How To Operationalize ThousandEyes and Webex Into Your Escalation Workflows
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The document discusses the evolution of working environments, emphasizing the rise of hybrid work models and the challenges faced by distributed workforces in managing employee experiences. It introduces ThousandEyes Digital Experience Assurance (DXA) and Webex as solutions for enhancing network visibility and optimizing collaboration across different work settings. The presentation includes a demo and offers resources for further engagement, such as a free trial and informational podcasts.
How To Operationalize ThousandEyes and Webex Into Your Escalation Workflows
- 2. Cisco Confidential © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Featured speaker Mike Hicks Principal Solutions Analyst
- 3. Cisco Confidential 3 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Agenda • Today’s working environments • The challenge and impact for your distributed workforce • Introducing ThousandEyes DXA and Webex • Demo • Q&A
- 4. Cisco Confidential 4 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Today’s working environments Work is What You Do (Not Where You Go) At Home On the Go At the Office 82% Of organizations have at least 10% of their workforce on hybrid arrangements 72% Of employees, contrary to popular belief, are positive about going back to the office Source: Cisco 2024 Survey
- 5. Cisco Confidential 5 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Today’s working environments What About the Working Experience? When it comes to employees working remotely, in office, and in between environments – for example while commuting… of employers believe they are ensuring a well-managed experience partially achieving this with issues with working from home as the greatest challenge 50% 27% Source: Cisco 2024 Survey
- 6. Cisco Confidential © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Seattle, WA Paris, France Chicago, IL Corp devices IoT Cameras and sensors IoT VDI The experience you want The Challenge and Impact for your Distributed Workforce 6
- 7. Cisco Confidential © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. But the reality is… Seattle, WA Paris, France Chicago, IL Corp devices IoT Cameras and sensors IoT VDI Apps (data center, cloud) People, places and things Network services Access networks Cloud connectivity infrastructure VPN Mobile networks Local ISP Cloud proxy SWG Wireless network Wireless gateway DNS Edge data centers Regional data centers Direct connect ISP transit providers SaaS onramp DC colocation Cloud providers 400G/800G data center infrastructure Application segmentation Firewall load balancers Seattle, WA Paris, France Chicago, IL Corp devices IoT Cameras and sensors IoT VDI The Challenge and Impact for your Distributed Workforce 7
- 8. Cisco Confidential 8 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential The Challenge and Impact for your Distributed Workforce Lack of End-to-end Visibility Leads to Extended MTTR TIME IT Help Desk Employees unable to access an app 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!
- 9. Cisco Confidential © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Monitoring Assurance Predict and Optimize Mitigate and Remediate Baseline and Detect Localize and Diagnose Digital Experience Assurance Digital Experience Assurance: Critical capabilities Monitor end-to-end digital experience from critical vantage points Visualize, localize, and diagnose across every network segment Forecast disruptions, optimize path, and plan connectivity and migrations Recommend actions across digital domains and teams
- 10. Cisco Confidential Digital Experience Assurance Assure end-to-end digital experience over any network End-to-end visibility AI-driven intelligence Closed-loop operations Any user to any app, over every network. Proactive insights in the context of what matters–user experience. Recommend and execute actions across connected ecosystem. Branch/Campus Home Cloud/App Internet © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Introducing ThousandEyes DXA and Webex
- 11. Cisco Confidential 11 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Why ThousandEyes and Webex? • Real-time media streams like audio and video are very sensitive to network conditions • ThousandEyes provides IT teams network visibility between user locations and Webex services • Rapidly identify problem domains (application, network, or third-party) • Leverage insights from ThousandEyes and Webex Control Hub to optimize performance and ensure exceptional Webex user experiences Introducing ThousandEyes DXA and Webex
- 12. Cisco Confidential 12 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. ThousandEyes Agents Endpoint Agents Enterprise Agents Cloud Agents Agents / Vantage Points Introducing ThousandEyes DXA and Webex
- 13. Cisco Confidential 13 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cloud Agents Cloud Agents for Extended bidirectional Visibility Introducing ThousandEyes DXA and Webex
- 14. Cisco Confidential 14 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Enterprise Agents Enterprise Agents – Monitoring Internal and External Networks Introducing ThousandEyes DXA and Webex
