Bringing the End-User Experience Pieces Together in Observer 17.5
Considering the art of troubleshooting end-user experience, it can be a similar process to constructing a mosaic. When a user complaint call comes in, it’s up to the IT engineer to gather clues, metrics, and data points around the user issue to form a complete picture of what occurred. Relying upon multiple tools reporting different network, application, and infrastructure metrics, network engineers begin to assemble the evidence to assess user experience and push towards resolving issues.
No different than mosaics requiring skilled artists to plan and assemble, determining the cause of user issues requires highly seasoned network engineers. Often without end-to-end visibility and being overwhelmed by complex KPIs, it’s easy for network teams to become sidetracked or lost in the troubleshooting process.
The result of this complex data mosaic, according to Forrester Research, is that nearly one-third of performance problems took more than a month to resolve or were never solved at all. To address this issue, Observer 17.5 revolutionizes the way network teams monitor, validate and troubleshoot end-user experience – building the mosaic for them.
The release replaces the plethora of detailed KPIs with a single outcome-focused End-User Experience Score to eliminate the guesswork and dead-end troubleshooting processes. The new, patent-pending score simplifies the troubleshooting process by delivering the complete picture of end-user experience as a single numeric value, along with intuitive problem descriptions and performance visualizations. This eliminates the long process of cobbling together metrics to assess user issues and replaces it with end-user experience driven workflows that empower any engineer to confirm and resolve issues.
Learn more about the End-User Experience Scoring along with other new features in Observer 17.5, and sign up to see how it streamlines user experience assessment and troubleshooting in an upcoming free webinar.