Optimizing and Troubleshooting Digital Experience for a Hybrid Workforce

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© 1992–2020 Cisco Systems, Inc. All rights reserved. 2
© 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
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Featured speakers
Ian Waters
Head of GTM
Alex Cruz-Farmer
Group Product Manager

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© 1992–2020 Cisco Systems, Inc. All rights reserved.
Before We Begin...
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Copyright ©2020 ThousandEyes, Inc. All Rights Reserved.
Agenda
• ThousandEyes Introduction
• Challenges of a Distributed Workforce
• End User Monitoring
• Demo
• Forrester Total Economic Impact™ Findings
• Q&A
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@ThousandEyes

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The New Enterprise Reality
Internet is the new network
SaaS is the new app stack
Cloud is the new data center
Home is the new office

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Hybrid work and the fight for talent
CEOs identified
“Labor/Skills shortage” as
their second highest
concern to achieve growth₂
59% Employees see hybrid
work flexibility as a
benefit to remain in their
current job₃
65%
Employees are
thinking about leaving
their jobs in the next
three to six months₁
40%
₁ McKinsey Quarterly “The Great Attrition is Making Hiring Harder”
₂ Gartner 2022 CEO survey “Implications and Actions for CIOs”
₃ Cisco Global Hybrid Work Study 2022
Companies today increasingly need to deliver the flexibility offered by
hybrid work to remain competitive, retain employees and attract new talent
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Distributed employees = Distributed Support
₁ Cisco Hybrid Work Index
of respondents say suffering
connectivity issues on a regular basis
is career limiting for remote workers1
say that networking infrastructure
is essential for a seamless working
from home experience1
84%
62%
82% of workers said hybrid has made them happier and more motivated in their role
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Real-time collaboration has increased by 25% in the last three years.
Majority of IT workers spend more than 10 hours each week on average
troubleshooting issues with these applications.
Source: 2021 Survey by Viavi Solutions
Troubleshooting Collaboration Apps is
a Time Drain
How many hours per week do you spend
troubleshooting unified communications issues?
More than 10 hours Up to 10 hours Unsure None
66% 19% 12% 3%
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Troubleshooting the Hybrid Worker Experience
Inability to identify the problem domain leads to a productivity impact
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Hybrid Work – Core Use Cases
Remote Support Application Performance
Collaboration &
Customer Support
Delivering the right support to
your employees, remotely
• Issues with the Internet &
local broadband
• VPNs, Secure Web
Gateways / Remote
Access
• More complex home &
remote working
environments
Accessing the applications
they need to do their work
• SaaS & cloud-based
applications you don’t own
• Intermittent issues
affecting user productivity
• No macro view of Internet
health
Communicating effectively
with other employees,
partners or customers
• Issues connecting to
virtual meetings
• Poor video/audio quality
• Collaboration features
not working
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Troubleshoot individual user experience
issues
• Identify network issues in local or transit
ISPs and Cloud / SaaS
• Monitor performance to and through the
VPN
• Assess performance of Wi-Fi and local
network equipment
• Alert and report of key application
performance on a user basis
Endpoint Agent for End User Monitoring
Support Your Workforce Regardless of Location
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Massive Blind Spots Across the Internet
Seattle,
WA
VDI Chicago, IL
BYOD
Corp Device
Seattle,
WA
Paris,
France
VDI Chicago, IL
End-user
Wireless
Network
Wireless
Gateway
End-user
DNS
Direct
Connect
ISP Transit
Providers
SaaS
Onramp
Cloud
Providers
Datacenter
Infrastructure
Mobile
Networks
Local ISP
Cloud
Proxy
Is it something regional? Is it the CDN? Is it the transit network? Is it the application?
Last Mile
Internet Access
CDN and
Cloud Security
Internet Peering
and Transit
Cloud Hosting, IaaS and
SaaS Infrastructure
WAAP/
WAF
Edge
Delivery
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T I M E
Lack of End-to-end Visibility = Extended MTTR
IT Help Desk
Employees unable to
access SaaS CRM and
have intermittent issues
collaborating with peers
Network Engineering
No issues.
Open ticket with ISP
“War Room”
Multiple teams
Now what?
