{"id":24242,"date":"2022-07-26T02:58:20","date_gmt":"2022-07-26T06:58:20","guid":{"rendered":"https:\/\/www.eginnovations.com\/blog\/?p=24242"},"modified":"2022-10-31T08:48:41","modified_gmt":"2022-10-31T12:48:41","slug":"what-is-real-user-monitoring-rum-detailed-guide-with-use-cases-and-benefits","status":"publish","type":"post","link":"https:\/\/www.eginnovations.com\/blog\/what-is-real-user-monitoring-rum-detailed-guide-with-use-cases-and-benefits\/","title":{"rendered":"What is Real User Monitoring (RUM)?  Detailed Guide with Use Cases and Benefits"},"content":{"rendered":"<div class=\"inner_content\">\n<div class=\"link_list_style\" style=\"padding: 20px;\">\n<h2><span class=\"ez-toc-section\" id=\"Introduction_Real_User_Monitoring_is_Business-Critical\"><\/span>Introduction: Real User Monitoring is Business-Critical<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Near-instantaneous performance. Silky smooth user experience.<\/p>\n<p>This is what your digital users are expecting from your web application. If they perceive slowness or encounter failures in their user experience, they will readily switch to a competitor.<\/p>\n<p>Failures are a fact of life. The SRE (site reliability engineering) movement is helping craft modern digital systems that are engineered for resilience to failures. However, the key is for you to discover and fix those failures before customers are negatively impacted.<\/p>\n<p>Real user monitoring can help you do precisely that \u2013 uncover web application failures and bottlenecks before customers notice them. Real user monitoring is a great fit for monitoring full-stack microservices applications and is the ideal starting point for answering the key IT performance monitoring question: <em>&#8220;Why is my application slow?&#8221;<\/em><\/p>\n<p>This article is not just for SREs or IT support. Ensuring a great user experience is a team sport.<\/p>\n<p>Stakeholders across the organization &#8211; SREs, IT Operations, developers, helpdesk and support staff, webmasters, business and product owners can derive incredible value in a real user monitoring tool. Real user monitoring is a mission-critical tool for every modern digital team.<\/p>\n<p>A solid grounding on the why, what, and how of real user monitoring can help you make informed decisions on your digital monitoring strategy. In this article, you will learn:<\/p>\n<ul style=\"margin-bottom: 0px;\">\n<li>A definition of real user monitoring and how it fits in with other monitoring tools<\/li>\n<li>Why SREs need real user monitoring as part of their overall observability toolbelt\u200b<\/li>\n<li>A checklist of user experience questions that real user monitoring helps answer<\/li>\n<li>How real user monitoring is implemented<\/li>\n<li>Benefits and limitations\u200b of real user monitoring<\/li>\n<\/ul>\n<\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_is_Real_User_Monitoring_-_A_Definition\"><\/span>What is Real User Monitoring &#8211; A Definition<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a href=\"https:\/\/www.eginnovations.com\/real-user-monitoring\" target=\"blank\" rel=\"noopener noreferrer\">Real user monitoring<\/a> (RUM) is a passive performance monitoring technique that allows you to see your web application performance from the point of view of a real end user.<\/p>\n<p style=\"margin-bottom: 15px;\">Let&#8217;s break that definition down:<\/p>\n<ul>\n<li><strong>Passive:<\/strong> The key word &#8220;passive\u201d suggests that it is the opposite of <a href=\"https:\/\/www.eginnovations.com\/blog\/what-is-proactive-monitoring\/\" target=\"blank\" rel=\"noopener noreferrer\">proactive<\/a> monitoring (i.e. synthetic scripted record and playback). Synthetic monitoring actively emulates a custom user experience by scripting browsers that navigate your website by taking specific actions and check that specific elements are present on the page. In contrast, RUM sits back and analyzes all &#8220;real&#8221; user requests in business applications.<\/li>\n<li><strong>Real end user: <\/strong>The focus is on actual end users. Real user monitoring analyzes the user journey (also known as click path) of an actual user and captures each user action. These actions could be submitting a form or clicking a menu item.<\/li>\n<li><strong>Web application:<\/strong> RUM can analyze the performance of web applications that could range from traditional web pages to <a href=\"https:\/\/www.eginnovations.com\/documentation\/The-eG-Real-User-Monitor\/RUM-Enabling-Angular-SPA.htm\">modern SPA (single page applications)<\/a>.<\/li>\n<\/ul>\n<div class=\"link_list_style\" style=\"padding: 20px;\">\n<h2 style=\"margin-top: 0px;\"><span class=\"ez-toc-section\" id=\"RUM_and_Digital_User_Experience_-_The_Gartner_Angle\"><\/span>RUM and Digital User Experience &#8211; The Gartner Angle<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">Gartner defines <a href=\"https:\/\/www.eginnovations.com\/product\/end-user-experience-monitoring\">Digital Experience Monitoring (DEM)<\/a> as a composite of two pillars: <a href=\"https:\/\/www.eginnovations.com\/real-user-monitoring\">Real User Monitoring<\/a> and <a href=\"https:\/\/www.eginnovations.com\/synthetic-monitoring\">Synthetic monitoring.