Solution:

When reporting a latency issue, it is important to capture the information below (information in asterisks is crucial to diagnosing the cause of the latency):
 

• *Internet Service Provider - The ISP which the host/attendee uses to connect to the Internet.
  • Example: Comcast, AT&T, Surewest, etc.
• *Location - The actual physical location of the customer.
  • Example: Sacramento, CA.
• *Type of connection - What type of connection is being used.
  • Examples: T1, Cable, DSL.
• *Traceroutes - The ticket should include the following information. (If Traceroutes are not included, please document why):
  • Three forward Traceroutes from the customer's system to the primary Webex server.
  • Three reverse traceroute from Webex's servers.
    1. Browse to https://lg.webex.com/
    2. Select the trace radio button and select the Node (America, APAC and EMEA) from the drop-down.
    3. Click the Submit button. (Note: This may take up to 3 minutes to return.) 
    4. If you are using wbxlogger2.exe, this will automatically gather the 3 forwards and 3 reverses for you
    5. Optional: Three forward Traceroutes from the customer's system to the backup Webex server.
• Netstat results - Netstat results may clarify if the user's connection is passing through a proxy. To run a netstat:
  1. Right-click on the Windows button, and Run.
  2. Type CMD to open a command prompt.
  3. Type NETSTAT to capture the netstat output.
• Speed Test Results - The results of online speed tests are important in any issue where latency is clearly visible in the traceroute result or within a Webex meeting. If latency is being reported when using a specific feature such as desktop or application sharing, then performing the speed tests while using the feature is recommended. Recommended sites:
  http://speedtest.net (Highly recommended)
  http://www.dslreports.com/speedtest?more=1
  https://www.speakeasy.net/speedtest/
  Run the tests at least 3 times to get a general idea of the user's bandwidth.
  For most accurate results, the user must choose a speed test server located closest to the Webex server they are connecting into. For example: if the user is in the US but is joining a meeting being hosted in London, they would choose a speed test server located in London.
• MSINFO32 - MSINFO32 captures system information to help the agent better understand a user's hardware and software configuration. To run MSINFO32:
  1. Right-click on the Start button and choose Run to bring up the Run dialog
  2. Type MSINFO32.
     This will open the MSINFO32 panel.
  3. Click File > Save to capture a profile of the computer.