Troubleshooting Remote End-User Experience with Endpoint Monitoring

In today’s Tip of the Day, we are looking at troubleshooting remote end-user experience using Catchpoint’s Endpoint Monitoring solution. According to a recent set of figures from Stanford University, 42% of the U.S. labor force is working from home full-time. Based on their earnings, this group of work-from-home employees accounts for over two-thirds of U.S. economic activity. It is more crucial than ever that while working from home, people can maintain the same levels of productivity and efficiency levels as in the office.

Resolving Video and Voice Issues

At Catchpoint, all 260 of our employees in the U.S., India, and the U.K. have been working from home as of mid-March. In today’s Tip of the Day, we show you how we used Catchpoint to troubleshoot a recurrent issue that our CRO, Tim Blunt, was having during online meetings. Like so many of us, Tim is working at home and dependent on the high-performance quality of his video and voice calls for efficient internal and external communication. Tim heads our global sales effort so you can imagine how many calls he has on any given day.

Without the option of going elsewhere to work, it was important we determine what was going on with Tim’s voice and video situation as quickly as possible so we could remediate the issue without delay.

In order to consolidate our findings, we created a custom dashboard for our VP showing as many telemetry data points as possible. As any troubleshooter knows, it is always the case that the more monitoring points you can leverage, the easier it will be to diagnose the problem.

Fig 1: Custom Dashboard

In the dashboard above, we are leveraging our Endpoint agent, which is installed directly on Tim’s device, allowing us to view his device location, all applications being used, and the network information. In the list of applications being used, we can see Tim uses Microsoft Teams, Office, Sharepoint, and Planner on a daily basis, not surprising since Catchpoint is an Office 365 shop.

With this data, it is immediately clear that Teams is showing a higher roundtrip time on the network than the other Microsoft services, and indeed it has been consistently showing this for an extended period of time.  Something is going on in regards to Teams and Tim’s environment.

Watch our video to see how we determined whether this was a Teams issue, a network problem, a VoIP challenge, or something connected to Tim’s local environment. Rest assured we worked out what the problem was and now Tim’s video and voice calls are working flawlessly again.

Watch our Demo of an In-depth Use Case

In today’s video, you will:

• See how Catchpoint’s endpoint monitoring solution was used to troubleshoot a remote end user’s problems with voice and video calls;
• See how to build a custom dashboard focused on a single employee, their application usage, and local environment (including device, local ISP, and Internet connection details);
• Understand how comparing the user experience of different employees within your company can help you pinpoint an individual employee’s specific problems;
• Gain insight into the way in which Catchpoint combines the ability to monitor the application, the network, and the endpoint to quickly determine where the issue lies.

To understand more about Catchpoint’s Endpoint Monitoring solution, feel free to check out our earlier videos on the topic in the series (Wi-Fi and Application Health with Endpoint Monitoring and Measuring Employee Experience).