I hope everyone takes the opportunity to download and evaluate the technology preview Excalibur. With a unified architecture Avalon Excalibur project, IT / admins can use the unique infrastructure to provide end users' desktop applications and Follow Me "allowing them to work from anywhere. With the company based on users can access desktop applications and do the work, it is important to be able to solve problems quickly and efficiently. the Excalibur Tech Preview Manager includes Citrix, which provides a taste of how Citrix will provide a solution troubleshooting that grows with your environment. Today I will share with you some of the main support capabilities Help Desk you can try in the technology preview Excalibur.
quickly find and solve the issue
Many times the agent desktop Help is intended to solve a problem in less than 8 minutes, including the creation of the service request ticket! In Excalibur Tech Preview, we expanded the role of Help Desk Director Citrix in providing assistance to a Desk for action that allows the agent to quickly resolve 80% of issues on the first call.
Bring the Task Manager capabilities to the forefront shortens the time needed to solve the problem. The Help Desk agent does not need to start observing the user, start Windows Task Manager, then find and kill the offending process. Instead, they view a task manager all the applications the user is running and can quickly identify processes consuming CPU / high memory; it's all right there at your fingertips with the Help Desk view.
We provide the same troubleshooting capabilities for hosted shared desktops, virtual desktops (VDI), and hosted applications enable the Help Desk to quickly find the user's session and take action !
The Help Desk view not only saves the time of the agent, it also provides key action buttons enabling first contact resolution.
expanded Director Citrix User details see
Suppose a user calls and complains that his session is slow. How the Help Desk to quickly find and fix the problem? Details of the user view provides key indicators to allow the Help Desk determine the root cause and quickly escalate to the appropriate computer group. Make metrics such as latency visible in the Help Desk nail console if network conditions affect the latency between the ICA and HDX user experience of the machine causing it to deteriorate. storage latency is another measure that will affect the experience of the end user. High values for disk transfers / sec and the current metric length disc queue may indicate that your storage is a bottleneck, causing the session to performance issues. These details provide the data needed to quickly identify and diagnose the problem, and to allow the escalation of good team.
troubleshooting profiles
In the virtual office and the world application, profile management is one of the most used technologies that allow users "roaming" with their data and customization. Details of the user view provides relevant details about the user profile that enables the Help Desk to quickly determine whether the size of the profile has become too big or the wrong server hosting the profile resulting extended connection times .
profile size and location are just part of the login process. Look in more detail in our next version around the total logon time and how we identify the profile load time during this process
Citrix EdgeSight TM -.! More to come
I hope you were able to listen Synergy Barcelona Keynote. It was exciting to hear Mark Templeton discuss how Citrix EdgeSight TM will help customers monitor and manage their environment Excalibur. For more details, you can read my blog. Citrix EdgeSight TM provides advance analysis around knowledge management performance, knowing the network health, knowing the ability to plan for the future, and provide SLA assurance. These additions to the user analysis in real time in the HDX core allow administrators the confidence of the "power of knowledge." This is Citrix EdgeSight TM !
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