TrueDEM Knowledge Base

TrueDEM® Agent Status

Mon, 01 Jan 0001 00:00:00 +0000

The TrueDEM® Agent Status page gives you insight into the distribution of TrueDEM® (EPM) agents within your organization.

It provides insight into the number of recently active Agents (these are agents from which we received data in the last 21 days). As well as provides insight into the agent versions that are currently installed at your user’s devices. As updates can occur staggered and depend on the user restarting their pc, it is possible that not all agents are updated at the same time with a new release. Also be aware that for MacOS agents, a different versioning applies.

All Calls on WiFi for Single User

Mon, 01 Jan 0001 00:00:00 +0000

This page delves into the substandard WiFi networks used for Teams calls of a single user. It offers a grouped list of SSIDs that the user utilized during Teams calls. If the user employs multiple SSIDs, one can easily identify in the TrueDEM WiFi Score column which SSID meets the WiFi quality standards for Unified Communications more effectively. By expanding an SSID, a detailed list of calls will be displayed. These calls are clickable and will redirect you to the real-time call page. The list facilitates a quick understanding of whether all calls are affected by not meeting the quality standards or only a few of them.

Analyzing a Bad Microsoft Teams Call

Mon, 01 Jan 0001 00:00:00 +0000

When a call goes bad, resist the urge to blame the first thing you see. Follow a repeatable sequence.

A five-step method

Access the call data for the affected meeting.
Spot the affected participants — degradation is usually not symmetric.
Analyze each participant’s experience — was it audio, video or screen share; send or receive side?
Pinpoint potential sources — device load, Wi-Fi, ISP, or cloud path.
Diagnose and remediate the root cause, then validate on a follow-up call.

Reading the media metrics

Map symptoms to metrics: choppy audio points to jitter and packet loss; lag points to round-trip time; frozen video often follows bandwidth starvation on a congested link.

Call Insights

Mon, 01 Jan 0001 00:00:00 +0000

Call Insights enables customers to evaluate a call efficiently without reviewing all the various call metrics. The highlevel information is available on the Call Debug Level dashboard , indicated by the following panel visible above the map:

Clicking on the panel opens the Single Call Insights Dashboard.

On the dashboard there are several tables that give information on the types of insights we’ve found, the users impacted by them and the networks the users who experienced them were working on. Insights are comprised of an analysis of several factors occuring during the call in certain combinations. They generally point at unusual or potentially problematic situations and can help administrators in determining the causes of issues more quickly. The list of Insights as determined so far is listed below and this can be exapanded with more insights as we go forward.

Client Requirements for TrueDEM

Mon, 01 Jan 0001 00:00:00 +0000

Windows Platform Requirements

Suuported Platform
Windows 10, version 1709, and later
Device Join
User Device must be either:
- Entra ID joined
- Hybrid Entra ID joined
- Entra ID registered
Accessable Domains:
The Client need to be able to connect via TCP 443 (SSL) to
- *.truedem.com
- *.truedem.app
- *.epmapi.com
- *.servicebus.windows.net
Ensure that proxy authentication is not required and SSL inspection is disabled for these domains. Large enterprises should implement split tunneling for communications to the mentioned endpoints.

User Experience - Device Insights

Mon, 01 Jan 0001 00:00:00 +0000

The Device Insights page shows an event line for Networking, Device and Call quality information for the selected device (in the top). It will provide a comprehensive and at-a-glance overview of a user’s device activity over the last 7 to 21 days, aiming at showing you: “Everything about this user on this device that I need to see”. You can easily switch devices by using the device selection at the top.

Real User Experience Score

Mon, 01 Jan 0001 00:00:00 +0000

Properly monitoring end-user experience on SaaS platforms is a highly advanced topic. But we know that understanding the results should not be. So, we provide results in the form of an easy-to-understand score. Think of it like a test score in school – 100 is the best score you can get, and 0 is the worst.

How Should I Read the Scores?

Our scores come out of the box with a few built-in ranges.

Getting Started with TrueDEM

Mon, 01 Jan 0001 00:00:00 +0000

You are just a few clicks away from using TrueDEM. Please make sure to follow the instructions below.

Step 1: Microsoft Entra ID App Consents

Before using TrueDEM, you must add Microsoft Entra ID Enterprise applications and give admin consent.

App1: TrueDEM API

The first application is an App for API access between our Services. It contain only two default Delegated permissions.

To add it, please click the following Link and give admin consent:

High CPU and Memory Slowing Down the User Experience

Mon, 01 Jan 0001 00:00:00 +0000

Sustained high CPU or memory pressure is one of the most common — and most overlooked — causes of a poor digital experience. Applications feel sluggish, calls stutter, and users open tickets that look like “the network is slow” when the real bottleneck is local.

Symptoms

Applications take seconds to respond to input.
Microsoft Teams audio or video degrades only on one participant’s side.
Fans spin up; the device feels hot.

How to diagnose

Start by correlating the complaint window with resource counters on the device. Look for a process consistently consuming a large share of CPU, or memory usage that stays near capacity so the system pages to disk.

TrueDEM® Homepage

Mon, 01 Jan 0001 00:00:00 +0000

This is the first page you will see when you enter the TrueDEM Portal. This is your starting point for information and troubleshooting of Microsoft 365 services and also the User Search page. Navigation is done through the menu options on the left. Which menu items you see here depends on your license, but the five below are available to all.

From the Home page, you can explore the following topics:

Latency, Jitter and Packet Loss Explained

Mon, 01 Jan 0001 00:00:00 +0000

Real-time media is unforgiving. Even small amounts of jitter or packet loss produce audible and visible degradation long before a file download would notice.

The three metrics that matter

Latency (round-trip time): delay between endpoints. Above ~300 ms, conversation becomes awkward.
Jitter: variation in packet arrival timing. Above ~30 ms, audio buffers struggle.
Packet loss: dropped packets. Above ~3% (0.03), audio breaks up and video freezes.

Locating the problem on the path

Work hop by hop from the endpoint outward: local Wi-Fi link, home or office router, ISP, then the path into the cloud provider’s network (ingress). Comparing metrics at each segment tells you whether the issue is local, at the ISP, or beyond your control.

Managed Network Details

Mon, 01 Jan 0001 00:00:00 +0000

This dashboard provides a comprehensive overview of the selected managed network and serves as an initial point for further analysis.
Currently, its primary focus is on Teams calling elements, however, additional features will be incorporated over time.

Benefits of using the Page

Determine the extent of Teams Calling issues on the network.
Identify the most affected media type (A/V/VBSS).
Check for the implementation of best practices such as TCP usage or non-standard audio ports.
Get instant access to all calls made on the network during the chosen timeframe.

What data indicates issues

It is important to note that call counts are based on established thresholds.

Monitored Teams Versions (Report)

Mon, 01 Jan 0001 00:00:00 +0000

The Microsoft Teams Version report shows a breakdown of users/devices for whom data was collected in the last 30 days, per version of the Microsoft Teams client they use. This allows you to quickly identify which users are using which version of the Microsoft Teams client.
Note: As of End of 2023/early 2024, Microsoft introduced a new Microsoft Teams client that has a significantly different version numbering.

How to use it

By default this view is categorized and sorted by Microsoft Teams version and shows various device specific characteristics. However, by using the view options on the right you can adjust this view to your own preferences.

Ongoing Incidents (Microsoft Health)

Mon, 01 Jan 0001 00:00:00 +0000

Ongoing Incidents Details

The Microsoft 365 Service Health/Ongoing Incidents page shows any incidents and advisories from Microsoft that might be impacting your organization for the selected services at this moment.

If there is more than one incident or advisory, they will be shown on the left. Simply click one, to see the details. They are sorted in descending order by last update with incidents always appearing at the top. The information and alert icons indicate whether it pertains to an advisory (informational) or incident (alert).

Why Microsoft 365 Feels Slow

Mon, 01 Jan 0001 00:00:00 +0000

A slow Microsoft 365 workload has three broad explanations, and they call for very different responses.

1. A service-side incident

Check the service health status first. If Microsoft has acknowledged a workload incident, your job is to communicate and wait — not to re-image laptops.

2. A network-path problem

If the service is healthy, look at the path: DNS resolution, latency to the nearest Microsoft front door, and proxy or VPN hairpinning that adds detours.

Release Notes (TrueDEM Portal)

Mon, 01 Jan 0001 00:00:00 +0000

2026

Week 37

Type	Description
New	Full real-time call quality support for macOS: TrueDEM now supports real-time call quality metrics for macOS Teams. Any user with the TrueDEM agent for macOS will now have full call quality details.
New	Call Quality Debug page: A new “Call Timeline” section shows, for every participant, whether issues occurred during the call. For participants running the TrueDEM agent it also shows when and what type of issue occurred, so you can spot problems at a glance instead of digging through each participant individually.
New	Store custom column definition: On select tables you can now change the column layout, sorting and filtering, then save that configuration for future use — per user, per table and across devices. Once saved, it is applied automatically every time you open that table. In this release it is available on the Call List table (User Experience page) only. After changing columns, sorting or filtering, a “Store Custom Column Definition” option appears at the bottom left of the table; once saved, a “Viewing modified grid. Click here to revert to default.” message appears in the same spot.
New	User Experience - Connectivity Journey: In the hop list for an individual connectivity journey measurement you can now click through directly to the hop details for a specific hop, using the icon next to the Target IP. This lets network administrators quickly tell whether a slow hop affected just one user or multiple.
New	Real Time Call Data page - Network section: A new graph depicting the wireless RSSI in dBm was added.
Fix	Environment Status: A previous version inadvertently introduced an additional delay when opening the Environment Status page. This has been remediated. Note: depending on the size of the organization, loading can still take several seconds due to the complexity of the calculations.
Fix	Substandard Wi-Fi Networks for Teams Calls / All Calls on Wi-Fi for Single User: Clicking the category text opened an empty call debug page instead of the category. This has been fixed.
Fix	User Experience - User Details: Due to changes in Entra, manager names were no longer being included. This has been resolved.
Improvement	Geo maps: Several improvements were made to the depiction of geolocation information, including fixing an issue with a visible overlay text.
Improvement	Live Teams Calls page: This page was redesigned and optimised. You can now click the magnifying glass above any map to drill into a specific issue type. Maps showing calls with issues now plot every bad call, not just locations with two or more. Bubble size reflects the number of impacted users; hover over a bubble to see more details.

Week 33

Type	Description
Improvement	Scan configurations: Forms – Web OpenHome: the test was updated to use Microsoft’s new endpoint URL.

Week 29

Type	Description
Fix	Exchange Online – EWS test: The EWS connectivity test has been removed following Microsoft’s deprecation of Exchange Web Services. The tile for this test is no longer visible on the Environment Health and User Experience pages below the Exchange tests.
Improvement	Scan configurations: Teams – Presence test optimised with additional parameters to improve accuracy and reliability; Network Ingress – M365 connection test updated to use Microsoft’s new endpoint URL; M365 Apps – Word, Excel and PowerPoint tests now collect server timing data, providing additional insight into application performance over time; Copilot and Search tests adjusted to reflect Microsoft’s removal of traffic redirection.

Type

Description

Fix

Exchange Online – EWS test: The EWS connectivity test has been removed following Microsoft’s deprecation of Exchange Web Services. The tile for this test is no longer visible on the Environment Health and User Experience pages below the Exchange tests.

Improvement

Scan configurations: Teams – Presence test optimised with additional parameters to improve accuracy and reliability; Network Ingress – M365 connection test updated to use Microsoft’s new endpoint URL; M365 Apps – Word, Excel and PowerPoint tests now collect server timing data, providing additional insight into application performance over time; Copilot and Search tests adjusted to reflect Microsoft’s removal of traffic redirection.

