Nyansa Unveils A New Generation Of Enterprise Client Troubleshooting

Available immediately as a new standard capability within Nyansa's Voyance network analytics service, the client troubleshooting dashboard and client analytics capabilities now empowers network operations and support staff to resolve problems proactively, as well as escalate (or not) problems to the right teams with evidence for further investigation. By automatically providing root cause information for any network service, device or application issue, Voyance helps service desk teams become more efficient in resolving issues impacting end-user performance. 

Not available in any other network analytics solution, the new Voyance service desk capabilities track and measure every client network transaction in real time and over time, allowing support staff to quickly distinguish between client vs. network-wide issues at the time of any incident.

Voyance now provides a detailed summary of each incident, the root causes that were observed and a wide range of common attributes of impacted clients.  

For every client incident, Voyance uniquely provides a 360-degree view of any problem by analyzing whether any other client devices on the access point, RF band, VLAN, AP group, DNS or DHCP server experienced the same issue at the same time. To quantify the impact and potential monetary value for a given client incident, Voyance also reports amount of lost client hours of connectivity across multiple instances of issues for each client.

Voyance also suggests "problematic" client devices that have been having problems repeatedly and persistently, regardless of whether the individual users have explicitly complained about the issue.   This enables IT staff to be proactive about reaching out to users and solving their issues before they call to complain.

"Today's process of troubleshooting client or device issues is one where most issues get escalated to the operations team, regardless of whether it's simply a one-off client device issue or something the operations team can actually do something about," said Anand Srinivas, Co-Founder and CTO of Nyansa. "With these new capabilities, Nyansa is effectively redefining the client troubleshooting work flow to make it infinitely more efficient to the point where they can spend time proactively solving user experience issues that crop up everywhere across the enterprise access network."

"With Nyansa's new client troubleshooting capabilities in Voyance, everything just got a whole lot easier," said Billy Smith, Director of Information Technology at Memphis University School.

"Now we can be more proactive in dealing with user issues, armed with detailed data that would take us hours or days to gather and analyze before. With a much better method to understanding exactly what is going on with any user or group of users, we now know instantly whether it's a device, Wi-Fi, network service or application problem impacting user experience."

SAYING GOODBYE TO MANUAL DATA ANALYSIS AND CORRELATION

To begin, role-based access leads service desk users to a simplified client-focused dashboard view where they can address their issues at hand.  Next, the new super-efficient reactive Voyance client troubleshooting workflow has the following components:

• Search capabilities to quickly find any client based on username, hostname, MAC address, etc.
• Select up to 15 days of client transaction history to view exactly what a client was experiencing at the time of the reported incident
• Quickly see current and historical attributes (e.g. SSID, DNS server, etc.) of the client, so that one can make sure that these adhere to standard enterprise practices
• Access the entire 'event timeline' of the client device so that one can quickly verify the connectivity related client transactions of this client
• See the summarized view around root cause related to current as well as historic problems a specific client has experienced
• For any given issue at a current or historical time, quickly see a 360-degree view which summarizes whether other client devices with similar attributes had the same problem

By going through this workflow, service IT and network staff can quickly get to a resolution of either solving user issues themselves, or deciding to escalate to the operations team only if other clients are having similar issues at the same time; otherwise either redirect to the desktop team or drop the ticket on the floor altogether.  

Voyance also enables a proactive workflow. Clients that have had repeated issues are automatically surfaced as suggestions to the service desk to proactively reach out to these users to solve their issues. With filtering capabilities that enable a focus on "important" client devices based on the status of the user, the type of device, and/or the location of the device, these proactive suggestions can lead to the service desk being able to solve issues in a way that drastically improves user satisfaction.

Media Contact
David Callisch
Nyansa, Inc.
[email protected]
+1 408-504-5487

SOURCE Nyansa, Inc.

Related Links

http://www.nyansa.com