Both the desktop version of the Webex Meetings app and the mobile version of the Webex app are supported by ThousandEyes AST. Nevertheless, the integration for Troubleshooting will only display the network path for customers that join the Webex App desktop version.
How ThousandEyes work in Troubleshooting
The network path reports the total round-trip loss, the latency from the client to each hop, and any delays incurred moving from one hop to the next.
When a user who has a ThousandEyes endpoint agent installed on their machine enters a meeting through the Webex App, a Network Path line will be seen under Audio Quality in the participant details page that is associated with that user. This line provides information regarding the quality of the network path that audio data takes between the user’s client and the audio media node. Since audio and video data, in general, travel the same path and are serviced by the same media node, you are able to get a good idea of the user’s video quality as well. The quality of the network path is shown by dashed lines in the graph. The intervals that were chosen for the automated session test serve as the basis for each dashed line.
The loss percentage that was reported by ThousandEyes in the Network Path represents the loss that occurred before application error recovery was performed. Because the application might have been able to recover some of the lost packets while they were being retransmitted, a high packet loss before error recovery might not necessarily signal that the user will have a negative experience. During times of unstable network connections, the Webex App will attempt to recover lost packets in order to improve the user experience.
Due to the fact that the packet loss value under Audio Quality is assessed after error recovery, the round-trip loss will not match the value given for the packet loss in that section. The percentage of lost packets in terms of audio quality is a better representation of the real user experience.
When you move your cursor over a dotted line, you will see the user’s latency (round-trip) average value for that particular interval. The hue shifts based on whether or not a certain threshold is met by the value. Calculating thresholds involves the following steps:
- Poor (red)—Latency > 400ms or Loss (round-trip) > 5%
- Good (good)—Latency
- Fair (yellow)—Neither of the above.
- Unknown (grey)—The data that Control Hub needs from ThousandEyes is currently unavailable. It is possible that you will still be able to retrieve the measure by directly accessing the ThousandEyes dashboard.
Data cannot be transferred from ThousandEyes to Control Hub at this time. There is still a chance that you can grab the measure directly from the ThousandEyes dashboard if you try.
Network path route shows granular details for each node
The network path route provides information regarding each of the nodes that the hop connected to. The delay column displays the amount of time that has elapsed since the client’s computer communicated with the subsequent hop. The link delays, which represent the latency from the previous hop to the current hop, are shown by the brackets.
User machine node details
This node provides information regarding the user machine’s local network.
| Name | Description |
|---|---|
| Name | Name of the user’s machine. |
| IP Address | IP address of the user’s machine. |
| Private IPv4 | Private IPv4 address of the user’s machine. |
| Loss (round-trip) | Sending packet loss of the user’s machine. |
| Latency | End-to-end latency of the user’s machine. |
| Jitter | The user’s PC is being jittered by the user. |
| Location | Position of the user’s computer within the network. If the device is connected to a virtual private network (VPN), then it will display the location of the VPN instead. |
Connection type node details
This node provides information regarding the user’s machine’s connection type to the network.
| Name | Description |
|---|---|
| Name | Name of the network connection. |
| SSID | Service set identifier of the network. |
| Physical Mode | The type of physical mode that is being used by the network. |
| Channel | Channel that the network is using. |
| Link Speed | Bandwidth speed that is being utilized by the network. |
| Location | Position of the user’s computer within the network. If the device is connected to a virtual private network (VPN), then it will display the location of the VPN instead. |
VPN node details
If the user’s machine was connected to a virtual private network (VPN), then you are able to view the specifics of the VPN that was utilized.
| Name | Description |
|---|---|
| Name | Name of the VPN. |
| VPN Gateway IP | Gateway IP that the VPN connected to. |
| VPN Type | Type of VPN used. |
Network node details
This node provides information regarding all of the hops that took place throughout the interval. If there is even one hop in the node that has a delay of more than 100 milliseconds, the node will be highlighted in red.
Due to the fact that unknown nodes do not respond to ICMP calls, there is no information displayed for those nodes.
| Name | Description |
|---|---|
| Name | Name of the hop. |
| IP Address | IP address of the hop. |
| Prefix | Prefix for the IP address of the hop. |
| Latency (Link Delay) | The latency from the user’s machine to this hop is shown by the number that is taken out of the brackets. The number that is found outside of the brackets represents the amount of latency that was incurred from the previous hop to this hop. |
| Network | Network of the hop. |
| Location | Location of the hop. |
Install and activate ThousandEyes
Before you begin
You are required to do the following in Troubleshooting in order to view ThousandEyes network path data:
- In ordeIn ThousandEyes, users can be assigned to a certain account group.
Install endpoint agents on any machines for which you want to access data in ThousandEyes. - Begin by selecting the agents to keep an eye on and then creating an automated session test for Webex. We strongly suggest that you organize an AST in the following manner:You are required to do the following in order to view ThousandEyes network path data within Troubleshooting:
- Target—Webex
- Protocol—Automatic detection at intervals of no more than five minutes.
- Agents—All agents
- Max No. of Agents—5000
- ThousandEyes allows users to generate a token by navigating to the User API Tokens section, which can be found under Account Settings > Users and Roles > Profile.
- After you have finished all of the stages involved in the installation process for ThousandEyes, continue on with the steps that are presented here to enable the ThousandEyes integration in Control Hub.
What to do next
ThousandEyes endpoint agents will now monitor users whenever they join a meeting if they have endpoint agents installed on their machines.
- Log in to https://admin.webex.com, navigate to Organization Settings, and then scroll down until you reach the area labeled ThousandEyes.
- Set the switch that allows access to the ThousandEye API to the on position.
- There is a window that suddenly appears.
- After copying the OAuth bearer token from the ThousandEyes User API Tokens section, paste it into the corresponding text box.
- If the token passes the validation test, then you are free to move on to the subsequent stage. An error will appear in the event that the token is not validated. Check to see that the token corresponds with the token that was copied from the ThousandEyes User API tokens section.
- Click Activate.
You can only view ThousandEyes data for users who have ThousandEyes endpoint agents installed on their machines.
You won’t be able to view any data from ThousandEyes unless the users in question have the ThousandEyes endpoint agent installed on their computers.
- Go to the Troubleshooting section after logging in to https://admin.webex.com.
- Conduct a search for a user, and then choose a gathering.
- Simply select the user’s name to proceed.
- To display ThousandEyes network data, hover your mouse pointer over the dots in the Network Path.
- If you want to see more in-depth information on the network, you can click on the ThousandEyes icon to cross-launch into the ThousandEyes dashboard.
