Customer Experience Metrics
Customer Experience Manager (CEM) monitors customer transactions to isolate the causes of data center problems. CEM measures the performance and quality of customer transactions, identifies defects and variance, and quantifies the impact on customers and the business.
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Customer Experience Manager (CEM) monitors customer transactions to isolate the causes of data center problems. CEM measures the performance and quality of customer transactions, identifies defects and variance, and quantifies the impact on customers and the business.
Customer Experience Manager Metrics
CEM metrics are available when a TIM has been configured to report metrics on a business service. These metrics are distinct from standard Introscope health metrics reported on a business transaction component (BTC), but can be used in comparison with BTC health metrics.
In the Map tree they appear under the Customer Experience node:
By Business Service | |--<Business Service Name> | |--<Business Transaction Name> | |--<Business Transaction Component Name> |--Customer Experience | |-<metrics>
In the Browser tree they appear under the CEM node:
Domain|<host>|CEM|<ApplicationName>|TIM|<host>|Business Service|<Business Service>|Business Transactions|<Business Transaction>|<metric>
- Average Response Time (ms)Average Response Time for the business transaction during the interval.
- Total Transactions Per IntervalTotal transactions for the Business Transaction across all reporting TIMs, per interval.
- Total Defects Per IntervalNumber of defects per interval. Defects are defined in the Customer Experience Manager interface. The definitions are based on certain events that the TIM captures.
- Response Time 95th Percentile (ms)Indicates the estimated value that is greater than or equal to the 95 percent of the total response time. The count in the Response Time 95th percentile metric represents the number of data points that are part of the 95th percentile estimated value. The count lets you identify the outlier data points to identify any issues in a business transaction.
- Total RT 95th Percentile Transactions Per IntervalIndicates the total number of Response Time 95th Percentile transactions for an interval to track the users below the 95th percentile estimated value. Based on the calculated values create alerts to address the anomalies in business transactions.
Customer Experience Transaction Metrics
Deployed TIMs collect customer experience transaction metrics. Customer experience transaction metrics are calculated using JavaScript calculators on the Enterprise Manager. The metrics were formerly known as:
- BT Stats metrics because they provide metrics on Business Transactions
- Real-time transaction metrics or RTTM
Note:
Aggregated metrics are calculated only on an Enterprise Manager collector with a running TIM Collection Service and BTstats processor. These calculations are not run on an Enterprise Manager MOM.Customer experience metrics (sometimes shown as RTTM on the product UI) are grouped into several defect types. The metrics can appear under any of these types, which are the default names of defects before users customize them. Defect metrics are collected for each defect type that is associated with the business transaction. Transactions include user-named transactions such as "Slow time for
<BT_Name>.
"Each defect type has the following default values. s = second.
- Slow TimeTransaction Time > 5.000 s
- Fast TimeTransaction Time < 0.005 s
- High ThroughputThroughput > 100.0 KB / s
- Low ThroughputThroughput < 1.0 KB/ s
- Large SizeTransaction Size > 100.0 KB
- Small SizeTransaction Size < 0.1 KB
- Missing TransactionComponent Timeout = 10.000 s
Metrics Aggregated Across TIMs
Metrics that are aggregated across TIMs are values which are calculated on the Enterprise Manager, not directly sent by the TIM.
The following metrics are available per business transaction for a given business service:
- Total Defects Per IntervalNumber of defects for all defect types for a business transaction, aggregated across TIMs.
- Average Response Time (ms)For each interval, the average time it took to execute the business transaction, in milliseconds.
- Total Transactions Per IntervalTotal number of transactions for the business transaction, aggregated across TIMs, per interval.
- Total Availability Defective Transactions Per IntervalThe total number of availability defects that are seen in a 15-seconds interval.The following values are the availability defects:
- Missing response
- Partial response
- Content error
- Defects that are based on HTTP status code
- Defects that are based on HTTP response header parameters
- Missing component
- Total PerformanceDefective Transactions Per IntervalThe total number of performance defects that are seen in a 15-seconds interval.The following values are the performance defects:
- Slow time
- Fast time
- High throughput
- Low throughput
- Large size
- Small size
The following metric is available per defect type for a Business Transaction for a given Business Service:
- Defects Per IntervalA count metric showing the number of failed transaction opportunities over the most recent interval.
Metrics Reported by an Individual TIM
An individual TIM that is monitoring transactions on a single machine can report metrics.
Note:
The percentage metrics are calculated values; the TIM directly reports the other metrics.The following metrics are available per business transaction for a given business service:
- Total Defect Ratio (%)The number of total defects for all transactions for a Business Transaction, aggregated across TIMs.
- Total Defects Per IntervalNumber of defects for all defect types for a business transaction, aggregated across TIMs.
- Average Response Time (ms)For each interval, the average time it took to execute the business transaction, in milliseconds.
- Total Transactions Per IntervalTotal number of transactions for the business transaction, aggregated across TIMs, per interval.
The following metrics are available per defect type for a business transaction for a given business service:
- Defect %A defect is a single transaction opportunity that failed. Defect percentage is calculated using the following formula, where BT stands for Business Transaction:Rounded Integer Value for (Defects Per Interval for a given defect type / Total Transactions Per Interval Count for the BT) * 100
- Defects Per IntervalA count metric showing the number of failed transaction opportunities over the most recent interval.