Integrate ThousandEyes with Troubleshooting in Control Hub

Required Webex version to view ThousandEyes data

Control Hub Troubleshooting integration with ThousandEyes endpoint automated session testing (AST) requires the Webex App desktop version 42.7 and later.

ThousandEyes for Webex Calling

Webex Calling customers can troubleshoot media quality issues for Webex Calling in Control Hub. However, with ThousandEyes integration, you can cross launch into the ThousandEyes application for even more details and further analysis of the network. Minute-by-minute data is collected. Per minute collection is recommended, given calls are generally shorter on Webex Calling.

When ThousandEyes metrics are available, for media calls, the cross-launch link and copy link are available in Control Hub. When the calling session has no media, the ThousandEyes link is not provided.

Limitations

• ThousandEyes for Webex Calling only supports calls on Webex App desktop.
• ThousandEyes data isn't applicable for all Webex Calling calls. If the call is established within the same network, it might be considered an ICE optimized call that doesn't pass through the Webex Calling cloud. Consequently, the ThousandEyes path won't be visible in this scenario.
• Tests indicated 100% packet loss when VPN was used, even though the actual calls weren't affected. This issue will be resolved in the next Endpoint Agent Client release. For more information, see ThousandEyes Documentation release notes.

ThousandEyes for Board, Desk, and Room Series devices

If you want to view ThousandEyes data for Cisco collaboration devices, read this article on how to set up the ThousandEyes Agent integration with those devices.

How ThousandEyes work in Troubleshooting

Network path provides the total round-trip loss, latency from the client to each hop, and any delays from one hop to the next

When a user with a ThousandEyes endpoint agent installed on their machine joins a meeting through the Webex App or with a Cisco collaboration device, a Network Path line will be visible under Audio Quality in their participant details page. This line indicates the network path quality of audio data between the user’s client and the audio media node. In general, audio and video data travel the same path, and serviced by the same media node, so you can get a good sense of what the user's video quality is like, too. The network path quality is displayed as dotted lines. Each dotted line is based on the intervals set in the automated session test.

Loss (round-trip) reported by ThousandEyes in the Network Path is the loss percentage prior to application error recovery. A high packet loss prior to error recovery may not necessarily indicate a poor user experience because the application may have recovered some packet loss during retransmission. Webex App performs packet recovery to enhance the user's experience during poor network connections.

The loss (round-trip) won't match the packet loss value under the Audio Quality since the latter value is measured after error recovery. Audio Quality packet loss is a better indicator to the actual user experience.

You can hover over a dotted line to see the user's latency (round-trip) average value during that interval. The color changes depending on the threshold that the value met. Thresholds are calculated as:

• Poor (red)—Latency > 400ms or Loss (round-trip) > 5%
• Good (good)—Latency < 300ms or Loss (round-trip) < 3%
• Fair (yellow)—Neither of the above.
• Unknown (grey)—Data isn't available from ThousandEyes to Control Hub. You may still be able to retrieve the metric from the ThousandEyes dashboard directly.

Click on the pop-up window to view in-depth information about the path route that the hop took to each node.

Network path route shows granular details for each node

The network path route shows the details for each node that the hop connected to. The latency column shows the latency from the client's machine to the next hop. Link delays are shown in the brackets, which is the latency from the last hop to the current hop.

User machine node details

This node shows details of the user machine's network.

Connection type node details

This node shows details about the connection type for the user's machine.

VPN node details

If the user's machine connected to a VPN, then you can see the details of the VPN used.

Network node details

This node shows the details for all the hops made during the interval. A node will be highlighted as red if there's one hop in the node with more than 100ms latency.