US 12,137,023 B2
Automatic analysis of user experience issues to reduce resolution time
Prasannakumar Jobigenahally Malleshaiah, San Jose, CA (US); Satish Kalipatnapu, Alpharetta, GA (US); Chakkaravarthy Periyasamy Balaiah, San Jose, CA (US); Javier Rodriguez Gonzalez, San Jose, CA (US); Jay Makwana, Bangalore (IN); Sandeep Kamath, Sunnyvale, CA (US); and Pankaj Chhabra, Surrey (CA)
Assigned to Zscaler, Inc., San Jose, CA (US)
Filed by Zscaler, Inc., San Jose, CA (US)
Filed on Mar. 21, 2022, as Appl. No. 17/699,342.
Application 17/699,342 is a continuation in part of application No. 16/798,952, filed on Feb. 24, 2020, granted, now 11,863,409.
Application 16/798,952 is a continuation in part of application No. 16/284,073, filed on Feb. 25, 2019, granted, now 10,892,964, issued on Jan. 12, 2021.
Application 16/284,073 is a continuation in part of application No. 16/284,106, filed on Feb. 25, 2019, granted, now 10,938,686, issued on Mar. 2, 2021.
Application 16/284,106 is a continuation in part of application No. 16/284,202, filed on Feb. 25, 2019, granted, now 10,728,117, issued on Jul. 28, 2020.
Claims priority of application No. 202211005075 (IN), filed on Jan. 31, 2022.
Prior Publication US 2022/0278889 A1, Sep. 1, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04L 41/0631 (2022.01); H04L 41/14 (2022.01)
CPC H04L 41/0631 (2013.01) [H04L 41/145 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method comprising steps of:
monitoring user experience of one or more users accessing any of the Internet, cloud applications, and private applications, wherein the monitoring includes collecting metrics at an application executing on one or more user devices associated with the one or more users and an application connector associated with any of the Internet, the cloud applications, and the private applications;
receiving the metrics from the application executing on the one or more user devices and the application connector;
assigning each of the one or more users a user experience score based on the one or more user's performance;
sending the metrics and the user experience score to a logging and analytics service;
logging the user experience score over time and corresponding metrics, for use in one or more analyses;
normalizing each of the one or more user experience scores of the one or more users, wherein the normalizing includes normalizing each of the one or more user experience scores based on each of the one or more user's peer group;
responsive to detecting a low normalized user experience score for a user, performing one or more analyses on the user experience of the user; and
determining a root cause of the low user experience score based on the one or more analyses.