View Connection Details

Click to show the connection details and view the upload and download speeds from the remote machine, as well as the over all response time.

Indicators

Upload — the upload speed of the remote machine

Download — the download speed of the remote machine

Response — the time that the information takes to travel between the Tech Console and the customer’s PC. This value depends on the quality of the Internet connection for both machines. The amount of traffic handled by the ISPs participating in the connection at any given moment also affects response time. Hardware failures on both computers and on ISP devices can also hamper the connection.

The Response metric influences the responsiveness of the Remote Control feature. The time between when the tech moves the mouse in the console and when that command is executed in the customer computer - and the Tech Console screen is refreshed. Bad network conditions are directly related to negative user experience.