opening TrueDEM has now been set to the portal and includes menus to access underlying reports and dashboards directly from the portal itself. Removing the need to use the browse folder options. The portal’s navigation has also been improved with breadcrumbs for easy navigation and a “Home” button on all Grafana dashboards & reports to easily get back. The existing folders under the Grafana Browse feature have been cleaned up with obsolete dashboards being moved to the Legacy folder.
• We expanded our coverage of the Microsoft 365 environment and included many more of the Microsoft 365 services in our impact and health monitoring. The Environment Status page which until now provided insight into your organizations experience score for Exchange, OneDrive, Teams and SharePoint has for instance been expanded to include all of the main E3 Microsoft 365 services. Including Delve, Yammer, Planner, ToDo and many others.
• For even better call quality troubleshooting, we redesigned our real time collection process and added more data points on the call quality debug and details pages. Providing you with direct insights into a user’s audio, video and screensharing activities during the call, analysis of top CPU consuming processes, and multiple new metrics for video sharing, screen sharing, and audio.

Overall, these and many other enhancements will aid you in better managing and supporting your users digital experience in Microsoft 365.

Check out the full release notes and intermediate update notes for more information and updates!

We know how important Call Quality analytics are to truly supporting your users when things fail. The problems experienced during calls are usually what is seen first and reported most often. We therefor invested a lot of time and effort into optimizing and expanding the metrics we collect during calls this release. And this is has resulted in a new Call Quality Debug page, which provides real-time metrics and insights into minute-to-minute call activity. Our new page replaces the existing Call Details page, streamlining data and providing more information about many aspects of the call. The “Impact of Issues” section shows which users are sending or receiving issues that affect others, while the user specific drill-down even allows you to see at what points a user was speaking, listening or muted.

All in all, a great way to research the impact and problem sources of any call your users might report problems with.

Simultaneously, we’ve also released a preview version of a new Real Time Metrics page, providing better insights into users’ call experiences both inside and outside of calls.

Need to know when things are changing and want to be alerted when services go down? That is now possible! With the first iteration of our new Alerting model, you can now receive notifications via email, text, Teams channel messages or any of a number of webservices or tools supported by Grafana notifications. Out-of-the-box alert rules have been set up for all Microsoft-reported issues on services licensed by you under your E3 or other subscriptions. To get you started.

Want to know what else changed? Check the full release notes here:

We’re excited to announce our latest release, featuring a range of new features and enhancements that will take your Digital Experience monitoring to the next level. The release includes an upgrade of the dashboarding platform to Grafana 9.x, ensuring you a more robust and reliable user experience on our dashboards.

In addition, we’re introducing the new OfficeExpert Portal, a central interface that will service all elements of the application going forward, simplifying finding the right information quickly and efficiently. The portal includes a range of new pages, including the User Search and Agent Support pages, as well as Microsoft Health and Environment Health pages, providing organizations with real-time insights into the health of their Microsoft M365 services.

To do so, we’re also introducing a new experience scoring system to qualify SaaS service performance, enabling organizations to gain deeper insights into how their services are performing based on real time metrics for their own users.

Several new reports will be released as well. Including the Wifi Quality during Calls preview report, providing users with insights into the quality of their Wifi networks during calls. The Corporate Network Call Quality dashboard gives insight into the call quality in relation to the network and ISP used, and the Enterprise Voice Dashboards and Direct Routing Optimization reports provide organizations with insights into how their users are using Enterprise Voice licenses and how to optimize them.

Check out the above and more on our release pages!