Product

Actual Experience provides digital experience quality analytics. It analyses, from your users’ perspective, Digital Supply Chains that deliver digital products and services. Actual provides insights on the quality of experience from the end users’ perspective, how good it could be within the existing environment, diagnoses points of degradation, and pinpoints supplier responsibility.

It is the only solution on the market that provides the link between what your users experience and issues in Digital Supply Chains affecting service delivery. The world’s leading service providers use Actual Experience to drive service innovation and create competitive advantage, whilst enabling their enterprise customers to boost productivity and enhance revenue.

Link

Provide the link between what your users are experiencing and the issues in your Digital Supply Chains 

Create

Create measurement plans, first day plans and role based dashboards 

Examine

Examine the networks, IT infrastructure, applications and providers that combine to deliver digital services

Analyse

Analyse and score the performance of the entire Digital Supply Chain from the users perspective 

Identify

Identify which element or component in your Digital Supply Chain is contributing to poor digital experience and enables you to pinpoint which supplier is responsible 

Insight

Insight on the quality of experience from the end users’ perspective, how good it could be within the existing environment, diagnose points of degradation, and pinpoint supplier responsibility 

Digital User
Digital User

The Digital User

Digital Users are lightweight software deployed as close to the point of use as possible.

These Digital Users (DUs) simulate the experience of real end users without impacting digital privacy.

They automatically and continuously measure the end-to-end Digital Supply Chain delivering a digital product or service from the end user’s perspective.

How the Digital User works

Digital Users make and report standard measurements across the elements in the Digital Supply Chain, including the multiple providers, networks, IT infrastructure and applications that deliver the service. 

Digital User key capabilities

The Digital User has two key capabilities:

1. Measurements

Digital User software is non-invasive and tracks no human activity. It has passed security review in all customer locations, which include banking, financial, media, service provider and other secure environments

Digital Users make measurements to one or more digital targets. Targets can be any element in the digital supply chain, such as content in an application, multiple elements of cloud services, or special parts of a provider’s or customer’s infrastructure. Measurement data and related analytical data is stored in the Analytics Cloud, which is a large-scale compute and storage platform with public, hybrid and private cloud capabilities.

The Analytics Cloud correlates the measurement data from all Digital Users, analyses the quality of digital products and services automatically, continuously and in real-time, and presents data-driven insights to manage the performance of the digital business.

1.1 Measurements conducted

Once the Digital Users are installed, they register with the Analytics Cloud, from which they receive measurement instructions. The Analytics Cloud assigns the Digital Users which start to measure one or more digital targets. Within special time intervals, Digital Users record four types of measurement:

Digital Users send ping requests to the digital target(s), the elements in the Digital Supply Chain that have been identified by you or your customer. From each batch of ping measurements, the following information is collected:

  • The time interval the measurements were taken
  • The sum of the observed round trip times
  • The number of round-trip time values obtained
  • The computed second moment about the mean
  • The maximum round-trip time observed
  • The minimum round-trip time observed
  • The median round-trip time observed
  • The number of losses observed

Digital Users perform a custom traceroute to their digital targets to determine the network portion of a Digital Supply Chain. For each IP hop in the path that responds to the traceroute, the Digital Users make ping measurements. By building a path beforehand, Digital Users avoid pinging hops which do not reply and can determine genuine loss (as the software knows the hop responded previously). The following information is collected for each IP hop:

  • The time interval the measurements were taken
  • The IP address of the hop in the diagnostic observation
  • The hop number of the hop in the diagnostic observation
  • The sum of the observed round trip times
  • The number of round-trip time values obtained
  • The computed second moment about the mean
  • The maximum round-trip time observed
  • The minimum round-trip time observed
  • The median round-trip time observed
  • The number of losses observed

When the digital target is a server, Digital Users perform an HTTP(S) GET request of a page hosted on the target server. For each GET request, the following information is collected:

  • The time interval the measurements were taken
  • The size of the response to the application HTTP(S) GET request, in bits
  • The TCP setup time of the HTTP(S) GET request
  • The elapsed time taken to perform the HTTP(S) GET request