Week 25

Type	Description
Fix	Left navigation menu: The left menu is now scrollable. Menu items with long names now show the full name on hover.
Improvement	Device Hardware Report: Enhanced report with an added user list drill-down option to see the devices (device name) using the selected device type with their individual CPU & RAM usage.
Improvement	User Experience - Teams Call List: An indicator was added to show which data sources contribute to the call score. Scores are based on Real Time / Post call record data. The indicator shows what data is available and used for the scoring.
Improvement	Call Quality score: The overall Call Quality score now defaults to TrueDEM Real Time data when available, instead of Microsoft data.
Improvement	Call Quality Debug Level: The report now shows the call quality score based on both TrueDEM real time data and Microsoft call quality data separately. For this purpose, the existing indicator column was replaced with two new columns.
Improvement	Connectivity Journey: Hops in the list are now clickable and will highlight the corresponding hop on the map. Making it easier to identify the order in which the journey was made on the map.
Improvement	Real Time Call page: The raw data table now more clearly indicates whether changes have occurred during the call by adding several columns that tell if a change occurred or not in a specific area.
Improvement	Teams Version Overview: A column containing the hostname was added to the User List for easy identification of devices in the case where users use more than one device.
Fix	TrueDEM Agent Status: Resolved an issue where active agents were not always displayed correctly on the Agent Status page.
Fix	Track Deployment by Machine: Resolved an issue where devices did not show up when no filter was applied.
Fix	Environment Health: Resolved an issue that caused the Environment Health page to crash when no data was available.
Fix	Platform: Certain automated tests were identified as leading to authentication errors in certain cases. These tests were disabled pending further investigation and remediation of the issue.
Fix	User Experience - Device Insights: Resolved an issue where VPN activity was not displayed correctly in certain situations.
Fix	User Experience - Device Insights: Resolved an issue where the device timeline was not visible for data older than 21 days.

Week 15

Type	Description
New	New navigation. Instead of the tiles navigation, TrueDEM now offers a side menu. This side menu is visible on all portal pages. Reports are different and open in a separate tab.We also reordered the menus to be more logical. This means that certain things changed place or order. Most notably, we moved the TrueDEM Agent Status page into “Device Reports"From now on, reports that got added or updated will show a “NEW” indicator in the side menu. This indicator is automatically removed after first use.
New	Teams Versions Overview: TrueDEM now has a report showing all Teams Client versions used in calls across all monitored and unmonitored devices in the tenant. It categorizes them by Operating system and version and indicates how many versions of the Windows client are older than 90 days. Under Microsoft-controlled rollout schedules versions exceeding 90 days are classified as outdated.
New	Applications used in Calls: This report shows all bots & applications that were seen in calls during the last 30 days. It provides insight into the non-human attendees, both native Microsoft, self-build and third party and allows for monitoring for occurrences per month and per day.
Improvement	Microsoft Service Health: The button for “Closed Incidents” was replaced with an “All Incidents” button. This button shows all recently added or updated incidents and Advisories regardless of status. Making it possible to see all recent incidents across all services in one view. The first column indicates if the incident/advisory was closed or is still openSeveral product logos were updated
Improvement	User Search page: Users can now press the ‘star’ icon in front of a user name to mark them as a ‘favorite’. Favorites are shown by default and appear at the top (above recently visited)“Favorites” & “Recently visited” are now stored in the users profile, meaning they will appear regardless of where, or on which browser a user opens TrueDEMDefault sort was changed to show Favorites first (sorted alphabetically), then recently visited (alphabetically). Sorting can be adjusted by clicking a column header but will reset on reloading the page.
New	User Experience - Device Insights: Added ‘Virtual’ line to the Network section that indicates when an active VPN adapter was detectedAdded Device Reboot date/time as indicators on the Device Event timeline
New / Improvement	User Experience - Device Summary: Re-designed Device Summary pageAdded Last Reboot timestampAdded Agent Manager versionAdded operating System name e.g.: “Windows 24H2”
Improvement	User Experience - User Experience: Logos for several apps were updated
Improvement	User Experience: User Summary: Re-designed User Summary page
Improvement	Teams Connectivity Journey: Added column in table for Teams destination
New	Call Quality Debug: A new insight was added that alerts when multiple SSIDs Detected during the call for a single user. For more info see Call Insights documentation
Fix	User Experience - Teams Call List: The “Impacted” rating for Calls no longer includes lowVideoProcessingCapabilityRatio as Microsoft is currently providing incorrect values via CQD.
Improvement	Grid plugin: Capability to filter one grid via drill-down interactions performed on another grid within the same dashboard
Fix	Routing Map: The Routing Map has been replaced by the Connectivity Jouney tab on User Experience. The obsolete Routing Map has therefor been removed.
Fix	Environment Health and App Status: Outdated logos for several apps were updated
Fix	Improved: Platform Grafana updated to v12 The following dashboards received minor adjustments to ensure continuity related to the Grafana V12 upgrade: call-quality-tenantwide-overview direct-routing-report teams-relay-region-analysis live-teams-call-status call-quality-debug-level

Week 4

Type	Description
Improvement	Managed Network Details: The Username was added as a column on the Call List to make it easier to identify the user associated with the callA new list was added to the section “Different Perspectives” to allow an overview of issues per Device (name) on the selected NetworkThe call list grid groups and sorts by the number of child objects
Improvement	Managed Networks with Network related Call Issues: The timeframe for the underlying report when clicking through to an individual network, will now be automatically set to the timeframe selected on the Managed Networks with Network related Call Issues report.
Improvement	Substandard Wi-Fi Networks for Teams Calls: The timeframe is now automatically inherited from the main report on drill down
Improvement	User Experience: The date picker has been updated with a new interface. Making it easier and more intuitive to select the period for which you want to see calls.This also means it is now possible to easily go back in time up to 3 months and inspect older calls. Per selected period, a maximum of three weeks can be chosen.An indication was added to the bottom of the Connectivity Journey table & Call list table to show when the table was last refreshed.
Improvement	User Search: Previously, the Search result list showed separate lines for each monitored device a user used in the last 3 weeks. This has been altered as you can now switch device using the device bubbles in the top of the User Experience page itself. Only one line per user is now shown that when clicked will automatically select the device last used to make a Teams call on (Advanced License default) or, if no calls were made, the last monitored device that returned monitoring information (M365 License default).The Name column is now clickable and links directly to the User Experience pageThe link to the user details page is deprecated but the page can still be accessed through the link on the User Summary tab of the User Experience page for monitored (Windows) devices.A new column was added to show the number of monitored devices the user used in the last three weeks
New	Agent Status: Previously, only build numbers were shown. After requests from our customers we now also show the more recognizable Version names for the OS versions on both Windows & macOS.
Fix	User Experience The Teams call list would disappear when showing with 150% plus zoom or on mobile. This has been correctedOn the Event time line, the popup that shows changes to installed components under “Device” - “Events” had a limit as to how many lines of updates could be shown. This has been corrected and if more changes took place, a scroll bar now appears

2025

Week 42

Type	Description
Improved	Single Call Insights page: Added a text box that shows the explanation details for the detected Insights
New	Real Time Call Data - Details page: Added additional header information Add device name in the top header sectionNew items: Show last used VBSS Codec send/Receive Show used Network Show used IP Address
New	Real Time Call Data - Details page: Added call insights & platform information Added a box to show detected Call insightsAdded a timeline of used OS platforms during the call
New	Real Time Call Data - Details page: Added a separate indicator for Teams app CPU consumption in the CPU graph.
Improvement	Real Time Call Data - Details page: For graphs where a threshold is available, it is shown as a dotted red line. Updated graphs include those depicting Jitter, Jitter buffer, RTT and loss rates for Audio and Video.
Improvement	Real Time Call Data - Details page: Improved Raw Call data table by adding newly collected call data and making it more user friendly. Utilizing graphing techniques to indicate Boolean options as icons and percentage values with bars.
Improvement	User Experience page: Device selection updates Device selection bubbles now also include all devices used by a user as identified in CQD data, not just monitored devices. Devices that can be identified by a device name (e.g. Windows & Mac) will show as named. If the user also made calls on iOS, Android or through a web client, single buttons per platform will be added. Note! This means that if a user used more than one iOS or Android device, there will still only be one iOS or Android bubble. Selection of a device (or platform) bubble will have the following effects: On the Device Insights tab, only information pertaining to that device and calls on that device are shown. For monitored devices this includes Network, Device and Teams Call data, for unmonitored devices as well as iOS and Android, this will mean the Device Insights shows the calls made (or partially) made on that device.The Teams Call List tab will highlight all calls made completely or partially made on that device based on which device was used for audio streaming.Depending on whether the device is TrueDEM monitored or not, certain tabs will not be available
Improvement	User Experience page: The tab User Insights was renamed to Device Insights as it shows device specific information based on the selected device bubble.
Improvement	User Experience page: Teams Call List updates The following changes were made to the Teams Call List: Highlighting of calls based on selected device. Calls will be highlighted if they were used during the call. Including calls where they were only partially used.New columns were added to show: Devices Used (# of devices the user used in the call) Longest Used Platform (operating system for the longest used device) Longest used device (Device name or, if no name is available the platform for the longest used device)Information & performance columns like Network, Average Memory, Average RTT, etc. all refer to metrics from the longest used device. For info about other devices used, open the Call debug page for the selected call.
New	New report under: Microsoft Teams -> Teams Network Reports -> Managed Networks Call Overview This new report provides insight into how your managed networks are doing and which managed networks are showing network related issues with Teams calls. This report will allow you to quickly identify problematic managed networks and help with remediating problems that could have significant impact on your users. Using the option to drill down, will give you access to further details specific to the selected network as well as an overview of the users on that network. For more information on the overview page see: Managed Networks Call Overview and for Managed Network Details: Managed Network Details
Improvement	Removed preview status of the Teams Relay Region Analysis & Teams Media Analysis
Improvement	User Search: Removed the Streaming metrics link from the Search results. Live call data can be accessed through the User Experience - Teams Call List page
Fix	TrueDEM® Agent Status: The sort order for the Agent Version graph was adjusted to sort newest to oldest again
Improvement	Various navigation changes: Adjusted the following navigation tiles under the Microsoft Teams tile: - Added Teams Network Reports underneath of Microsoft Teams - Moved Wi-Fi Network Analysis and Network Call Quality underneath of Teams Network Reports - Added Managed Networks Call Overview underneath of Teams Network Reports Cleaned up the bread crumb navigation on the homepage
Fix	Corporate Network Call Quality: Call Quality by Corp Network Grid - Changed the calculation from distinct calls to distinct user calls
Fix	Outage Report: The table is now sorted descending by End date. Previously this was by start date
Fix	Resolved an issue in the M365 Core Scan for Delve where results were not consistently displayed.
Improvement	Microsoft M365 Application Status: The UI was optimized in preparation of new monitored workloads.
New	Environment page: New workloads were added to the M365 Environment workload scanning. Making it possible to see the actual status of service quality for your users. New workloads: CopilotM365 Apps (Word, Excel, PPT, Visio)VivaConnectionsSearch (instead of Delve)

