To monitor the performance of the LAN/Modem at home, there are two available options:

• Ping target - Configure a target with a ping test to the default gateway’s IP address: by inspecting the packet loss and latency trend associated with the test, the user can review how stable and reliable the connection to the LAN/Modem is.
• Traceroute test - Inspect the first hop of any traceroute tests assigned to the agent; the first hop represents the modem. By checking the round-trip time (RTT) value associated with the first hop, the user can infer whether LAN/Modem performance is a problem or not. RTT for LANs should be 2-3 ms. maximum. If multiple traceroute tests show higher values, then the LAN/Modem performance could be a root cause of end-user complaints.

To verify if the user’s local ISP is causing performance problems, the user can rely on the following workflow:

• Public IPv4 address - Determine the ISP of the remote user by using either via the agent console or online the whois command passing as an argument the remote agent’s external IPv4 address. With the returned information, it’s possible to determine the remote user’s ISP and verify on the ISP portal or by other means if there are outages ongoing.
• Traceroute test - As mentioned before, the first hop of a traceroute test is associated with the Modem/LAN of the user (default gateway). Successive hops are part of the ISP that the remote user is connected to. To determine how many hops are part of the ISP, the user will have to hover the mouse on each hop, identify the fully qualified domain name associated, and then do a whois lookup. After that, by checking the round-trip time (RTT) values associated with the hops that are part of the ISP, the user can infer whether the ISP performance is a problem or not. RTT for the ISP hops should be well below 100 ms. If multiple traceroute tests show higher values, then the ISP performance could be a root cause of end-user complaints.