> For the complete documentation index, see [llms.txt](https://docs.thousandeyes.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.thousandeyes.com/product-documentation/connected-devices/usage-guides/cdev-agent-views.md).
# Agent Views
Agent Views is the next generation of ConstantCare. It gives telecom care agents a dedicated view of a single home through its router or Device Agent. Connected Devices Analytics supports configurable charts and broader analysis across agents; Agent Views helps care agents investigate one home at a time. While troubleshooting a subscriber issue, a telecom care agent can review disconnections, connection quality, in-home Wi-Fi, Real Speed results, and app and game experience; run an instant test where available; and use the evidence to identify the likely cause and decide what to do next.
The selected time range, enabled features, account group, and agent firmware determine which panels and actions are available for that router or Device Agent.
## Opening an Agent View
1. Go to **Connected Devices > ConstantCare**.
2. Search for a home by an identifier, such as the agent ID, account number, router serial number, MAC address, or another identifier configured for your organization.
3. Select the router or Device Agent you want to investigate.
The Agent View opens with the selected agent, current status, time range, result cards, and the right-side action and metadata panel.
Confirm the selected agent and time range before you interpret the results. The rest of the screen uses that context.
The composite below shows all five result panels. Available panels and metrics vary by router and account.
## Understanding the Agent View
Use the Agent View from top to bottom when you need a structured investigation, or go directly to the panel that matches the user-reported symptom.
An Agent View can include the following areas:
* **Agent header**: Identifies the selected agent and shows whether it is online or disconnected.
* **Time range selector**: Sets the investigation window for the main result panels.
* **Disconnections**: Shows whether the agent was unreachable during the selected time range.
* **Connection Quality**: Summarizes access-connection measurements such as download speed, upload speed, latency, and packet loss.
* **Apps & Games Experience**: Shows whether application, streaming, meeting, or game experience was degraded.
* **In-home**: Shows in-home Wi-Fi health, device usage, and device-level details when the agent supports in-home visibility.
* **Real Speed**: Shows router-to-internet and device-to-internet speed information when Cisco Real Speed data is available.
* **Agent Metadata**: Shows the approximate location and available service details for the agent.
* **Agent Health Check**: Shows whether conditions on the agent, such as CPU load or network activity, affected scheduled testing.
* **Explain Results**: Opens an AI-assisted explanation for the selected time range.
* **Run Instant Test**: Runs an on-demand test from the agent when instant testing is available.
Warning states identify values that cross configured thresholds. Confirm the underlying metric, time range, and panel details before you decide on the next action.
## Confirming Agent Context
Start with the agent header and metadata before you diagnose the issue. Confirming the agent context helps prevent a common support mistake: investigating a healthy agent that belongs to a different customer, location, or device.
Use the header and metadata to confirm details such as:
* Agent ID or router identifier.
* Online or disconnected status.
* Approximate map location.
* Router agent time zone.
* Service provider and package.
* Advertised download and upload speeds.
If metadata is missing, unavailable, or does not match the customer record, resolve that discrepancy before you rely on the diagnostic panels.
### Reviewing Agent Health Check
Use **Agent Health Check** to understand whether conditions on the agent affected test execution or data quality. For example, an agent might skip a scheduled test when CPU load or network activity exceeds configured thresholds.
If a test was skipped, compare the health check reason with the symptom. A skipped test does not always mean the user experienced an outage, but it can explain gaps in measurements during the selected time range.
For more information about skipped scheduled tests, see [Testing Thresholds](https://docs.thousandeyes.com/product-documentation/connected-devices/test-management/testing-thresholds).
## Setting the Investigation Time Range
Use the time range selector to align the screen with the reported problem. Common investigation windows include:
* **Last 24 hrs**: Use for recent support contacts, same-day complaints, or intermittent issues reported in the last day.
* **Last 7 days**: Use to compare the reported issue with recent behavior and recurring patterns.
* **Last 30 days**: Use to identify longer-term degradation, repeated outages, or recurring differences between router and device performance.
After you change the time range, review the panels again. A value that looks normal across 30 days might still show a short-lived warning in a 24-hour window. The time range updates the main result panels, not **Agent Metadata**.
## Reviewing Disconnections
Use **Disconnections** to confirm whether the agent was repeatedly unreachable during the selected time range. Start here when the user reports intermittent connectivity, dropouts, or a complete loss of internet service.
The card can show:
* Downtime percentage.
* Total downtime duration.
* Disconnection count.
* Whether a disconnection is ongoing.
* A timeline or detail view of disconnection events.
Use the timeline to compare disconnections with other symptoms. If disconnections align with latency spikes, packet loss, or app-quality warnings, the outage or reachability event might explain the downstream experience.
If the selected time range shows no disconnections, continue with **Connection Quality**, **Apps & Games Experience**, **In-home**, and **Real Speed**. A user can experience poor quality even when the router stays online.
## Reviewing Connection Quality
Use **Connection Quality** to determine whether the access connection was degraded during the selected time range. This panel helps you separate access-network issues from problems isolated to one device, Wi-Fi condition, app, or game.
Connection quality can include:
* **Download Speed**.
* **Upload Speed**.
* **Latency**.
* **Packet Loss**.
* **Jitter**, when available.
Each metric can include a trend or sparkline. Select a metric to inspect its larger chart or detail view.
When you review this panel:
* Compare latency, packet loss, and jitter with app or game complaints. Real-time applications are often sensitive to these metrics.
* Compare download and upload speed with service-tier or package information when that information is available.
* Check whether the warning state affects one metric or several metrics at the same time.
* Look for short spikes that match the user-reported time, not only the overall average.
If connection quality is degraded across the time range, investigate the access connection first. If connection quality is normal, continue to **Apps & Games Experience**, **In-home**, and **Real Speed** to look for a more localized cause.