Week 31

Type	Description
Improvement	Grafana Portal Update: Grafana v11.4
New	User Experience page: If a user has recently used multiple devices, it is now possible to switch between these devices without having to go back to the User Search. Bubbles in the top identify the Windows & MacOS devices that were recognized as being used by the user. To switch to a different device, simply click on the bubble. Do keep in mind that available data might differ between devices based on Opperating System and the availability of a TrueDEM agent on that device. The “Teams Call list” will display all calls regardless of which device is selected.
New	User Experience page: If a user is in a call, this will be made visible on the User Experience page by an icon on the device bubble (if there are more than one devices listed for the user), as well as the tab for Teams Calls. This helps identify if the user is in a call and on which device.
New	User Experience page: The user’s manager is now listed on the User Summary tab and allows for a direct drill down into the managers User Experience page.
New	User Search: An icon now identifies the device OS (Windows/MacOS) on search results.
New	Agent Status page: MacOs and Windows devices are now indicated separately in the active Agents graph.
Improvement	Agent Status page: It’s now possible to filter for Windows or MAcOs devices in the Agent Version & OS Version graphs
Improvement	Real time Call Data - Details page: The mouse over annotation text for change events now includes both the information of the state before and after the change. Example “Audio Recv. Codec changed from: SATIN to SATINFullBand”
Fix	ISP Overview Page: The column for “% Diff” contained incorrect and misleading data, this was corrected. The filter at the top works now also against the % Diff column
Fix	Call Quality Debug Level - Single Call Insights page: Fixed an issue with the KPI’s in the top that caused a wrong calculation of totals. Same issue also caused unnecessary scroll bars to appear in certain situations.
Fix	Active Calls on Selected Network page: Resolved issue that could cause a data mismatch between Active Calls on Selected Network and live call status page
Fix	User Experience: Call List: fixed an uncommon issue where average figures were displayed incorrectly
Fix	Call Debug page: Fixed an issue that could cause an empty Real Time data page to appear when a user clicked on the Realtime Link for an Ongoing call
Fix	Call Debug page: Fixed issue where sometimes the Realtime Link appeared although the user was not using a TrueDEM monitored device
Fix	Corp. Network Call Quality page: In the Media Relay Location by Corporate Network grid the “Pct. Poor Calls” column header was renamed to prevent confusion

Week 23

Type	Description
New	Live Teams Call Status: The report has been extended to now include geographical representations of ongoing calls and calls with issues based on the type of affected media. Four maps in the top show: All ongoing calls by location (both good calls & impacted calls)All ongoing calls by location where Audio quality is impactedAll ongoing calls by location where Video is impactedAll ongonig calls by location where Screen Sharing is impacted These maps allow for a quick identification of potential hotspot sites and networks as well as give you an indication of whether a problem is local, regional or global.
New	User Experience - tab: Connectivity Journey: We added a visual representation of the connectivity journey on the tab to show the geographical routing the of user. This feature replaces the Routing map visible under the admin menu but also allows you to go back in time to see previous connectivity routings. The separate Routing Map report under the [Admin Reports] - [Network Reports] is also updated but will be deprecated in future.
New	Call Quality Debug Level: The following additional Call Insights have been added to the Call insights: Audio traffic traversed a managed VPNAV1 codec detected in VBSS streamVBSS codec changes detectedVideo codec changes detectedAudio codec changes detectedSpatial Audio DetectedUser transmitted streams with the potential to impact older devices See the kbase for more details
Improvement	Microsoft 365 Outage Analysis: The list of Outage reports now also includes the number of affected Users in the list itself. Previously, this number was only visible when opening the report itself.
Improvement	Live Teams Call Status - Improved loading time and making sure that only managed networks where users are actually authenticated on are shown in the second table Live Teams Call Status.
Fix	Routing Map report: moved to Legacy folder.

Week 18

Type	Description
Fix	User Details - Connected Network and VPN Adapter Panel: A fix was applied to prevent situations in which where details were not always shown.
New	Call Quality Debug Level page: TrueDEM now introducing Insights on single Call level. Insight are aggregated indicators of potential issues for administrators to look into. They offer a highlevel overview on the Call debug page of areas to look into with possibility to drill down to Call Insights page for more details. For more information on the Insights see: Call Insights
New	Call Quality Debug Level page: The Attendees Timelines section was expanded to hold an overview of the platforms used during the call as well as any platform switches made by users during the call. This gives you insight into what the user was using during that call and what changes on platform level took place.
Improvement	Call Quality Debug Level page: The Attendees Performance Timelines table now includes time & device details so to differentiate between devices for users who switch platform/device during the call.
Improvement	Call Quality Debug Level page: The TrueDEM Agent Enhanced Network Detail table in the Local Networking section was updated to include only the timeframes where the TrueDEM Agent reported data.
New	TrueDEM Agent Status: A new report was added to this page called “License distribution for Active Users” to show the TrueDEM License distribution for Active Users. This page allows insight into how licenses the organization utilized per month and allows for exporting an overview of licenses used in the previous month for verification purposes.
Improvement	Teams Media Relay Analysis: The MediaRelay list was updated (backend) to improve reporting.
Fix	Corporate Network Call Quality Page: In large environments the affected managed networks sometimes failed to load. This has been addressed and fixed.
Improvement	Teams Version Report: Improved the way how to detect the Teams Version and two obsolete columns were removed. The report’s timeframe was consolidated on 21 days.
Improvement	Teams Version Impact Analysis Report: Updated the way in which the analysis is performed for optimalization purposes.
Improvement	User Details - Teams Version History and CPU Utilization: Updated the way how we perform the analysis for optimalization purposes.
New	User Experience - User Summary: Added Assigned Microsoft Licenses to tab to give adminstrators a full overview of the M365 licenses the user holds.
Fix	Microsoft Outage Analysis: Fixed an issue where the Excel download was not always working after the previous update of the underlying Grafana platform.

Week 12

Type	Description
Fix	Teams Media Analysis Page: Fixed a problem in the “Teams Media Usage Summary by Department” table where a percentage calculation didn’t portray accurate numbers if the total was over 100%
Fix	Fixed issue with Call Quality Debug Level page failed when several hundred attendees are in a call
Improvement / New	On the Call Quality Debug Level page we improved the “Local Network Connection based on Microsoft Call Records” table in the Local Network section, and added an additional table to show TrueDEM Agent Enhanced Network Detail. This allows you to compare aggregated Microsoft data and real-time TrueDEM agent data for all attendees in the call in one place.
New	On the Call Quality Debug Level page we added an additional section called “Attendee Timelines” that depicts a single overview of real time TrueDEM agent data for comparison for all attendees with a TrueDEM agent
Improvement	Improvement: Various visual improvements were made to the underlying AG Grid technology that is used to render tables.
Improvement	Obsolete Matomo elements were removed
Improvement	The underlying Grafana environment was upgraded to the most recent stable version. Minor changes can be expected to the look & feel of Grafana and several technical improvements that will enhance the user experience.
Improvement	Viva Engage Workload naming has been updated in various locations

Week 7

Type	Description
New	Microsoft Teams > Teams Relay Region Analysis Report: This report shows you which relay regions are utilized during calls by your users and the latency they are expected to experience while doing so. This report allows you to see if there are any proxy, VPN or other network routing related issues that could influence your users user experience during calls. For more information, please consult: Teams Relay Region Analysis
New	Admin Reports > Microsoft Outlook Versions Report: This report gives you insight into the distribution of Outlook client versions your users have installed. Detect any users still clinging to the Classic client as well as identify users who’s automatic update process has perhaps halted. For more information please consult: MS Outlook Versions Report
Improvement	The menu under “Microsoft Teams” has been updated to accommodate a tile for the new Teams Media Relay Regions report. Two existing reports pertaining to Direct Routing and Enterprise Voice cost optimization have been moved into a menu accessible under a new tile called: “Enterprise Voice”
Improvement	Call Quality Debug Level Page: Added CPU related information to the participants listSection “Local Network” now shows two tables. The first is the pre-existing table consisting of call record data from Microsoft. The second “ TrueDEM Agent Enhanced Network Detail” table contains additional network related data for users with the TrueDEM client installed.The tables in the following sections have been enhanced with additional data columns showing data collected by the TrueDEM agent: Audio: Protocol & Codec have been added Video: Codec & Network Transport type Screensharing: Codec & Network Transport type Note! The codec is both retrieved from Microsoft as well as form the TrueDEM agent but if available will be used from the TrueDEM agent as this one is more granular and specific than what Microsoft call records return.
Improvement	A new table grid layout already used on tables in some report pages provides advantages in regards to column sorting and filtering as well as offering options for column selection and pivot tables. The following report pages have been updated to now use this new grid layout for tables as well. We will continue updating pages and tables with this new layout as we go. “Live Teams Call Status” page“Active Calls on Selected Network” page“Call Quality Tenantwide Overview” page“Network Call Quality” page Note: This change does not affect data, just the representation of the data.
Improvement	The Teams Media Analysis page was reworked and now has an improved interface. It also now contains additional graphs showing the times video and screensharing where used in calls on the organization level. The Org-wide table in the top now categorizes by Operation System and Type of Call as well for easy classification.
Fix	An adjustment was made to the Delve scan. This was needed because of the recent retirement of certain Delve features.

Week 2

Type	Description
Improvement	User Experience - Teams Call List: participants of Townhall meetings and Live events with the TrueDEM agent installed will now also show these in their call list. Microsoft only provides call telemetry data on Townhall and Live Events for presenters, organizers and producers, not for participants. With TrueDEM we provide insights for all participants as well.
Fix	Events Timeline on User Experience: There was a minor issue where the network was not displayed on the events timeline

2024

Week 51

Type	Description
New	Teams Media Analysis: This report provides insights into the Team’s media usage of video and screen sharing across departments. This analysis aims to enhance your understanding of media usage and improve overall efficiency and user satisfaction. To see more info see here: Teams Media Analysis
Improvement	User Experience - Teams Call List: From now on, all calls for which CQD or Real Time data is available will be shown immediately. In the past, calls were not shown until CQD data had been received from Microsoft so a complete picture could be formed. As Microsoft CQD data is only avaialble after a call has finished and is often delayed, this meant that calls were not avaialble in the call list until approximately 30 minutes after the call. We’ve now updated the view to show the call in the list as soon as we have Real time data or CQD data. This means calls are visible as calls are ongoing for monitored devices and available for calls on unmonitored devices after Microsoft CQD data is available.
Improvement	Call Debug Page: Enhancement to show data regardless of the availability of Microsoft call records
Fix	Substandard Wifi Networks: An issue has been resolved where the sorting of columns, such as the SSID column, did not function as intended.
Fix	Substandard Wifi Networks: An issue has been fixed where cells with a zero value appeared empty.
Improvement	Corporate Network Call Quality: The header is compressed to remove unnecessary white space
Fix	Direct Routing - Caller Country Details: Resolved an issue where a general error appeared on world map visuals when no data was available.

