Endpoint Agent Views 2.0

Innovation Overview

In addition to the limited preview features, we are excited to announce the following enhancements in our general availability release, inspired by valuable feedback from our limited preview users:

Feature Highlights

• Enhanced Internet Segment: The Internet segment now clearly identifies when the root cause of an issue can be related to a problem with an Internet node or link, making troubleshooting more efficient.

• Peer Information per Application: Users can now quickly determine if an issue with an application is isolated to a specific agent or if it indicates a broader outage affecting multiple users. This feature helps in discerning whether the problem is with the application itself or external factors.

• Guided Troubleshooting: For issues impacting multiple segments of a specific application, our new guided troubleshooting feature assists users in pinpointing the most likely segment causing the problem, streamlining the diagnostic process.

Customer Benefits

• Streamlined Issue Identification: Users no longer need to infer potential problems from network metrics. With clear visual segmentation, and helpful segment scores, identifying where an issue lies is more straightforward and intuitive.

• Efficient Problem Resolution: Technicians can easily troubleshoot issues affecting employees by quickly pinpointing the problem area. This helps enable them to provide immediate solutions or escalate the issue to the appropriate team without delay.

• Enhanced Digital Experience: By reducing mean time to identify (MTTI), mean time to resolve (MTTR), and the number of escalated tickets, the overall digital experience for end users is significantly improved.

Here are the quick steps to use Endpoint Agent Views 2.0:

1. In Agent Views, select a target user you want to troubleshoot for.

2. Under the Heat Map, you can find a holistic overview of this agent’s performance. Each box represents the data collected by this agent and the box color shows the degradation scale.

3. Select a single column or multiple columns for the detailed analysis.

4. Your selection applies to the Experience Timeline, which displays the performance score and related metrics.

5. The Segment Visualization provides a comprehensive look at the performance for each of these segments: Agent, Connection, Gateway, VPN, Internet, and Application.

6. The segment with poor performance is highlighted with the error or the poor metrics.

7. Under Internet Segment, now you can see any Internet segments with high link latency that are potentially causing the poor performance.

8. Under the Gateway and VPN segments, we show the performance from peer agents using the same nodes to isolate the scope of impact.

9. Guided troubleshooting suggests the failed segment that is likely causing the poor user experience in the time frame selected.