- 15. Cisco Confidential 15 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents Endpoint Agents – Visibility from end-user perspective Introducing ThousandEyes DXA and Webex
- 16. Cisco Confidential 16 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents PC/MAC– Hop by Hop visibility for your meeting Introducing ThousandEyes DXA and Webex
- 17. Cisco Confidential 17 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents RoomOS Agents – Hop by Hop visibility for your meeting ThousandEyes Agents Test Supported Problem Solving Simplification Will be released with the RoomOS software channel- Works for Cloud register and Edge enabled device. Dynamic tests will run every 60 sec when meetings are in progress Aims to mitigate the complexities of troubleshooting RoomOS devices Simplifies the problem-solving process and enhances overall device performance Introducing ThousandEyes DXA and Webex
- 18. Cisco Confidential 18 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents RoomOS Agents vs ThousandEyes Agent Version Alignment RoomOS version 11.12.1.6 11.10.1.8 11.10.0.18 11.9.1.11 11.8.1.7 11.7.1.6 ThousandEyes version 1.181.0 1.175.0 1.171.0 1.169.1 1.167.0 1.165.0 Introducing ThousandEyes DXA and Webex
- 19. Cisco Confidential 19 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents Monitor the Collaboration experience with Dynamic Tests Introducing ThousandEyes DXA and Webex MTR Microsoft Native experience Webex Meeting Video Conferencing & Screen Sharing Webex Calling Cloud Calling & Phone System VIMT Joining MSFT meetings viaRoomOS devices
- 20. Cisco Confidential 20 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents Monitor the Collaboration experience with Dynamic Tests Single Dynamic test for all Webex session types: • Quick start with Webex Application Monitoring template • Webex Dynamic test 2.0 will support more sessions: • Supported on PC/Mac and RoomOS devices • Dynamic test for meetings/calling integrated to Webex Control Hub > Troubleshooting section • Webex Meeting • Webex Calling • Webex video integration for Microsoft Teams (VIMT) Introducing ThousandEyes DXA and Webex
- 21. Cisco Confidential 21 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Endpoint Agents Monitor the Collaboration experience with Dynamic Tests Single Dynamic test for all Microsoft meetings from RoomOS devices: • Quick start with Microsoft Application Monitoring template • Webex Dynamic test 2.0 will support all: • Supported MTR devices • Phase1 no visibility in Control Hub trouble shooting section • MTR deployments on Cisco devices Introducing ThousandEyes DXA and Webex
- 22. 22 Demo © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
- 23. Cisco Confidential 23 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential What our customers are saying?
- 24. Cisco Confidential 24 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Next Steps and Q&A Learn More Free Trial Demo • Subscribe to the blog. thousandeyes.com/blog/ • Tune in to the Internet Report podcast. thousandeyes.com/the-internet-report/ • Get a real-time view into the health of the Internet. thousandeyes.com/outages/ • Sign up for a free trial. thousandeyes.com/signup/ • Request a demo. thousandeyes.com/request-demo
- 25. Cisco Confidential 25 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Editor's Notes
- #6: The experience you want to deliver is seamless and straightforward...
- #7: But the reality is very complicated, making it more difficult than ever to deliver exceptional experiences Operational complexity has drastically increased – more interdependencies, more blind spots, more unpredictability Connections that feel direct to users span multiple domains, across owned and unowned networks You're contending with hundreds, if not thousands, of potential points of failure And relying on countless external technology partners
- #9: Critical capabilities of Digital Experience Assurance fall into two key categories – Monitoring and Assurance. ThousandEyes has always excelled at Monitoring capabilities. We've used our self-generated telemetry to provide end-to-end visibility to help baseline and detect issues with digital experiences from the beginning. And we empower customers to rapidly localize and isolate issues (is it the network or the application?) better than anyone else in the market. We've also delivered Assurance capabilities for quite some time, enabling customers to predict future state and optimize connectivity, and mitigate and remediate issues via recommended actions across domains. What's changed is ThousandEyes now powers Digital Experience Assurance capabilities for Cisco Networking Cloud. We're collecting and processing data from across Cisco, applying our AI/ML algorithms, and turning that into forecasts and recommended actions that are pushed into other parts of the Cisco portfolio so customers can take proactive actions to assure their digital experiences.
- #10: ThousandEyes delivers all the critical capabilities of Digital Experience Assurance (DXA) in three ways: End-to-end visibility – any user to any app, over every network AI-driven intelligence – Proactive insights in the context of what matters – user experience. Closed-loop operations – recommend and execute actions across connected ecosystem