Week 47

Type	Description
New	WiFi Network Analysis report: A new report, that will give you insight into the readiness and performance of WiFi networks used for making Teams Calls, was added to the Teams Reports section. It provides insights into WiFi networks (both office & remote networks) that are potentially substandard for doing Teams calls on. It allows you to proactively identify these networks and the users who rely on them so you can take remediation actions or inform users. For more information please see Substandard WiFi Networks for Teams Calls.
Fix	User Search: For users utilizing the TrueDEM M365 license only, the link to the User Details page will be locked as it is not relevant with the TrueDEM M365 license only.
Improvement	User Experience page - Connectivity Journey: Enhanced accuracy when people are on VPN
Fix	Teams Reports - EV Utilization & Cost Optimization page: Resolved an issue that caused an error when opening this page

Week 44

Type	Description
Fix	ISP Overview: An issue was corrected with the Average RTT in all Countries calculation.
Fix	Corrected an issue that could cause the Overall Trend of Tenant RTT to have a memory failure

Week 43

Type	Description
New	User Experience page - User Insights - Timeline: We’ve added the used network adapter in the Description field
Improvement	User Experience page - User Insights - Timeline: Removed obsolete lines and updated the tooltips
Fix	User Experience page - User Insights - Timeline: Corrected an issue where users using an VPN while on an unmanaged network were unintentionally marked as using a managed network
Improvement	User Experience page - User Insights - Timeline: Corrected the tooltip for the base line for Device metrics to only show scores. Sublines for CPU and Memory also got updated to show the calculated score, the minimal value meassured in the timeframe and the 90th percentile value of meassurements. This to ensure outliers won’t color the result too much.
Improvement	User Experience page - User Insights - Timeline: Teams Calls represented on the timeline now follow the join/leave time of the user, not the start/end time of the call.
New	User Experience page - User Insights - Timeline: For Teams calls we now show 3 distinct lines: User Summary: Shows calculated quality across the call for the user based on Microsoft CQD data enhanced with TrueDEM proporietary calculationsAttendees Summary: Shows calculated quality across the call for other attendees in the call based on Microsoft CQD data enhanced with TrueDEM proporietary calculationsReal-time Details: Shows call quality per selected interval for the user during the call based on TrueDEM data The worst quality experience from either the User summary or Real-time Details is rolled up to the summary line which also shows when consecutive issues occur (based on real time data).
Fix	User Details: The obsolete event timeline and Connectivity Journey graphs were removed from the User Details page as these have been fully replaced by the enhanced Event Timeline (first tab) and Connectivity Journey (second tab) on the User Experience page.
Retired	The following pages have been retired: Factors Negatively Influencing Teams CallsWifi Quality During Calls

Week 40

Type	Description
Fix	User Experience page: Inconsistency in “locked” messages resolved if the user has a M365 core license only
Improvement	User Experience page: Help Text
Fix	User Experience page: Navigation fixed where it wouldn’t work correctly with the browser back button
Fix	User Experience Page: License Issued date corrected where it showed the wrong issue date
Fix	TrueDEM Agent Status: TrueDEM Manager versions didn’t always match with the number of Agent Versions (note! There are situations in which this can be correct, in general though the numbers should be the same)
Fix	User Experience page - Call List: Some inconsistency in the KPI figures (total calls,etc..) could arise in certain situations. This has been resolved now
Fix	Teams Version Impact Analysis Page reflects new Teams versions
Fix	Real Time Call Data - Details page: The number of Internal vs total (internal & external) participants in the call were switched

Week 36

Type	Description
Fix	The MTR report button on the Home page will be fully hidden (previously visible but locked) if the organization does not have a MTR license
Improvement	The App Status page is no longer in preview mode and is now fully part of the product (removed preview indicator)
Improvement	On the User Search page, we now show the type of license that was assigned for the user (assigned license determines what monitoring information is collected and displayed)
Fix	The option to filter by Focus Group on the User Search page has been removed
Fix	On the TrueDEM Agent Status an indicator was added to show the page is loading
New	A new report was added to the TrueDEM Agent Status page under the deployment section called " Track deployment by Machine”. This report allows you to search for a monitored device by name to see the deployment status of the TrueDEM agent and the history of updates. The overview allows for pivot table analyses
Fix	Removed obsolete “Agent Version Upgrade” report link (replace by new Track Deployent by Machine) report
Improvement	Links from the TrueDEM Agent Status page now open the User Experience page instead of User Details
Improvement	The user’s license tier and assignment date of that license are now visible on the User Experience page
New	User details previously listed at the top are now shown on the User Details tab and also visible by clicking on the (i) icon behind the users name in the header. The button to go to the User Details page was moved to the user Details tab.
Improvement	On the Connectivity Journey tab of the User Experience, the warning text associated with the alert icon has been changed to “Certain Segments/Portions of the scan cannot be verified”. Previous text suggested that the whole scan was incomplete, this is not the case, only parts of the journey cannot be verified.
Fix	On the Connectivity Journey tab of the User Experience the user can choose between Teams and Outlook to see the scan list for. Before only Teams scans were shown.
New	Previously, the Connectivity Journey tab on the User Experience page allowed you to see scans up to three weeks old. You can now see scans up to 90 days old
Fix	If opening the User Experience page results in an error, an error message will be shown to indicate it. Previously it would keep showing a ‘Loading’ message.
Improvement	The navigation on the User Experience page (breadcrumb) will remain visibe at the top of the page (sticky) even when the user scrolls down.
Improvement	Tables shown on the User Experience will use all available screen space.
New	Real Time Call Data - Details page: The following new information has been added to the header section: Teams version
New	Real Time Call Data - Details page: The following new information has been added to the Network section: 1. “Inbound/Outbound Network Util %" 2. “Wifi Network and Access Point used (SSID/BSSID)” -> Shows to which wifi network and access point the user was connected during the call and if changes occurred.
Improvement	Real Time Call Data - Details page: Under the Application section section the “Total CPU in %” graph now also includes an indicator for the priviliged CPU utilization as well
New	Real Time Call Data - Details page: The following new information has been added to the Audio Details Section: 1. “Audio Devices used” > Shows you which (third party) microphone & speakers were used during which part of the call
New	Real Time Call Data - Details page: The following new information has been added to the Video Details section: 1. “Video device used” -> Shows you which (third party) video device was used during which part of the call 2. “Video Send Bitrate” 3. “Video Receive Bitrate” 4. “Video Receive Loss Rates” 5. “Video Encoder Pauses”
New	Real Time Call Data - Details page: The following new information has been added to the Screensharing Details section: 1. “Does ScreenSharing transmission lags?" 2. “Screensharing Encoder Pauses”
Improvement	Real Time Call Data - Details page: The Raw Call Data table at the bottom now uses a new table design that allows for better and improved filtering, sorting, searching and exporting.

Week 22

Type	Description
New	The User Insights tab on User Experience has been updated to show an interactive timeline for the most crucial elements of Network, Device and Call insights. Allowing administrators immediate insights into network connectivity, device performance, updates and other factors that can the impact user experience as well as making potential interaction of these with bad calls visible. The Event time line by default shows information for the last 7 days but users can zoom in and out (max 3 weeks) for more or less details as well as change the granularity of indicators from 15 minutes to one hour.
New	We’ve added a Participant Count graph depicting the number of people in a call and how it develops during the call on the ‘Real Time Call Data - Details’ page.
New	Additionally, a list of TrueDEM monitored users was added to the ‘Real Time Call Data - Details’ page to allow you direct links to the call monitoring details of other users in the call.
New	The Connectivity Journey tab on the User Experience page has been updated to include also the partial and potentially inaccurate scans in the list. Before these were not included. Partial or potentially inaccurete scans are those where we do not have full end-to-end details or are unable to resolve results. An icon indication is shown if this is the case.
New	The Connectivity Journey now shows DNS Server as well on Device Tile
New	Added Information on User Details – Teams Call Expanded Detail and Users Network sections, highlighting that this section and certain visuals will be removed in a future release as they are replaced by the information on the User Experience Teams Call tab.
Improvement	We continue to improve and updated the help documentation on various pages & graphs as well as in the knowledge base for TrueDEM® Portal.
Improvement	Outage Analysis Page & Closed Incidents page: Minor adjustments of the grid for consistency reasons
Improvement	On the User Details page (in the header), we now show the type of Microsoft Teams license the user has. Either Standard or Premium.
Improvement	We now also show the TrueDEM Manager version a user has installed on the User Details page (header).
Bug Fix	Outage Analysis Page: Fixed bug to show “No Data to Show” in case no data is available

Week 7

Type	Description
New	Microsoft Health page: A link was added to show you a fully exportable list of all recently closed incidents and advisories. Incidents and advisories shown in this list are those that occurred in the last 30 days and are relevant to the Microsoft tenant.
New	User Search page: The user search page now remembers the users you’ve recently interacted with and shows them as “Recently visited” items by default even before you have to do a search. Items on the recently visited page are personal and can be removed individually (‘x’ in the last column) or collectively “x Clear history” option in right upper corner. This feature allows you to quickly return to the user’s you are currently or often interacting with.
New	User Search page: An option was added below the search field to only include search results for users with the TrueDEM agent installed. This feature allows you to eliminate finding results for whom now TrueDEM data is available because they do not have the agent installed. For example: System accounts, test accounts, etc. This feature is activated by default but can be deactivated to include those results if wanted.
New	User Search page: A secondary option was added to only include “Focus Group” users. This feature allows organizations to search specifically for users specified by the organization as belonging to the focus group. More information about this feature can be found here: How to Use the Focus Group
Improvement	User Search page: The requirement to enter at least 3 characters in the search box has been removed
Improvement	We’ve added a link on the User Details page that allows you to switch to the user’s User Experience page.
New	Real Time Call Data Details page: An indicator was added to the top of the page to indicate if the call represented is an ongoing call or has ended. This is important when the call is opened from the Live Teams call overview and can be ongoing.
Improvement	Real Time Call Data Details page: We’ve streamlined and optimized the top section where general info is shown about the equipment and codec used during the call
Improvement	Real Time Call Data Details page: adjusted the coloring for the audio, video & screensharing diagram
New	Real Time Call Data - Details page: A new section was added with a table containing the raw call data at the bottom of the Real Time Call Data Details page. To identify the exact changes and also to allow the customer to export the data for further analysis.
Improvement	User Search page: The link to “Call list” is only shown from now on if the user has the TrueDEM agent installed and there is call data to be shown.
Improvement	The obsolete column was hidden from The User Search page.
Improvement	A column called ‘Type’ was added to the Microsoft Teams Version report to indicate if the Teams client is the classic Teams or new Teams client
Bug fix	The Microsoft Teams Version reports now also includes the Microsoft Teams v2 versions
Improvement	TrueDEM Agent Status page: The indicator that shows Active Agents was changed to show the active agents seen in the last 21 instead of last 10 days.
New	TrueDEM Agent Status page: A bar chart was added to show the distribution of installed TrueDEM Agent Manager versions. To see a table of the users having the installed version, click on the bar. This table can also be exported
Bug fix	User Search page: Corrected an issue where the information text to indicate that we only showed the first 50 search results did not appear in certain cases.
Bug fix	We’ve made several small textual changes to clarify where we talk about the TrueDEM agent
Preview	Help pages: We’ve started including context specific help pages on several of the interfaces and will continue expanding them in the coming weeks.

Week 4

Type	Description
Bug fix	Fix timezone issue in Connectivity Journey on User Experience
Bug fix	Teams Call List on User Experience shows now “No Rows To Show” if no call exists

Week 3

Type	Description
New	On the User Experience page a new tab was added called “Connectivity Journey”. Through this tab you can see the exact connectivity journey (hops) a user took to connect to the Microsoft Teams cloud during the day. By clicking on a scan line, you get the details consisting of information about the users local IP, local Wifi/network connection, their ISP (first & last) and connection to Microsoft Teams as well as a list of all the hops in between.
Improvement	On User Details: The “Teams Version History and CPU Utilization” table will now also mention the Teams v2 version numbers
Improvement	On User Details: ISPs Identified for this user panel has now a the option to click through to Final ISP details
Improvement	The “Preview” indicator on tiles were moved to prevent accidentally clicking on them instead of the tile
Improvement	User Experience is no longer in Preview status
Improvement	On User Experience, the data is no longer limited to 7 days but now shows up to 21 days of data and is configurable through the date/time picker

2023

Week 50

Type	Description
New	New Call List: The Call list has been improved by combining insights and data about the call, the call quality for the user as well as the call quality for the other participants. Making it a robust and strong insight into what the call quality is for any user in your organization! To see further details about a call quality for the participant or other participants, simply hover over the icons that indicate problems or click on the call to get to the call details.
New	If the user is in a call, a purple button will appear at the top of the call list on the User Experience page and allow you to switch immediately to the Real Time Call data - Details for that user & call as it is going on. This means that you now can see full call details even if the call is still ongoing. Note! There is a processing delay of 3-5 minutes before the data is visible. The streaming metrics page is still available if you want to see the near real time values but keep in mind that the Real Time Call Data - Details page has a lot more data to show
Improvement	New format of the Real Time Call data - Details page: This page has been changed and improved to highlight potential problems during the call. Changes: A graph was added to the top of the Call details page showing the distribution of detected issues and problems. Each measurement refers to a 30 seconds block in which this problem was detected. Multiple problems can occur within the same block.A timeline was added to show when consecutive problems with Audio, Video or Screen sharing are occuring. A Concurrent issue is when the issue persists for periods longer than one 30 second block. Between these two graphs, you will be able to see the type of issues occuring for the user and whether it was momentary or consecutively having an impact.
Improvement	In order to make the navigation more logical, the call list was moved into the User Experience page and combined with the call metrics already there.
Bug fix	The call metrics page was streamlined and certain obsolete graphs were removed.
Improvement	On the Call Live Details there is now a link available to the Streaming metrics page to quickly move between them
Improvement	The Changes indicators on the Real Time Call data - Details page were moved to the top to make it more clear what happened during the call
Improvement	The “Open list” link that will take you to see the calls was changed to point at the new call list on the User Experience page. In future this link will be removed
Improvement	The User Experience page now gives you a time/date selector to indicate the period for which you want to see calls and call metrics. The default is 7 days but this can be increased up to 21 days or any specific range within that period.
Improvement	On the Real time Call Data - Details page in the Video section: Reorder Video Packets is no longer a cumulative curve
Improvement	On the Real Time Call Data - Details page in the Screen sharing section: Reorder screen sharing packets is no longer a cumulative curve
New	On the Real time Call Data - Details page in the Screen sharing section: Two new charts: Sharing Rtp Packets sentreceived added.
Bug fix	On the User Details page: Removed Media Relay list & geo map due to Microsoft changing the information
Improvement	On the User Details page: Moved down the Teams version table to below the call list
Bug fix	On the User Details page: Bug fix on the connectivity journey (user details) where a connection of 100mb was shown instead of 1gb.