<\/a><\/p>\n<p style=\"margin-bottom: 15px;\">Synthetic monitoring and RUM have a symbiotic relationship. To learn more, visit <a href=\"https:\/\/www.eginnovations.com\/blog\/synthetic-vs-real-user-monitoring\/\" target=\"blank\" rel=\"noopener noreferrer\">Synthetic Monitoring vs. Real User Monitoring.<\/a><\/p>\n<\/div>\n<h2><span class=\"ez-toc-section\" id=\"SREs_Need_to_Start_With_Measuring_Real_User_Experience_-_Speed_and_Quality\"><\/span>SREs Need to Start With Measuring Real User Experience &#8211; Speed and Quality<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>When someone says \u201cSRE\u201d (Site Reliability Engineering), the term conjures up images of people watching server health graphs on a wide-screen dashboard and responding to pager alerts. These are important but what\u2019s of the highest importance for SREs is to build reliable systems that deliver a great user experience.<\/p>\n<p>SREs ensure that the infrastructure and applications features are designed in a way that supports specific SLO (Service-Level Objectives). SLOs are metrics that are formally agreed by SREs with the business and measure what your internal and external customers really care about: <strong>speed<\/strong> and <strong>quality. <\/strong>Real user monitoring is a great barometer for both speed and quality.<\/p>\n<p>Site reliability engineering as a philosophy is all about delivering business results &#8211;\u00a0 better customer retention and high user satisfaction through solid and reliable systems. RUM is a vital tool for SREs to start at the top with measuring the actual user experience and then working their way down the stack to find failure points in the full-stack application.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_RUM_Fits_into_the_SRE_Observability_Toolbelt\"><\/span>How RUM Fits into the SRE Observability Toolbelt<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">SREs monitor multiple \u201cgolden signals\u201d. In the context of browser monitoring, they are as follows:<\/p>\n<ol>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-24516\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/golden-signals-final.webp\" alt=\"SRE golden signals\" width=\"400\" height=\"400\" border=\"0\" \/><em>Request Rate\/ Traffic<\/em> \u2014 demand into the website in HTTP requests\/sec.<\/li>\n<li><em>Error Rate<\/em> \u2014 JavaScript code-level bugs or resources failing in errors\/sec.<\/li>\n<li><em>Latency\/Load time<\/em> \u2014 end-to-end page load time, in milliseconds.<\/li>\n<li><em>Saturation<\/em> \u2014 how overloaded or &#8220;full&#8221; your service is and as a result of which requests are queued. Examples include CPU run queue length or time spent waiting for a downstream connection.<\/li>\n<li><em>Utilization<\/em> \u2014 how busy the resource or system is, expressed as 0-100%. Examples include CPU utilization % or disk utilization %.<\/li>\n<\/ol>\n<p>Signals #1, #2 and #3 (i.e. traffic, frontend error rates and page load times) are best measured from the <em>perspective of the end user<\/em> using real user monitoring. The end user experience is the ideal starting point to subsequently drill-down into the server-side request rates, errors and latencies. SREs rely on a host of other tools ranging across <a href=\"https:\/\/www.eginnovations.com\/product\/application-performance-monitoring\">APM (application performance monitoring)<\/a>, <a href=\"https:\/\/www.eginnovations.com\/documentation\/Unix-and-Windows-Servers\/Log-Monitor-Test.htm\">log monitoring<\/a> and <a href=\"https:\/\/www.eginnovations.com\/product\/it-infrastructure-monitoring\">infrastructure monitoring<\/a> to augment <a href=\"https:\/\/www.eginnovations.com\/real-user-monitoring\">real user monitoring<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-24318 size-full\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/Picture01.webp\" alt=\"Real user monitoring can triage between browser rendering, network latency, server-side slowness or content download latency\" width=\"750\" height=\"300\" border=\"0\" \/><\/p>\n<div class=\"img_caption\">Figure 1: They key question in a war room is: &#8220;Why is my web application slow?&#8221;. SREs need to know which domain is the cause of slowness. Is it browser rendering, network latency, server-side slowness or content download time?<\/div>\n<h2><span class=\"ez-toc-section\" id=\"Real_User_Monitoring_Gives_You_Visibility_into_the_User_and_Business_Journey\"><\/span>Real User Monitoring Gives You Visibility into the User and Business Journey<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">Users undertake a user journey (also known as business journey) with your web application. A user journey is a set of steps that a user takes to accomplish some goal on your service. Each step could have one more user event (such as filling a form and clicking the submit button). For example:<\/p>\n<ul>\n<li>E-commerce in retail: Product search, add to card, checkout, and payment.