Monitor Media Performance for Web-Based Applications
Monitor call quality for any browser-based application that uses WebRTC—including
UCaaS, CCaaS, and collaboration tools—directly from the Autonomous DEM browser
extension.
| Where Can I Use This? | What Do I Need? |
|---|
- Prisma Access (Managed by Strata Cloud Manager)
- Prisma Access (Managed by Panorama)
|
- Prisma Access license
- ADEM or Strata Cloud Manager Pro
license
- (Browser-Based Real User Monitoring (RUM)) Prisma Browser
license
|
Browser-based contact center and unified communications applications such as Dialpad,
Genesys Cloud CX, Five9, Google Meet, Cisco Webex, and RingCentral handle real-time
audio and video over Web Real-Time Communication (WebRTC). When users report audio or
video quality degradation in these applications, Autonomous DEM collects the
telemetry to determine whether the root cause is the network, the endpoint device, or
the application platform. Autonomous DEM captures WebRTC quality metrics directly
from the browser, providing the call quality visibility for browser-based
applications.
Autonomous DEM starts monitoring automatically when the browser extension detects an
active WebRTC session on a supported domain. Autonomous DEM identifies
browser-based call quality data by the URL domain of the page that created the WebRTC
connection, correlates them with endpoint health signals (CPU utilization, memory
pressure), and provides per-call root cause analysis attributed to
Device, Network, or
Application.
Web-based call quality monitoring does not apply to Microsoft Teams or Zoom. For
those applications, Autonomous DEM continues to use native vendor integration.
Call Quality and Real User Monitoring Score
When a user is navigating web pages and on an active call, both Real User Monitoring
(RUM) and call quality scores are active and the application's unified score reflects
the lower of the two.
It can take up to 30 minutes for call
information and quality metrics to appear on the Call Quality Analytics
dashboard. This delay accounts for standard data processing and dashboard refresh
intervals.