Week 43


Improvement	On the User Experience page - Tab Microsoft Teams we added links to the numbers where we talk about calls. When clicked, these will take you to the Call list (full list, not filtered list)
Improvement	On the same tab, we rewrote several tooltips to give more clarification on the numbers shown
New	On the Teams Versions report, an extra column was added to indicate if a device is 64bit
Fix	We removed the preview flag from teams versions report as it is no longer preview
Improvement	In the App Status overview we made it so that if you click on an app it opens the side bar with additional details and if you click again it closes it now (Toggle app tile)
Improvement	In the Microsoft Status page, when you clicked on a service to see the incidents, These are now sorted by classification (incidents first, advisories second) and last update time
Improvement	We reduced ingested and stored scan data (storage size and data ingestion impact) and improved performance when using the data

Week 39

Type	Description
New	User details: The user details page has been restructured. At the top we now show you key events (blue) and alerts (red) that took place during the selected period for: device (CPU/RAM), networking (changes in network and wifi used), applications (installations, removals & updates) and Teams (consecutive problems with audio, video and screen sharing). This allows you to see what key events are taking place at and around the time problems occur.
New	User Details: Under the section Networking TrueDEM now shows you a visual representation of the users connectivity journey when using Teams. From device, local network (including wifi), ISPs and Microsoft network. This allows you to see the route the user is taking as well the hops and time needed to make the connection. For more details, you can click on an ISP to see the overall information for that ISP and the users currently using it.
Fix	Outage Report: The percentage of users affected showed in certain cases the wrong percentage. this could even result in percentage over 100%. This has been corrected.
Improvement	Outage Report: The list of incidents on which reports are generated has been extended
Improvement	User Details: The section Applications has been extended. Apart from the list with recently installed, updated and removed applications, it now also contains a full list of applications installed in the device.
Improvement	User Details: The Media Relay and Teams Versions and CPU utilization sections have been moved into the Teams Call Expanded Detail section.
Preview	a new Live Teams Call Status report was added to the Microsoft Teams section (button on home). This report shows details about all ongoing calls in relation the networks they are being taken on. Apart from overall numbers on the number of calls, participants and bad/vs good calls, this report also show the situation per managed network. The networks are shown that have users in calls. A separate entry is for “Unmanaged networks”. This is the aggregated list of monitored users connecting from other than managed networks (for instance home wifi). Clicking through on a network shows details about the (monitored) users in those networks currently in calls, as well as a graphical representation of the most currently occurring consecutive problems in that user group. This will help you identify if there are major problems on a specific network or if the problems seem to be more end-user-device (RAM/CPU) related.Clicking through on an individual user from the list of users in a network will take you to the Call detail page for that user/call which is shown in real time as the call progresses (automatically updating)
Improvement	update of the Grafana platform to version 9.5.9 Note! This update contains changes to the interface of Grafana and means that the sidebar of Grafana has been removed. to access the TrueDEM homepage, simply click the Grafana logo in the top left corner, or open the Home toggle menu in the right upper corner (below the Grafana logo) and select apps - panagenda TrueDEM

Week 31

Type	Description
New	Microsoft 365 App Status: A new page that shows you not which API’s are having problems, but what apps and functionalities are showing a degraded user experience. By giving you insight into the affected features and platforms, it’s easier to determine if users need to be informed and if something is going on that requires attention.
Improvement	Microsoft Outage Report: performance improvements
Fix	Due to a change in Microsofts data representation, it could happen that in certain cases users who did have an agent were not showing as having any data. This has been addressed and all users with agents should be visible again at all times
Improvement	Minor fix on the Teams Version list

Week 29

Type	Description
New	Microsoft Health Status: Redesigned details page for running incidents to make easier to see the updates
Improvement	Microsoft Outage Report: Remove empty report lines
Improvement	Microsoft Outage Report: Add Incident Number as file name
Improvement	Export feature on multiple tables: Add descriptive file names
Preview	We now Hide/Lock the “Go to Advanced User Details” button on the User Experience page if the customer is on TrueDEM for M365
Fix	We collapse all categories by default in the Teams Versions Grid view on opening
New	We now show you the last used IP information on the Device Summary tab of the User Experience page if the user is in a managed network
Improvement	Fixed bug with Teams versions view crashing when the categories were collapsed
Fix	We changed the redirect URL to the new plans & features page on click of unlicensed (locked) items

Week 25

Type	Description
Preview	User Experience page received two new tabs Teams Call information & Device Information
Improvement	The top section for the User Experience tab has been rearranged to show information about the user and location as the device information is now depicted on a separate tab.
Improvement	Anew color scheme and other navigation enhancements have been implemented to make navigation more visible
Improvement	Datetime format and locale now match with the Grafana setting
Preview	A new report was added to show Outage information with the option to export a list of affected users.
Preview	A new report was added under the MS Teams section to open a report showing information about the OS & Teams versions running on devices equipped with our agent. The report can be used to get insights into version distribution and allows for pivoting the data.
Fix	Device Hardware Report: The column DeviceType had a trim function that would only allow the first 19 characters to be visible. This has been altered to show up to 128 characters.
New	Environment status: The ISP list is now clickable. When clicked they will show the performance of the various workloads for the specific ISP. Note! Only the 6 ISP’s with the most users at that moment are shown. In small organizations these subset numbers might be skewed if less than 100 users use the ISP.
Improvement	Call List: Two columns were added showing the overall call quality for the call and a list of icons for the users. On mouse over the names can be seen and the column can also be used to filter for specific users.
Improvement	Call List: The Duration column was aligned right for better understanding
Preview	Call Quality Debug Level: A new section was added with two preview features: 1. A Sankey diagram depicting the relevant duration of particular problems like audio, video or other issues occurring for users in either the upload or download streams. 2. A table containing users with problems and the metrics that should be looked at for those users
Improvement	Real Time Call Data - Details: We added a RAM usage graph and redesigned the CPU graph to a heatmap showing the top processes as well as a “Possible OS drivers” and “Other Processes” category. The ‘crosshair’ feature that allows you to mouse over one graph and will show an indication line now also works with the CPU and RAM graphs
New	Real Time Call Data - Details: Changes like a change in WiFi network, codec or audio/video device used during calls are now highlighted. Both as text indicators at the top of each section as well as indicators in each graph. Move over with your mouse to see the change.
Preview	A new Microsoft Teams Rooms view has been added to the navigation for easy identification and reporting on MTR’s (Note! This feature requires separate licensing and will appear ’locked’ if not licensed

Week 18

Type	Description
Fix	Fixed a problem with the Tenant Wide Overview page
Improvement	column sorting/filtering enabled on all ISP pages

Week 14

Type	Description
Type	Description
Fix	The new Real Time call page now can now also be opened from the user search page and fully replaces the previous page
Improvement	User Details: Call List table now uses Real Time data for CPU & Memory usage
Improvement	User Details: Through the button in the top right you now have direct links to detailed user reports which will open directly for the right user & device
Improvement	User Details: Windows update history table was removed. Individual updates to windows components will be listed in the Added software table instead
Improvement	Agent Support page is renamed to TrueDEM Agent Status
Fix	Teams Version History & CPU graph fixed by using real time data
Improvement	Several old dashboards were moved to the Legacy folder and will in time be removed. These are obsolete or will be replaced soon
Improvement	New Monitored services were added to the Environment Health status page. These include: DelveFormsListsOneDriveOneNotePlannerToDoYammer Click on any of the services to see the status of monitored elements.
Improvement	The Application processes - Real Time Call Data - Details shows the top 5 CPU using processes. All other processes are now summarized into “Other User Processes” and “Possible OS & Drivers”.

Week 11

Type	Description
Fix	Fix on Call Quality Debug Level page to avoid Errors on the User Details page. The open User Details drill down link will now only appear if a pguid is available meaning that it will only show a link to the user details if the users device contains an EPM agent.
Improvement	User Details page: Added new table to Software Related Metrics Section with Information of which Software got added/removed
Improvement	User Details page: Realtime Monitoring Link (right top corner) will open liveV2
Improvement	User Details page: The Call list now shows a new date/time column, representing the time a user joined the meeting. The exisiting meeting start time column was moved to the end of the table but is still available.
Improvement	The default homepage will from now on open the AppPlugin whenever you login to TrueDEM Portal or click the Grafana logo in the left bar

Week 4

Type	Description
Improvement	Grafana was updated to version 9.3.1
Fix	Fix applied to home page to fix missing data element
Fix	Fix applied to Call Quality Debug page to fix problem with links that do not show for people in certain situations
Improvement	New pages were added to show Environment Status and Microsoft Health for your environment

2022

Week 51

Type	Description
Fix	Performance improvements to the Call Quality Debug page
Improvement	Restructured the collection of data to minimize impact on the agent/user

Week 49

Type	Description
Improvement	On user details the existing graphs for CPU usage Over Time and Memory Usage Over Time now are filled by data coming from the Streaming Metrics data. This means that we now have data points at a much shorter interval. You can even zoom in to see more details.
Improvement	We added two new graphs on the User Details page in the Users’ Network section to show Network traffic - Sent kbits /Sec & Network Traffic - Received kbits/Sec. These are also based on streaming metrics data.
Improvement	we added a table in the Teams Call Expanded Details section on the user details page to show ‘Teams Voice Endpoint Latency’ that shows you which endpoints are performing best or worst.

Week 40

Type	Description
Fix	Fixed issue with data not showing in Direct Routing optimization
Preview	Version 2 of the new Real Time metrics page is released. The page can be accessed by changing the URL of the existing real time metrics page to include V2: ( …/live/… to …/liveV2/…)

Week 37

Type	Description
Improvement	User Details page: Fixed problem with hover over on bar charts not showing a legend.
Improvement	User Details page: Adjusted the process tables to show only significant processes. A significant process is any process that was in the top 10 of processes consuming CPU at the scan interval plus any of a predefined list of processes we will always monitor (Teams, Chrome, etc).
Fix	Remove empty lines in Hardware report
Improvement	Routing map: We enhanced and added maps for all three tested workloads (Teams, Presence, Outlook). This changes the layout for the page but also now gives you the option to see the different routes your data is taking for different workloads
Improvement	On the Corporate Network Call Quality Report (Reports folder) Microsoft was removed as an ISP as it was confusing and could lead to inaccurate conclusions.