<\/li>\n<li>Loan approval in financial services: application, loan underwriting, decision, closing and post-closing.<\/li>\n<li>Patient lookup by a clinician in an electronic medical record system.<\/li>\n<\/ul>\n<p>SREs track SLIs (Service-Level Indicator) such as API errors and latency for every critical step of the user journey. These SLIs ensure compliance with the SLOs agreed with business.<\/p>\n<p>We&#8217;ll see later in this article why SREs need capabilities to get a full-stack view &#8211; a tool that connects the frontend (browser) performance to the backend (server) performance. SREs need tools that directly correlate the RUM frontend instrumentation with APM (application performance monitoring) server-side instrumentation. Most APM tools accomplish this automatically without needing any code changes on the frontend or the server-side. SREs can thus get a complete end-to-end from the browser to the data store for a full-stack application stitched seamlessly on a single pane of glass.<\/p>\n<p><em>Key Takeaway:<\/em> RUM is an important component of a holistic observability toolchain. RUM tools work in tandem with APM (application performance monitoring) tools to stitch the user journey on the frontend and the server-side as one holistic visualization and facilitate easy tracking of SLIs. Real user monitoring is a mission-critical tool in the SRE\u2019s observability toolbelt.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Key_User_Experience_Questions_-_A_Checklist\"><\/span>Key User Experience Questions &#8211; A Checklist<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">SREs should be able to find quick and accurate answers to the following performance queries using real user monitoring:<\/p>\n<ul>\n<li><strong>Traffic<\/strong>\n<ul>\n<li>What are the traffic trends to your web site\/web application? Is it abnormally high or low?<\/li>\n<li>Where do your heaviest loads originate?<\/li>\n<li>Which specific page groups in the web site\/web application are seeing the maximum user traffic?<\/li>\n<\/ul>\n<\/li>\n<li><strong>Latency and Load time<\/strong>\n<ul>\n<li>Are the pages in the web site\/web application loading quickly? If not, then what is causing the slowness &#8211; is it the network? front end? or backend?<\/li>\n<li>If the front end is causing page loading to slowdown, then what is the source of the slowness with the front end? &#8211; is it because of a delay in page rendering, DOM downloading, or in DOM processing?<\/li>\n<li>If the problem is with the network, then what is the exact network issue? &#8211; is there a delay in domain name resolution? Or is there a poor network connection to the server?<\/li>\n<li>Are users of a particular page group experiencing more slowness than the others? Which page group is it? Which pages in the page group are contributing to this slowness?<\/li>\n<li>Are the base pages loading swiftly? Are iFrames loaded quickly? Is AJAX code processed rapidly?<\/li>\n<\/ul>\n<\/li>\n<li><strong>User satisfaction<\/strong>\n<ul>\n<li>How many page views have satisfied users in terms of page load time, and how many have not? Which are the slow pages, and where does the bottleneck lie?<\/li>\n<li>What is the Apdex score of the web site\/web application? Is it satisfactory or not?<\/li>\n<\/ul>\n<\/li>\n<li><strong>Errors<\/strong>\n<ul>\n<li>Have any pages encountered JavaScript errors? If so, which ones are they and what are those errors?<\/li>\n<\/ul>\n<\/li>\n<li><strong>3rd party dependencies<\/strong>\n<ul>\n<li>How are third-party APIs and dependencies impacting your web performance?<\/li>\n<\/ul>\n<\/li>\n<li><strong>Devices and geographies<\/strong>\n<ul>\n<li>Which are the devices that are being used by users to the web site\/web application? How many page requests are coming from each device?<\/li>\n<li>Are users using a specific device experiencing more performance issues than the rest? If so, which device is it?<\/li>\n<li>What are the browsers that are being used by users for the web site\/web application? How does the experience of users vary with browser? Is any browser seeing more performance issues than the rest? If so, which browser is it?<\/li>\n<li>In which countries, cities, and regions is your web site\/web application most popular?<\/li>\n<li>Are users connecting from a particular country, city, or region experiencing more slowness than the rest?