The content within the GET is not inspected by the Digital Users or transmitted to the Analytics Cloud

Digital Users collect the following information from the environment in which they are running:

  • The local IP address assigned to the device on which the Digital User software is installed
  • Whether or not the device has network connectivity to the target and whether or not the observed measurements are valid

Digital Users will significantly reduce measurements when network connectivity problems are perceived

2. Communication with the Analytics Cloud

Digital Users communicate with the Analytics Cloud at regular intervals, specified centrally:

  1. To determine if it should change the targets to measure
  2. To determine if it should change anything about how it monitors each target
  3. To send measurement results for analysis
  4. To send a one-off registration request at Digital User software install

Typically, communication is via the internet, however private connectivity arrangements can be accommodated. To minimise any potential issues with firewalls, Digital Users send data to the Analytics Cloud servers using HTTPS, by default using standard HTTPS port 443.

Analytics Cloud
Analytics Cloud

The Analytics Cloud

The Analytics Cloud receives measurement data transmitted by Digital Users to provide an objective score of digital quality.

The analytics show how well any digital products and services are working right now and across time, and why services are being experienced in that way.

In addition, the analytics diagnose impairments in the Digital Supply Chain that are contributing to poor digital experience and pinpoint supplier responsibility.

Actual Experience’s Analytics Cloud is based on decades of academic research and patented technology.

How the Analytics Cloud works

The Analytics Cloud takes measurement data transmitted by Digital Users, runs advanced and complex algorithms on the raw data, and produces a digital Voice of the Customer score (dVoC), a real-time score that is representative of a user’s experience of that service.

The Digital User measurements also provide a model of the end to end technical behaviour across the supply chain between the Digital User and application content.

The Analytics Cloud correlates variations in the dVoC score with the technical behaviour model to diagnose points of degradation which affect service quality.

The analytics give you a continuous understanding of the quality of the user experience and the issues in the Digital Supply Chain you need to address to improve service quality.

Actual Experience provides analytics for any enterprise and consumer digital service, including Office 365, Salesforce, Sharepoint, Citrix, Google, VoIP, video, websites and portals. 

Analytics Cloud key capabilities

The Analytics Cloud has three key capabilities:

Measurement data and related analytical data is stored in the Analytics Cloud, a large-scale compute and storage platform with public, hybrid and private cloud capabilities. The Analytics Cloud correlates the measurement data from all Digital Users, analyses the quality of digital products and services automatically, continuously and in real- time, and presents data-driven insights to manage the performance of digital services.

Analytics Cloud servers do not push information to Digital Users and Digital Users do not accept inbound connections. Digital Users communicate with the Analytics Cloud at regular intervals, specified centrally:

  1. To determine if it should change the targets to measure
  2. To determine if it should change anything about how it monitors each target
  3. To send measurement results for analysis
  4. To send a one-off registration request at Digital User software install

Typically, communication is via the internet, however private connectivity arrangements can be accommodated. Digital Users send data to the Analytics Cloud servers using HTTPS, by default using standard HTTPS port 443.

Actual Experience delivers this real- time analysis through RESTful APIs to dashboards on desktops, laptops, smartphones and tablets.

The data is clearly and intuitively presented at the level required. Our analytics provides high level scores, full quality history and supplier behaviour, with all the detail from the supporting rich data.

Quality Dashboard
Quality Dashboard
API
API

The RESTful API or Dashboard

Actual Experience delivers this real-time analysis through RESTful APIs to dashboards on desktops, laptops, smartphones and tablets.

The data is clearly and intuitively presented at the level required.

The analytics provide high level scores, full quality history and supplier behaviour, with all the detail from the supporting data.

Three key insights

Measurement data transmitted from Digital Users is analysed in Actual Experience’s Analytics Cloud to generate three key insights:

1

A real-time digital quality analysis, showing the quality of the users’ experience at any point in time.

2

A score of how good the service could be, providing a benchmark for optimal performance within the existing environment.

3

Impairment diagnosis, identifying the elements in the Digital Supply Chain contributing to variable digital experience and providing data to identify the responsible supplier.