Week 36

Type	Description
Fix	Fixed several errors that could cause red errors in certain dashboards
Improvement	User Details page: We moved the OneDrive info into a separate section at the bottom of the page and changed the graphs.
Fix	Fixed a problem on the call list where sometimes calls were shown more than once.

Week 34

Type	Description
Fix	The User Search page only requires search strings of 3 or more characters
Improvement	User Details page: In the section “Teams Calls Expanded Details”, the calls in the list are now clickable and will take you to the call details page for that call.
Fix	Interface improvements for consistency

Week 33

Type	Description
Improvement	Removed obsolete graph panels on the Microsoft Services dashboard
Improvement	The New portal homepage is now dynamic. Meaning that we can release new pages to customers more quickly (this will happen soon!)
Improvement	User Details page: The values for Last Reboot Time and Device Model were added tot the page header.

Week 30

Type	Description
Improvement	On the Agent Support page, the bar charts are now clickable & exportable
Improvement	Real Time metrics page: KPI boxes times have been unified on date formatKPI boxes units have been unified
Fix/Improvement	in the Exports of lists from the new App: Dates now export correctlyAdditional identifier (Userid/PGUID) columns are added for debugging purposes
Improvement	Agent History Report: is now grouped by deviceAgent version column is added
Improvement	Real Time metrics page: KPI boxes times have been unified on date formatKPI boxes units have been unified
Improvements	Tabs in the portal app now show the name of the page
Improvements	Logo on all app pages is clickable and takes you back to home page
Improvements	We removed some icons from links and show only an icon if we open that link outside the current tab (‘jump out’)
Improvement	Improved ISP Overview page renders the ISP Overview by ASN page obsolete. The obsolete page was archived

Week 28

Type	Description
Improvement	The Real Time Metrics page showing metrics during calls now shows pre-loaded historical data from earlier in the call
Fix	The number of “failures to connect” and “mid-call drops” on the Tenantwide Overview page was corrected as it showed incorrect values in certain cases.

What is a "Preview Feature"?

Mon, 01 Jan 0001 00:00:00 +0000

At panagenda we know that SaaS offerings in the cloud move fast — and our customers need to monitor new functionality just as fast. To meet those needs, we prefer to bring new functionality to you as quickly as we can. Such functionality is initially launched as a preview feature.

Are Preview Features Secure?

Yes. At panagenda, we consider security the minimum criterion for any new feature. If a product concept does not fit our security model, it is simply discarded. Only functionality that meets our security model is developed and promoted to the level of a preview feature.

What is TrueDEM?

Mon, 01 Jan 0001 00:00:00 +0000

TrueDEM is a SaaS solution that includes a Microsoft AppStore application installed on every PC. This app delivers telemetry data from different areas in order to detect end-user experience issues against the Microsoft 365 cloud — especially when it comes to Microsoft Teams call-quality analysis.

Thanks to the app, the entire user journey can be analyzed, whether the user sits in the company office or works from home.

TrueDEM (Digital Experience Monitoring) provides a more proactive approach to managing your Microsoft 365 user-experience levels, covering the following use cases:

Release Notes Agent (Windows)

Mon, 01 Jan 0001 00:00:00 +0000

Note! This list only contains generally released versions of the agent for Windows. Versions released under the ‘insiders channel’ program will not be listed.

2026

Week 34

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.27.3	Features: Added license check action. Improvements: Renamed from OfficeExpert EPM to TrueDEM conform product naming, including updated logos, icons and image assets; various scanning engine improvements. Fixes: Fixed missing WLAN information on Windows 10 machines

Week 24

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.27.3 (insider channel only)	Features: Added license check action. Improvements: Renamed from OfficeExpert EPM to TrueDEM conform product naming, including updated logos, icons and image assets; various scanning engine improvements. Fixes: Fixed missing WLAN information on Windows 10 machines

Week 13

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.26.3	Improvements: Improved Scan Engine capabilities; Improved Push Notification Registration process; Signed executables

Week 5

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.25.6	Improvements: Wi-Fi network details are now retrieved w/o triggering the location privacy icon in the taskbar; Smarter Wi-Fi BSSID roaming update retrieval

Week 3

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.26.3 (insider channel only)	Improvements: Improved Scan Engine capabilities; Improved Push Notification Registration process; Signed executables

2025

Week 49

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.25.4	Features: Added OS version identifier. Improvements: Improved exception handling in Connected Network Interfaces; Updated the Package Signing Method outside of Visual Studio. Fixes: Fixed the Inbound and Outbound Max bps
TrueDEM Agent	1.25.6 (insider channel only)	Improvements: Wi-Fi network details are now retrieved w/o triggering the location privacy icon in the taskbar; Smarter Wi-Fi BSSID roaming update retrieval

Week 42

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.25.4 (insider channel only)	Features: Added OS version identifier. Improvements: Improved exception handling in Connected Network Interfaces; Updated the Package Signing Method outside of Visual Studio. Fixes: Fixed the Inbound and Outbound Max bps

Week 36

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.25.2	Features: Added SkipWhenNotPublished parameter to WifiAction; package now signed with a panagenda certificate. Improvements: Moved PublishOnlyWhenInCall parameter to Teams actions; Autodiscover filters on PackageFamilyName; reduced Location service retrieval frequency on Windows 11 Build 26100. Fixes: Network scan routing-table metrics issue resolved

Week 18

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.25.2 (insider channel only)	Features: Added SkipWhenNotPublished parameter to WifiAction; package now signed with a panagenda certificate. Improvements: Moved PublishOnlyWhenInCall parameter to Teams actions; Autodiscover filters on PackageFamilyName; reduced Location indicator display frequency on Windows 11 Build 26100. Fixes: Network scan routing-table metrics issue resolved

2024

Week 50

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.24.1	Features: Scheduled update check included. Improvements: Immediate scans on new VDI installs; Autodiscover Service now included. Fixes: Teams Plugin updated to address real-time call data interruptions on Teams auto-update.

Week 30

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.23.2	Features: Non-persistent VDI support for M365 Core; new Network Adapter scan; new Connected Network scan; dynamic scan config by License Roles. Improvements: IPv6 filtering; registration service logs; updated Teams Plugin

Week 24

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.22.5	Improvements: Better Network Adapter retrieval; TrueDEM Manager version retrieval; purging mechanism; token acquisition prioritization; updated Teams Plugin. Fixes: Updated Microsoft.Identity.Client library (vulnerability fix)

Week 16

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.21.2	Updated Teams Plugin to align with current Teams client; improved silent authentication; expanded network data retrieval; cleanup of obsolete scan config; minor UI text adjustments

Week 12

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.20.14	Features: On-demand updates from within the agent; upload TrueDEM Agent + Manager logs from settings. Improvements: Supports latest public Teams v2; updated Microsoft libraries; more EntraID troubleshooting info; reduced scope of data retrieved

Week 8

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.20.7	Features: Full support for Microsoft Teams v2.1; security hardening (new ClientId, Audience, Scopes); Roles support (preview ring, focus group); Teams Version & Tenant participant count in streaming metrics; collect Teams v2 logs. Improvements: Compress scan results; extend LocalStorage; fewer token/IPHash requests. Fixes: Log collection from Teams Plugin

2023

Week 49

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.16	Updated background tasks registration sequence; improved Teams Plugin (Microsoft changes)

Week 48

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.15	Fixed issue with Video Sent data missing in Call RT data in some cases

Week 45

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.14	Update to Agents loading with arguments for “classic” launch

Week 42

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.10	Improvements: Authentication and Token Management; Registration Process. Fixes: Scan Configuration; Teams V1 video data; startup interaction when minimized. Features: Traceroute v2 capability

Week 34

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.6	Minor fixes to improve Scan Configurations management

Week 31

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.5	Minor update on processes action to retrieve additional information

Week 29

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.19.4	Reduce data sent with live/streaming metrics; event-hub pools prep; network scan engine improvements; fewer scan config pulls; minor behavior fixes

Week 18

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.18.7	Fix applied to solve a problem that could cause Traceroute parsing errors
TrueDEM Agent	1.18.6	Optimization updates

Overview of All Incidents

Mon, 01 Jan 0001 00:00:00 +0000

Closed incidents and Advisories can be viewed by going to the Microsoft 365 Service Health page and selecting the “Closed Incidents” option to the right of the page.

It will open a list of all incidents and advisories for the last 30 days relevant to your tenant.

This list is sorted by default in descending order. The first column indicates whether the issue has been resolved or is still open. You can filter and sort further based on your needs by clicking on the column options.

User Experience - Connectivity Journey

Mon, 01 Jan 0001 00:00:00 +0000

The Connectivity Journey tab is located on the User Experience page for an individual user and represents the full network path a user takes while connecting to Microsoft Teams or Outlook.

What is the Connectivity Journey

Users have different ways of connecting to Microsoft depending on their network type and time of day. A managed network may direct a user to the nearest entry point at MSFT while an unmanaged one could take a completely different route. The Internet Service Provider can also make a significant difference. On the Connectivity Journey tab, you can see the exact route that a user takes while connecting to Microsoft Teams. Open the tab and select a date and a time you would like to see the connectivity journey for. This will open a visual representation of the connectivity journey as well as a complete list of all hops for that time & date.

Disk Pressure and Slow Storage

Mon, 01 Jan 0001 00:00:00 +0000

Slow or saturated storage shows up as application launch delays, profile-load stalls and general “everything is slow” complaints that are easy to misattribute.

How to diagnose

Watch disk active time and queue length during the complaint window. A disk pinned near 100% active time with a growing queue indicates I/O is the bottleneck.

How to resolve

Free space on nearly-full drives, exclude large sync folders from real-time scanning where appropriate, and replace failing or end-of-life drives.

How the Agent Update works

Mon, 01 Jan 0001 00:00:00 +0000

There are two scenarios for how the TrueDEM Agent (Store App) is updated today:

After restarting the OS (and login) — based on AppInstaller.
Auto-update — based on AppInstaller.

For both scenarios it is important that the end-user device can reach the following URL: https://autodiscover.truedem.com. Both rely on the AppInstaller framework.

After Restarting the OS

The TrueDEM Manager is responsible for this action and checks for a new update. Whenever a user starts up the device and logs into the operating system, the TrueDEM Manager runs an online update check. If an update is available, it pulls and updates the TrueDEM Agent automatically. You can see the activity in the TrueDEM Manager log files.

Location/Bots Requirements for TrueDEM

Mon, 01 Jan 0001 00:00:00 +0000

A location/bot-based setup of TrueDEM requires the same specifications as an actual real user device. However since there’s no real user interaction in this scenario, there are additional requirements which need attention when configuring such device.

General Requirements

See Windows Platform Requirements.

Additional Requirements

Ensure the device is enrolled with Entra ID.
Confirm the account in use has a valid M365 license.
The user account should be exempted from MFA (and likely from conditional access policies as well).
Restart the device at least once a week (updates).
Autologon must be enabled so the primary refresh token can be renewed (refer to Sysinternals Autologon below).

Autologon

Autologon depends if you have an hybrid setup or a cloud only one.

MS Outlook Versions Report

Mon, 01 Jan 0001 00:00:00 +0000

This report represents the distribution of Outlook versions installed and used across your organization. It allows you to identify potential problems with automatic updates as well as wich users are hesitant to switch over from the Classic to the New Outlook client.

This report covers users with TrueDEM Advanced Licenses only.

Elements

Graphs

Outlook Client versions seen in last 7 days: Shows the amount of users who opened a specific version of the OutLook client on their device in the last 7 days. If a user used both the Classic and New Outlook client in that period, or if the user received an update during that period, or if the users uses multiple devices, it is possible that the user is counted for multiple versions. The accumelated number of users this graph can therefore exceed the number of users in your organization.
Outlook Classic vs Outlook App: This graph shows the distrubtion between usage of the Classis vs New Outlook app. As with the other graph, be aware that this doesn’t mean that this is an absolute division as users can switch between the New and Classic Outlook client during the meassured period.
Users using both Outlook Classic & Outlook App in last 7 days: This report gives the absolute numbers of users identified as using both the Outlook Classis and New Outlook app in the last 7 days. Reasons why users use both can vary. From being in the transition from one to the other or because users sometimes (temporarily) switch between versions because a version lacks the functionality they need.

