A disastrous Teams Town Hall meeting – How OfficeExpert TrueDEM helped isolate the cause
One of the hardest and most frustrating things about supporting users who are experiencing bad calls, is to get all the right information together. There are so many moving parts that can influence what users experience during a call. From authentication, to the device and peripheral equipment to local network and ISP to the Microsoft cloud itself. All can play a role in the quality of a call.
And all that, times the number of participants on the call, as the problem doesn’t have to originate with the participants experiencing it.
We see how difficult tackling bad calls is often and the example below is no exception. So, let us take you through how complex it can be to figure out what is going on and how User Experience monitoring can help isolate the cause.
The situation:
A large Teams Town Hall meeting was planned with almost 500 attendees at one of our customers. Attendees were joining from different locations and time zones from both home and office locations. The organizers were all in person at the same office location.
The problem:
The meeting started and all was going well until the organizer wanted to unmute an attendee. Bringing them into the discussion on screen. The unmute didn’t seem to work and instead, all of the sudden, audio quality started to break down. For 12-15 minutes, participants were complaining of having trouble hearing or understanding what was going on.
Take that against the 500 attendees, and you have more than 100 hours of potential productivity loss!
Understandably, this caused a lot of uproar with even C-level attention. And as a consequence, the IT department was tasked to research what happened.
With the aid of OfficeExpert TrueDEM, we will look at this disastrous Teams Town Hall call to see what happened and what could be done to prevent it from happening again.
Read the full article by Stefan Fried on our blog A disastrous Teams Town Hall meeting – How OfficeExpert TrueDEM helped isolate the cause