NOC
All devices up and
showing green
SaaS Provider
Everything’s fine!
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Feature:
Identifies IP sessions created by desktop-based
applications and dynamically creates synthetic tests to
provide end-to-end network path metrics between
the user and the application
Benefits:
• Removes the need for IT teams to manually
identify and configure IP addresses in scheduled
tests
• ASTs only operate when the application is running
decreasing noise and network traffic
• Identify exactly where the digital experience is
being degraded
• Correlate common nodes impacting multiple users
• Supports Webex, Microsoft Teams and Zoom
Automated Session Testing from ThousandEyes
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Automated Session Testing Explained
150ms 15ms 75ms 50ms
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Phase 1:
User launches the Webex app and
is asked to setup their audio/video
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Phase 2:
This is where the magic happens.
Upon starting, the Webex client sends
probes out to to identify the highest-
performing datacenter for the user at that
time.
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Phase 3:
The Webex client receives feedback
from all datacenters, and chooses the
best option based on the current network
and infrastructure conditions
150ms 15ms 75ms 50ms
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Phase 4:
The Webex Client then initiates a
connection with the best datacenter and
the user can join their meeting
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Phase 5:
Automated Session Testing
detects that there’s network
activity from the Webex client and
automatically creates synthetic
tests to the Webex node
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Building for the front-line: Endpoint Device View
Feature:
● Single view showing all available metrics for a
user’s device
● Purpose built for your front-line IT
Helpdesk/Support teams
Benefit:
• Helps IT teams identify trends across the
device (CPU, Memory) through to local
network metrics (WiFi, gateway and VPN loss
and latency) and finally data from synthetic
testing (ASTs, Browser Session and
Scheduled Tests)
• Flexible search to quickly switch between
different users based on
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Copyright ©2020 ThousandEyes, Inc. All Rights Reserved. 24
Quantifying the Benefits
of End User Monitoring
ThousandEyes commissioned
Forrester Consulting to conduct a
Total Economic Impact™ (TEI) study
and examine the potential return on
investment (ROI) enterprises may
realize by deploying ThousandEyes.
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Initial findings
• Visually showcase the map of the network with Internet-scale visibility
• Provide real-time application performance & user-experience data for internal and external SaaS apps
• Visualize data across network layers, graphically display load times and web page latency, and analyze
waterfall charts to isolate sources of bottlenecks
• Flexible path analyses from different angles, such as the network, location, BGP, IP address, etc.
• Proactively deliver alerts on the performance of the holistic network—from the data center to the end-user
workstation, including Internet, VPN, and Wi-Fi
• Be easy to deploy, scale, and maintain
The interviewees’ organizations were searching for a solution that could…
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The Total Economic Impact™ of Cisco
ThousandEyes End User Monitoring
This document is an abridged version of a study commissioned by Cisco ThousandEyes: The Total Economic Impact™ of Cisco ThousandEyes End User Monitoring, August 2022.
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Conclusions / Recommendations
• Consider support requirement for non-technical employees
• Working environments may vary and intermittent issues can be challenging to troubleshoot.
You need correlated data to quickly identify where the problem is.
• Many of the most critical applications for employees today are cloud or SaaS, you need a
holistic end-to-end view of your employee's experience.
• Collaboration applications can be challenging, with connections to multiple services such as
chat, video and voice. This can change for every user and every session. Make sure you can
dynamically monitor all traffic flows.
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Copyright ©2020 ThousandEyes, Inc. All Rights Reserved. 28
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Optimizing and Troubleshooting Digital Experience for a Hybrid Workforce

Optimizing and Troubleshooting Digital Experience for a Hybrid Workforce

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