Exports

There are three exports available:

TrueDEM Portal - Access

Mon, 01 Jan 0001 00:00:00 +0000

TrueDEM Portal - Dashboard Access

This EntraID Enterprise application is created in panagenda’s tenant and operates as a multi-tenant App Registration. The application requests only the permissions necessary to verify user identity to ensure that access to the panagenda TrueDEM Portal is limited to individuals from specific domains.

An administrator must first approve/accept the application in order to provide consent on behalf of the entire organization!

Once accepted by an administrator, the app is listed as Enterprise Application in your Microsoft EntraID Tenant.

Privacy Policy for TrueDEM

Mon, 01 Jan 0001 00:00:00 +0000

Scope

This privacy policy describes panagenda’s privacy practices for TrueDEM

It only applies to the data collected and processed within the service. Any data in relation to the business transaction between panagenda and you (sales contacts, payment information, etc) is covered by our general privacy policy.

Who We Are

The panagenda group is made up of the following entities:

panagenda GmbH, Austria
panagenda GmbH, Germany
panagenda Inc., USA
Trust Factory B.V., The Netherlands

Contact details for the Data Protection Officer can be found in the “Contact Us” section at the end of this document.
General contact details for all entities can be found on our website: https://www.truedem.com/imprint

Real Time Call Data – Details for an individual user

Mon, 01 Jan 0001 00:00:00 +0000

This page displays real-time metrics gathered by our agent during a call for a specific user. To access this page, first select a call from the call list and then click on the “Real Time Data” link corresponding to the user you wish to inspect.

At the top you will have insight into the third party devices used, Teams version, Codec and network type. Below you’ll find information about detected Insights, a donut chart showing the issues detected and how many intervals of 30 seconds thes occured during the call.

Security / Architecture

Mon, 01 Jan 0001 00:00:00 +0000

Permissions Needed on the Windows Machine

The agent can be installed by a standard user. No administrative rights are needed to install the agent. No special firewall or antivirus exceptions are needed.

Credential Security

The agent application does not save, transmit or use the user’s Microsoft 365 credential. The agent operates using a delegated permission model and never has access to the user’s credential. In most enterprise scenarios, the agent will silently authenticate when the user is logged in. If authentication is required, the user will authenticate directly with either Microsoft, your company’s on-premises ADFS server, or your third-party identity provider.

Teams Versions Overview (Report)

Mon, 01 Jan 0001 00:00:00 +0000

The Teams Versions Overview report shows all Team Clients versions that were used in calls in the tenant in the last 7 days. This overview shows clients regardless of whether that are on monitored or unmonitored devices. Per version it shows the number of devices using it and the users involved.

It categorizes them by Operating system and version and indicates how many versions of the Windows client are older than 90 days. Under Microsoft-controlled rollout schedules versions exceeding 90 days are classified as outdated.

User Details

Mon, 01 Jan 0001 00:00:00 +0000

This feature requires the TrueDEM® Advanced for Microsoft Teams license

Note! This page was deprecated and will not be updated going forward. The user details page is available with the TrueDEM® Advance for Teams license and gives you deep dive information about the user and his device. If a user uses multiple devices, you will have separate pages for each as much information is device context specific. The only exception to this is the “Call to issue source mapping” list, which shows all call regardless and the section on OneDrive metrics, which is user specific. The Advanced User Details page can be opened by going to the User Experience - User Summary tab and clicking the button

Diagnosing Poor Wi-Fi Quality

Mon, 01 Jan 0001 00:00:00 +0000

For remote and home-office users, the Wi-Fi link is the most common blind spot. Tools that stop at the corporate edge never see it.

What to check

Signal strength (RSSI): weak signal forces retransmissions and lower data rates.
Channel congestion: neighbouring networks on the same channel cause contention.
Roaming: devices that cling to a distant access point instead of switching to a closer one.

Quick wins

Move closer to the access point, switch to 5 GHz where available, and reduce competing devices on the same band during calls.

Acceptable Use Policy for TrueDEM

Mon, 01 Jan 0001 00:00:00 +0000

Version 3 - Febuary 21, 2023

Scope

This Acceptable Use Policy describes panagenda’s policy regarding acceptable use practices for TrueDEM. This policy works in concert with the SaaS agreement between you and panagenda, and in case of conflict, the SaaS agreement supersedes this Acceptable Use Policy.

Rules

When using TrueDEM (the “System”), you must follow these rules:

Do Not Use the System in a Way That is Against Applicable Law

This includes, but is not limited to:

Release Notes Agent (macOS)

Mon, 01 Jan 0001 00:00:00 +0000

Note! This list only contains generally released versions of the agent for macOS. Versions released under the ‘insiders channel’ program will not be listed.

2026

Week 38

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.3.5 (insider channel only)	Features: Added Teams plugin support for retrieving real-time Teams call metrics; added additional metrics for CPU, memory and process monitoring; added Wi-Fi signal strength calculation

Week 34

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.2.3	Features: Added license check action; added macOS version name resolution (e.g. macOS 26 resolves as “Tahoe”). Improvements: Migrated to .NET 10.0

Week 24

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent	1.2.3 (insider channel only)	Features: Added license check action; added macOS version name resolution (e.g. macOS 26 resolves as “Tahoe”). Improvements: Migrated to .NET 10.0

Week 5

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent for macOS	1.1.1	Enhancement: Enhanced Scanning Engine capabilities; fixed an issue related to IP Address anonymization processing

Week 2

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent for macOS	1.1.1 (insider channel only)	Enhancement: Enhanced Scanning Engine capabilities; fixed an issue related to IP Address anonymization processing

2025

Week 50

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent for macOS	1.0.28	Enhancement: Improved retrieval of Wi-Fi information; added support for Preview and GA channels; added Support Page (display support data, upload log files, manual update from the About page). Agent version 1.0.28 is now generally available.

Week 49

Agent	Version	Description
TrueDEM Agent for macOS	1.0.28*	Enhancement: Improved retrieval of Wi-Fi information; added support for Preview and GA channels; added Support Page (display support data, upload log files, manual update from the About page)

Week 46

Agent	Version	Description
TrueDEM Agent for macOS	1.0.22*	Enhancement: Added support for Single Sign On; added Network Adapter info (id, name, description, type, MacAddress, etc.); added CPU and Memory usage info

Week 42

Agent	Version	Description
TrueDEM Agent for macOS	1.0.20*	Enhancement: Added ComputerName retrieval alongside Hostname; OS Version name (e.g. Sequoia); GA vs pre-release indication. Fix: Prevented unexpected UI popups on authentication failure during scan execution

Week 37

Agent	Version	Description
TrueDEM Agent for macOS	1.0.18*	Improvements: Improved device name retrieval; prevented unnecessary OS permission dialogs (machine restart required to take effect)

Week 34

Agent	Version	Description
TrueDEM Agent for macOS	1.0.17*	Improvements: Essential improvements to initial installation and performance. Fixes: Fixed SSID retrieval for macOS >= Sequoia 15.6
TrueDEM Agent for macOS	1.0.15*	Features: Release of the new TrueDEM agent for macOS devices, providing scanning and reporting for Microsoft workload performance, DNS, system info checks, connected network interfaces, network statistics and traceroute details. Includes auto-update capabilities.

Versions marked with * were preview state, selectively released on request.

How to use the Focus Group

Mon, 01 Jan 0001 00:00:00 +0000

A Focus Group is a group of important users in your organization.

The user who gets the Important User role assigned needs to have the TrueDEM Manager v6.1 or higher installed, and it requires TrueDEM Agent version 1.20 or up.

Configuration

The configuration must be done on the TrueDEM API Enterprise Application within your Microsoft Entra ID tenant:

Navigate to the TrueDEM API app within Microsoft Entra ID.
Select the Users and Groups tab.
Select a group or individual people.
Select Roles and pick Important User.

Note: It can take some time before the user can be looked up via the Focus Group only checkbox on User Search.

Insider Channel Setup

Mon, 01 Jan 0001 00:00:00 +0000

On average, panagenda releases incremental updates to our agents 2-3 times per month. We understand that this is too frequent for the entire user population in most enterprises. As a result, we have implemented a branch concept in our auto-update model.

Each time a new install package is generated, this is added to our distribution points for the Preview Branch (Insider Channel). Any user that is set to preview will get this update installed within one day. Preview users can expect to silently receive 2-3 agent updates per month.

User Experience - User Experience

Mon, 01 Jan 0001 00:00:00 +0000

The User Experience page gives insight into the performance of measured M365 services for the individual user. Measurements represent the results of quality tests to the M365 services for the user from their device and within their context compared to the performance of these services for the user in the previous weeks. Low numbers can indicate a worsening or improvement of the situation. However, do keep in mind that low numbers don’t necessarily mean that the user experiences problems themselves yet. If they do though, this page can help identify in which area of responsibility (authentication, network or Microsoft Services) an admin should perhaps start with problemshooting.

Scan Requirements

Mon, 01 Jan 0001 00:00:00 +0000

A few requirements must be met for some tests to run successfully.

Exchange Online – Shared Mailbox Test

The Shared Mailbox test generates results only when a user has both attached and accessed a shared mailbox in Outlook.
If the user hasn’t interacted with a shared mailbox and the auto-attach flag is set to false, it does not deliver any measurements (the test will be skipped).

Note: The number of shared mailboxes doesn’t matter.

Teams Relay Region Analysis

Mon, 01 Jan 0001 00:00:00 +0000

Teams Media Relays are essential for Unified Communication in Microsoft Teams. The Media Relay location is where audio/video traffic is routed through for Teams calls. In general, this should be as close as possible to the users location. Microsoft states it should be in the same region of the first connecting user. Organizations must ensure their network is configured correctly to allow traffic to and from the Teams Media Relays, including setting the appropriate firewall rules to honor this. One crucial aspect is DNS configuration so that local computers resolve the correct region for the Media Relay.

Release Notes TrueDEM Agent Manager

Mon, 01 Jan 0001 00:00:00 +0000

2023

Week 48

Agent/TrueDEM Manager?	Version	Description
TrueDEM Agent Manager	6.1	Improved security; use of new ClientId and Scopes (requires admin consent — see documentation); ability to set a specific user via a settings file; Installer Version and Installer Product Version now identical; improved logs (background tasks check); start the manager using the Windows Shell when the alias is not found; allow TrueDEM Manager to run only once per user session; removed the forced agent update at TrueDEM execution

Week 16

Agent/TrueDEM Manager?	Version	Description
TrueDEM Manager	5.1.5	New version of the TrueDEM Manager 5.1.5: during startup (after login), TrueDEM Manager now also checks whether required background tasks for the agents are in place and creates them if not

Microsoft M365 App Status

Mon, 01 Jan 0001 00:00:00 +0000

The Microsoft App Status page shows you how your users are experiencing the various apps of M365. Per app we perform multiple tests that give an indication of the performance of the app in relation to your user’s historical experience. Showing you what is going on specifically for your organization.

App – platform - functionality

Per app, we run one or more tests from the context of your users to measure the user experience and we run them against various platforms. In that way we can identify which functionalities of the app are or are not performing as well as on which platforms. It’s quite possible that certain functionalities are not giving an optimal experience on one platform but do on another.

Teams Media Analysis

Mon, 01 Jan 0001 00:00:00 +0000

The following report provides insights into the Team’s media usage of video and screen sharing across departments.
This analysis aims to enhance our understanding of media usage and improve overall efficiency and user satisfaction.
There are three primary reasons why this data is valuable:

Enhanced Employee Experience: Understanding video usage patterns can help IT teams address any technical issues that may be affecting the employee experience.

