We had no way of identifying where the problem occurred. We didn’t have very good information, and user experience and application performance were somewhat of a mystery to us.

We use it for monitoring individual applications, enabling us to improve problem resolution for users who are reporting problems and efficiently identify the root cause.

We wanted to make sure we didn’t create frustration for our agents because we certainly want them to bring their business to us.

We wanted a tool that was not intrusive and was able to monitor the end-to-end experience.

In our case, we monitor both our internal and external traffic, and found that if we installed it on one of our internal network switches, we could monitor the traffic from both.