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Different_Ways_of_Implementing_RUM\"><\/span>Different Ways of Implementing RUM<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">Real user monitoring can be implemented in different ways:<\/p>\n<ul>\n<li>Many applications capture and report user experience (for example, with Citrix access, ICA\/HDX\/EDT latency is captured for each user session)<\/li>\n<li>User experience can also be monitored by deploying agents on user terminals<\/li>\n<li>Network taps\/probes can also be used to watch user interactions and report user experience<\/li>\n<li>For web applications, a common way of tracking user experience is using JavaScript injection<\/li>\n<\/ul>\n<div style=\"padding: 20px; border: 1px solid #ffd392; background: #fcf8ef; margin-bottom: 30px;\">\n<h4 style=\"font-size: 20px;\"><span class=\"ez-toc-section\" id=\"What_is_JavaScript_Injection\"><\/span><strong>What is JavaScript Injection?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p style=\"margin-bottom: 15px;\">A small JavaScript code snippet is introduced in application web pages being served to clients. When each client downloads the application content, it also downloads and executes the JavaScript code snippet. This snippet reports details about the client (IP address, location, browser version etc.), the page being accessed (URL, query string, etc.) and the performance seen by the client (page load time, JavaScript errors, etc.).<\/p>\n<h4 style=\"font-size: 20px;\"><span class=\"ez-toc-section\" id=\"How_capable_is_JavaScript_instrumentation\"><\/span><strong>How capable is JavaScript instrumentation?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p style=\"margin-bottom: 15px;\">JavaScript instrumentation can leverage a powerful collection of performance APIs that are supported by modern browsers:<\/p>\n<ul style=\"margin-bottom: 0px;\">\n<li><em>Performance &amp; Performance Timing API<\/em>: Measures all the timings that relate to the current page load.<\/li>\n<li><em>Navigation Timing API:<\/em> Measures redirects, DNS (domain name system) look-ups, DOM (document object model) loaded, page loaded, etc.<\/li>\n<li><em>User Timing API:<\/em> Provides us with methods we can call at different places in our app, which lets us track where the time is being spent.<\/li>\n<li><em>Resource Timing API:<\/em> Measures loading of specific page assets such as CSS, scripts, images, and Ajax calls.<\/li>\n<li><em>Paint Timing API:<\/em> Measures rendering operations observed during page construction:\n<ul>\n<li>First Time to Paint: when the browser has painted the first pixel on the page<\/li>\n<li>First Contentful Paint: when the browser has painted the first item of DOM content, such as text or an image.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<p>The ideal approach depends on the degree of control that you have on the end points, the network, the application, etc. For instance, if you are the application owner, it may be difficult for you to tap into the network or have agents on all the end points.<\/p>\n<p><em>Key Takeaway:<\/em> For most modern full-stack web applications, real user monitoring using JavaScript injection is the ideal implementation option.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_Six_Steps_of_RUM_What_RUM_Should_Encompass\"><\/span>The Six Steps of RUM: What RUM Should Encompass<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">Alistair Croll and Sean Power, in their well-regarded O\u2019Reilly book <a href=\"http:\/\/oreilly.com\/catalog\/9780596155131\/\" target=\"blank\" rel=\"noopener noreferrer\">Complete Web Monitoring,<\/a> detail the six steps of RUM:<\/p>\n<ol>\n<li>Capture: The monitoring system captures Page objects, Ajax and IFrames from several sources\u2014JavaScript on a browser, a passive network tap, a load balancer, or a server and its logfiles.<\/li>\n<li>Sessionization \/ User Journey: The system takes data about these hits and reassembles it into a record of the pages and components of individual visits, along with timing information.<\/li>\n<li>Problem detection: Objects, pages, and visits are examined for interesting occurrences\u2014errors, periods of slowness, problems with navigation, and so on.<\/li>\n<li>Individual visit reporting: You can review individual visits re-created from captured data. Some solutions replay the screens as the visitors saw them; others just present a summary.<\/li>\n<li>Reporting and segmentation: You can look at aggregate data, such as the availability of a particular page or the performance on a specific browser.<\/li>\n<li>Alerting: Any urgent issues detected by the system may trigger alerting mechanisms.<\/li>\n<\/ol>\n<p>When reviewing a product claiming to offer RUM, the six steps are often used as an evaluation checklist to categorize features and capabilities.<\/p>\n<p>Modern RUM platforms based around AIOps technologies can learn about normal behavioral patterns of your services and users, automatically baselining expected performance and offer automated alerting when anomalous patterns or behavior are detected.