Proactive Problem-Solving: Video usage will vary between enterprises and departments, but usage rates tend to be relatively consistent across a large company. When specific locations demonstrate significant variances from the company’s average, it often indicates that users are encountering difficulties, even if they have not reported them.

Troubleshooting

Mon, 01 Jan 0001 00:00:00 +0000

Below you will find basic steps for what you can do in terms of troubleshooting the TrueDEM Agent and/or the TrueDEM Manager.

Restarting the OS

In many cases, a restart of the OS helps in resolving issues, so this should always be the first option before continuing with the other items below.

TrueDEM Manager — Logs

The TrueDEM Manager is responsible for deploying the Agent and getting the latest update for the Agent itself. If you notice that end users are not on the latest version of the Agent, then the following log can help you. You can find logs from the TrueDEM Manager here:

TrueDEM Manager

Mon, 01 Jan 0001 00:00:00 +0000

The TrueDEM Manager is a helper app created and signed by panagenda. The following content is an addition to the PDF Document “TrueDEM Manager Overview” which we share with customers.

TrueDEM Manager is installed as an Application and can be found on the Apps & Features Settings Page of your Operating System.

Note: The application itself can not be looked up via the Windows Icon (it is just hidden as a selectable application)

Endpoint Manager Deployment (Intune)

Mon, 01 Jan 0001 00:00:00 +0000

TrueDEM Manager deployment via Microsoft Endpoint Manager

Step 1: App Information

Sign in to the Microsoft Endpoint Manager admin center.
Select Apps> Windows > Add.
On the Select app type pane, select Windows app (Win32).
Click Select. The Add app steps appear.

On the Add app pane, click Select app package file.

On the App package file pane, select the browse button. Then, select the location where you have stored the panagenda-provided Intuneinstallation file with the extension .intunewin. The app details appear.
When you’re finished, select OK on the App package file

Live Teams Call Status

Mon, 01 Jan 0001 00:00:00 +0000

This overview shows all calls taking place in your environment at the moment*. It shows the number of calls and number of users in calls as well as the number of managed networks having calls that show issues (impacted networks). The tables on the report show all calls per network. Each (managed) network shows the calls in which there is at least one participant connecting over that (managed) network. If a call has users from multiple networks, it will be listed under all of these networks.

User Experience - User Summary

Mon, 01 Jan 0001 00:00:00 +0000

The user details tab holds detailed information about the user. For example their role, department, location, assigned Microsoft licensens etc.

It’s also the place where you can link through to the User Details page for additional analytics, as to the users direct manager.

The TrueDEM License visible here determines which data is collected for the user in TrueDEM and whether or not data like Teams Call analysis are available. More information on the licenses and roles can be found here: TrueDEM App Roles

How to Verify if the Client App Was Installed?

Mon, 01 Jan 0001 00:00:00 +0000

Go to Apps & Features to check if the app was installed successfully.

If you use the legacy “Programs and Features”, you will NOT see the App Store application at all.

For this reason, Microsoft doesn’t recommend using the legacy view.

User Experience - Device Summary

Mon, 01 Jan 0001 00:00:00 +0000

The Device Summary tab shows the basic characteristics of the Device the user was using.

Important here is the “Last Seen” field and “TrueDEM Agent” as this will help you identify issue with the completeness and reliability of data portrayed for the user.

Known Issues

Mon, 01 Jan 0001 00:00:00 +0000

TrueDEM supports all public versions of Microsoft 365. However, it is a dynamic environment where updates and changes happen often and fast. The TrueDEM team is dedicated to adjust and fix any issues that can arise from this. If issues can’t be resolved immediately we will report them here.

Latest Update: June 12th 2026 ( see below)

EWS test for Exchange Online may fail

June 12th 2026: The Exchange Online EWS test may occasionally fail temporarily, likely due to Microsoft activity affecting the Exchange Web Services API

Customer location mapping via IP subnet (optional)

Mon, 01 Jan 0001 00:00:00 +0000

Improving Visibility and Network Context with Customer Subnet Data

In TrueDEM, without additional information, all networks will be identified by their Subnet information (IP address & range) for authenticated networks and by their ISP name for ‘home’ networks.

By uploading your organization’s subnet and building information to panagenda, you unlock significant enhancement in TrueDEM’s dashboards:

Accurately identify internal (managed) network connections by name: TrueDEM recognizes when endpoints are connected within your corporate infrastructure.
Provide valuable location context: The uploaded building and tenant subnet information allows you to more easily identify the physical network location of users during calls.
Enhance troubleshooting and analysis: Being able to easily identify differences between calls made on various identifiable networks allows for more effective issue and cause identifcation
Enrich dashboard insights: Dashboards like the “Teams Call List” and “Live Call Status” will display associated location/building and subnet details. This provides a richer and more actionable view, as illustrated in the example below (screenshot):

Microsoft Outages Analysis

Mon, 01 Jan 0001 00:00:00 +0000

The Microsoft Outages report shows you an overview of the incidents resolved in the past 90 days that could potentially have impacted your users and that we can correlate to your environment.

The list provides the incident number & description, affected service and features, their start & end dates and the duration of the incident.

Note! This list only shows incidents that have been marked as resolved by Microsoft. Be aware that not all M365 incidents are displayed here. Only outages related to the Service “M365 Suite, Exchange Online, and Teams are included, specifically those pertaining to sign-in, connection, and access issues. In some cases, reports may not be shown because the underlying incident data from Microsoft is not correctly flagged.

Microsoft Teams Troubleshooting in 90 Seconds

Mon, 01 Jan 0001 00:00:00 +0000

Many factors can influence Microsoft Teams call quality. This video shows you some of the things to check when users complain.

Customer location mapping via wireless access points (optional)

Mon, 01 Jan 0001 00:00:00 +0000

Modern network architectures make IP-based location identification unreliable. TrueDEM uniquely identifies Microsoft Teams call quality issues at the physical WiFi Access Point level , going beyond what Microsoft natively offers.

What TrueDEM basically needs this information:

….which gets extended by TrueDEM to

…so that the System knows in which range an certain WAP is operating.

What data does TrueDEM need ?

Column Name	Description	Example
WapDisplayName	Friendly display name for the WAP displayed in reporting.	3rd Floor, Executive Conference Room
LocationId	This should match as much of your Managed NetworkName as possible. For example, if the Teams Admin Portal and TrueDEM have the following networks: DE/Mannheim/MainCampus/10.10.10.0DE/Mannheim/MainCampus/10.10.20.0 DE/Mannheim/MainCampus would be the preferred LocationId	DE/Mannheim/MainCampus
WapMac	Management address for the WAP.	00:04:DD:11:22:40*****
WapMatchingBase	Often the management MAC address, but it is not required to be the same address. This the first in a pool of dynamic MACs to be used by the device	00:04:DD:11:22:40
WapMaxRangeSize	Number of MAC addresses that can be bound to different SSIDs. Legcacy enterprise devices supported 8 per radio channel, for a total of 16. Most currently supported enterprise class devices running only 2.4GHz and 5GHz radios support 16 per radio, for 32 total. Most enterprise WAP with 3 radios - 2.4 GHz, 5 GHz and 6GHz radios can use up to 64 virtual Mac Addresses. There is still a limit of 16 SSIDs/Mac per radio on most equipment. However, Cisco for example allows their 8x8 5Ghz radio to be split into (2) 4x4 Radios. Please provide the maximum number, even if you are currently not running a particular radio.	32
Wap Note	Optional. Available to provide additional detail on brand and model if you are uncertain how many virtualized SSIDs / Mac Addresses exist.	Optional

***** NOTE on MAC Address Formatting:

macOS - Single Sign On

Mon, 01 Jan 0001 00:00:00 +0000

Single Sign-On with the TrueDEM macOS Agent works a bit differently from the Windows version. After installing the macOS Agent, users may encounter a login dialog the first time the Agent runs. This occurs if they haven’t already authenticated to M365 via their web browser, requiring a one-time manual login. If users are already logged into M365 in their browser, the login dialog won’t appear, as TrueDEM uses the existing browser token for Single Sign-On.

AppLocker - Allow Rule

Mon, 01 Jan 0001 00:00:00 +0000

If you use AppLocker, ensure your environment trusts TrueDEM.

If a rule exists where a PublisherCondition is set and configured for the end user allowing all signed applications, no further action is needed (see box).

<FilePublisherCondition PublisherName="*" ProductName="*" BinaryName="*">

If you have individual policies in place, ensure that one is created for TrueDEM based on description below.

Configuration

As an AppLocker Administrator, make sure you have the TrueDEM Agent installed on the Device in which you configure the AppLocker Rule.

TrueDEM M365 Scans Overview

Mon, 01 Jan 0001 00:00:00 +0000

Shared Mailbox Access

Challenges

In enterprise environments, shared mailboxes often reside in different regions or server farms. When users experience slow access, it can be difficult to determine whether latency stems from geographic distance, cross-region dependencies, or broader service issues. Without active monitoring, there’s no reliable way to tell.

Approach - How it is done

The test first determines whether a user has access to any shared mailboxes. If shared access exists, the scan connects and measures access latency. For users without shared mailboxes, the test is skipped.

TrueDEM App Roles

Mon, 01 Jan 0001 00:00:00 +0000

The TrueDEM API EntraID Enterprise app provides several roles, which require TrueDEM Manager version 6.1 or later.

The available roles are listed below.

Role Name	Category	Description
Enterprise Channel	Channel	[default] Agent: Main Release Channel
Insider Channel	Channel	Agent: Preview Release Channel
Advanced License	Licensing	[default] User is enabled for M365 and Teams Call Monitoring
Core License	Licensing	User is enabled for M365 Apps Monitoring only
Standard User	UserType	[default] General users
Important User	UserType	Use this role to tag users requiring closer attention.
Robot User	User Type	Use this role to tag accounts where TrueDEM Agent operates on a standalone (non-user) device in different locations.

Teams Webhook Config

Mon, 01 Jan 0001 00:00:00 +0000

Sending alerts to a Teams Channel by using webhook notifications is a common way to use. Before you can send alerts to a Teams channel, you must ensure that the necessary configuration is in place within Teams.

Create Webhook Url (link)

Workflows App

Make sure the Workflows App is available for the Administrator who creates the webhook config. Just simply lookup for the app within your Teams Client and installed it.

Remove TrueDEM components in an Organization

Mon, 01 Jan 0001 00:00:00 +0000

To discontinue our SaaS offering, please remove the following TrueDEM components from your environment:

TrueDEM Manager App
EntraID Enterprise Applications

TrueDEM Manager App

To remove TrueDEM from a Client PC, just uninstall the TrueDEM Manager. This will automatically remove the TrueDEM Agent from the System. Use the following msiexec command below and run it as an Administrator:

msiexec /x {1365178D-2BDC-4044-95D2-B96E5B9E95A7} /qn

The TrueDEM Manager and the TrueDEM Agent are gone immediately.

macOS Privacy Preference Policy

Mon, 01 Jan 0001 00:00:00 +0000

On macOS, TrueDEM (>= v1.3.*) collects Microsoft Teams call-quality telemetry through a small extension.

Because macOS treats another application’s data folder as private, the operating system asks the user for permission the first time TrueDEM accesses the Microsoft Teams folder. The enduser will see the following dialog:

Known limitation
When the permission is granted (by the enduser) from the dialog, macOS 15 and later store it for the current session only. As a result, the prompt can reappear (typically after a restart of the machine/after logging out and back in/if the TrueDEM background service is restarted). This is macOS behaviour and is not specific to TrueDEM.

On some macOS versions there is no dialog at all. Access is refused straight away and macOS instead shows a notification saying that TrueDEM tried to access data from another app. Clicking that notification opens System Settings → Privacy & Security → Files and Folders.