## Reviewing Real Speed
Use **Real Speed** to review past user-conducted Cisco Real Speed tests and compare what the access connection delivered to the router with what a personal device experienced over Wi-Fi or the local network.
The **Real Speed** summary shows the **Test count** and **Devices** values reported for the selected time range. Select **Details** to review the individual results.
In the details, you can:
* Filter results by personal device.
* Select **Download speed**, **Upload speed**, **Latency**, **Packet loss**, or **Jitter**.
* Compare the **Router test** and **Device test** values for each test.
* Review the percentage **Difference** between the router and device values.
* Use the date and time to match a result to the reported problem.
* Move between result pages when the selected time range contains more results than the table can display on one page.
A large difference between router performance and device performance can indicate that the issue is inside the premises, such as weak Wi-Fi signal, device placement, local congestion, or device capabilities.
### Running an Instant Test
Use **Run Instant Test** to request current measurements from the selected agent. The right panel displays the latest download speed, upload speed, latency, packet loss, and jitter values, along with the elapsed time since the test. If the action is unavailable, confirm that the agent is online and supports instant testing.
For more information, see [Cisco Real Speed Tests](https://docs.thousandeyes.com/product-documentation/connected-devices/cisco-real-speed) and [Instant Tests](https://docs.thousandeyes.com/product-documentation/connected-devices/test-management/test-triggers/instant-tests).
## Reviewing Apps & Games Experience
Use **Apps & Games Experience** when the user reports a problem with a specific application, meeting tool, streaming service, or game.
This panel displays results from the app and game tests that the router ran during the selected time range. Measurements marked **(avg)** are averages for that time range. The summary shows available app and game test results; select **Details** to review them.
Use this panel to:
* Identify whether one app or game is degraded while the access connection looks normal.
* Compare app or game warnings with latency, loss, jitter, and disconnection events.
* Select **Details** to review the available app and game results.
* Decide whether the next step belongs with access-network troubleshooting, in-home troubleshooting, personal-device troubleshooting, or an application-specific investigation.
If multiple apps show warnings at the same time, compare the warnings with **Connection Quality** and **Disconnections**. If only one app shows warnings, the issue might be specific to that app, target, route, or test configuration.
## Reviewing In-Home Visibility
{% hint style="info" %}
The In-home Wi-Fi visibility is supported on agent 7.16 and higher.
{% endhint %}
Use **In-home** to connect router-level symptoms to device-level conditions inside the home network. This panel helps you determine whether the likely cause is inside the premises, such as weak signal, device placement, band selection, device status, or one device using a large share of traffic.
{% hint style="info" %}
In-home Wi-Fi visibility requires **nl80211** support to be enabled on the agent or device firmware. If **nl80211** is not enabled, in-home Wi-Fi data is unavailable until the firmware supports it.
{% endhint %}
The **In-home** summary can show:
* Devices with weak Wi-Fi signal.
* Device count.
* Total usage over the selected or recent time range.
* Signal quality.
* Band or connection-type details.
* Status labels that indicate normal, warning, unavailable, or unsupported data.
### Opening In-Home Details
Open **Details** from the **In-home** panel when you need device-level evidence.
The detail view can include:
* **Wi-Fi health**: Device name, signal strength, band, connection type, and status.
* **Usage**: Device name, 24-hour usage, latest usage measurement, and status.
* Data freshness information, such as when the in-home data was last updated.
* An **Auto update** control, when available.
Use the freshness indicator when you compare in-home data with the selected Agent View time range. A stale in-home sample might not describe the exact period when the user reported the issue.
### Reviewing an In-Home Device
Select a device in the in-home details when you need more context for that device.
Where supported, the device detail panel can show:
* Device type or manufacturer.
* Device name.
* SSID.
* MAC address.
* IPv4 or IPv6 address.
* Connection type.
* Wi-Fi band.
* Signal strength.
* Live usage.
* Total usage.
* Online or offline status.
Use this detail view to confirm whether the user-reported device had weak signal, was on the expected Wi-Fi band, appeared offline, or showed unusually high usage during the investigation window.
## Using AI-Assisted Explanations
Use **Explain Results** to open an AI-assisted explanation for the selected agent and time range.
The explanation is an investigation aid. Verify the output against the visible metrics, charts, and data freshness indicators before you act on a recommendation. If the available data is insufficient to identify a likely cause, continue the investigation instead of relying on a tentative conclusion.
## Troubleshooting Workflow
Use this workflow when you need a repeatable investigation path for a single customer or router.
1. Confirm the selected agent, status, customer or location metadata, and time range.
2. Review **Disconnections** to determine whether the agent was unreachable.
3. Review **Connection Quality** to identify access-connection degradation such as low speed, high latency, packet loss, or jitter.
4. Review **Apps & Games Experience** when the user reported an app, streaming, meeting, or game-specific symptom.
5. Review **In-home** to identify weak-signal devices, high-usage devices, band or connection-type issues, and stale data.
6. Review **Real Speed** or run an instant test when you need current speed evidence or a router-to-device comparison.
7. Open **Explain Results** to summarize the evidence and identify recommended next checks.
8. Confirm the likely cause against the visible metrics before you record the outcome or take remediation steps.
## Related Articles
* [Viewing Agents](https://docs.thousandeyes.com/product-documentation/connected-devices/usage-guides/viewing-agents)
* [Cisco Real Speed Tests](https://docs.thousandeyes.com/product-documentation/connected-devices/cisco-real-speed)
* [Instant Tests](https://docs.thousandeyes.com/product-documentation/connected-devices/test-management/test-triggers/instant-tests)
* [Testing Thresholds](https://docs.thousandeyes.com/product-documentation/connected-devices/test-management/testing-thresholds)