<\/p>\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/Picture02-view.jpg\" data-rel=\"lightbox-image-0\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-24320 size-full\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/Picture02.webp?56\" alt=\"Real user monitoring showing overall view of user experience and seasonal\/ usage trends\" width=\"750\" height=\"477\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 2: Real user monitoring provides you with an overall view of user experience and seasonal\/ usage trends.<\/div>\n<h2><span class=\"ez-toc-section\" id=\"Benefits_of_RUM\"><\/span>Benefits of RUM<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">RUM helps identify how page visitors are using a site or app and provides page metrics such as load time for analysis of a page, objects and even individual visits. Typical benefits include the following:<\/p>\n<ul>\n<li><strong>Measure service-level objectives with real user experience: <\/strong>The idea behind SLO is that service reliability ultimately ensures end user happiness. As mentioned above. Service Level Indicators (SLIs) are the metrics used to measure the compliance with the SLOs. Examples include: availability, latency, errors and throughput. RUM captures these SLIs from the point of the end user &#8211; exactly how real customers experience your application in terms of traffic, errors and latency. These golden signals become a common language for conversations across cross-functional teams such as SRE, developers and business teams.<\/li>\n<li><strong>Use a quantifiable score (Apdex) to measure user satisfaction: <\/strong>Application Performance Index, or <a href=\"https:\/\/en.wikipedia.org\/wiki\/Apdex\" target=\"blank\" rel=\"noopener noreferrer\">Apdex,<\/a> is an industry standard to measure users&#8217; satisfaction with the response time of web applications and services. Think of Apdex as a Service Level Agreement (SLA) mechanism that measures the level of user satisfaction (or frustration).\n<p style=\"margin-bottom: 15px;\">Here&#8217;s how Apdex is computed:<\/p>\n<p>[Satisfied requests + (Tolerating requests\/2)]\/Total samples<\/p>\n<p>An Apdex score of 1.0 indicates that user experience was satisfactory. A score of 0.0 means that none of the responses were satisfactory. An Apdex score of 0.50+ indicates a &#8220;tolerating&#8221; user experience where users experience a moderate amount of lag. An Apdex below 0.5 indicates an unacceptable user experience.<\/p>\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture03-view.jpg\" data-rel=\"lightbox-image-1\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-24322 size-full\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture03.webp?564\" alt=\"Apdex helps you prioritize troubleshooting\" width=\"750\" height=\"477\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 3: Apdex helps you prioritize troubleshooting. In this example, both Konakart and EasyKart are serving poor user experiences, but the EasyKart application needs immediate attention as indicated by the poorer Apdex score.<\/div>\n<\/li>\n<li><strong>Correlate web performance with Business KPIs: <\/strong>RUM tools can add meaning and context to user sessions with business attributes such as User ID, email, or name to the extent your privacy rules allow you to collect data. In addition, you can capture business context information such as shipping ID or an item description.\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture04-view.jpg\" data-rel=\"lightbox-image-2\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24544\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture04.webp?678\" alt=\"\" width=\"750\" height=\"380\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 4: See business context information tagged to each real user action. In this example, you can see the specific cart items and the error status for the payment processing page.<\/div>\n<p>Real user monitoring can give you the current baseline of quantifiable business metrics such as number of unsuccessful payments or aborted bank account creation process or cart abandonments. RUM dashboards on a LED screen can become a \u201cwatering hole\u201c for cross-organizational teams to gather around and discuss how to improve business metrics over time.<\/li>\n<li><strong>Diagnose and triage quickly for quick MTTR\u00a0(mean time to resolve): <\/strong>The root cause of slow systems could lurk in:\n<ul style=\"margin-bottom: 30px;\">\n<li>the frontend browser code (such as ReactJS or Angular)<\/li>\n<li>the network (SSL\/TCP handshake process)<\/li>\n<li>the server-side code and infrastructure<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture05-view.jpg\" data-rel=\"lightbox-image-3\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24324\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture05.webp?674\" alt=\"\" width=\"750\" height=\"477\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 5: A user experience topology map can show you frontend vs network vs server-side performance. In this example, the server-side processing (5s+) is the root-cause for poor user experience.<\/div>\n<p>One of the KPIs on which SREs are measured is MTTR (mean time to resolve). In war rooms, when root-cause is not clear, significant time may be wasted in guess work and finger pointing. SREs need the data to know what to investigate and who to call for joint troubleshooting when there is a slowness. Real user monitoring can pinpoint the specific trouble area as shown in the above dashboard shown in figure #5. RUM can also analyze historical data and tell you if this problem is intermittent in nature or if it is a systemic problem. Non-experts such as helpdesk staff can quickly and correctly route the ticket to the right teams for a fast resolution.<\/li>\n<li><strong>Hold third-party vendors honest for their frontend code embedded in your site: <\/strong>Modern web sites leverage third-party services to gather business intelligence data or support application functionality (like social widgets or maps). These services come in the form of embedded JavaScript code that makes external calls directly from the browser client. If your end-user monitoring is incomplete, you will not see performance regressions introduced by slow third-party calls. As a result, the SRE might see excellent health in the services in the data center but a malfunction or glitch in third party frontend code might cause frustration in end user experience. This might result in transaction abandonment and revenue loss. RUM allows you to hold third party vendors honest for delivering top notch web performance.<\/li>\n<li><strong>Captures user-centric web performance metrics:<\/strong> In addition to DOM (document object model) load time, RUM tools also capture user-centric web performance metrics like First Paint and First Contentful Paint (FCP), which are useful for understanding how the end user perceived the load time of the page.<\/li>\n<li><strong>Discover JavaScript errors in real-time: <\/strong>Debugging JavaScript errors in a production environment can be a difficult experience. Most error reports are vague since end customers may lack the ability to convey the exact browser console log to support staff.\n<p style=\"margin-bottom: 15px;\">Developers need to get notified of JavaScript errors and the complete stack trace leading up to the error. Often JavaScript is minified and as a result, stack traces are of little use.<\/p>\n<p style=\"margin-bottom: 15px;\">RUM tools can map the source maps to understand your minified JavaScript\u2019s stack traces.<\/p>\n<p>Similar JavaScript errors can be automatically grouped to reduce alert noise, and all errors can include detailed information such as time of error, which browser version, OS version etc.<\/p>\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture06-view.jpg\" data-rel=\"lightbox-image-4\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24326\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture06.webp?452\" alt=\"\" width=\"750\" height=\"269\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 6: Developers need detailed actionable insights to resolve JavaScript errors. In this example, the \u201cinterbanktransfer.jsp\u201d page needs an immediate fix to resolve the high number of TypeErrors since it is a critical business function.<\/div>\n<\/li>\n<li><strong>Load Time Breakdown: <\/strong>If your visitors are experiencing slow page-loads or poor HTTP request performance, it\u2019s often caused by the network, DNS servers, redirects, application performance, among other things. A clear distinction is needed between &#8220;actual work&#8221; vs &#8220;waiting&#8221; for downstream resources.\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture07-view.jpg\" data-rel=\"lightbox-image-5\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24328\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture07.webp?22\" alt=\"\" width=\"750\" height=\"388\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 7: Developers need a clear distinction between action rendering time via-a-vis blocking or waiting time. In this example, the browser is waiting for the server-side response.<\/div>\n<\/li>\n<li><strong>Web page resource insights: <\/strong>When a request to a web page is issued, the browser begins downloading resources such as images, stylesheets and JavaScript. In order to download these resources, the browser establishes a connection with the host. There&#8217;s a key bottleneck you need to be aware of &#8211; most modern browsers impose a limit of 6-8 connections per domain (assuming HTTP\/1.1 is the protocol). This means that you can issue a maximum of 6-8 concurrent requests per domain. The rest of the resource requests will be &#8220;stalled&#8221; waiting for the browser to get to them. RUM can give you detailed information on \u201cresource blockers\u201d about each resource that was fetched while loading your website. This will allow you to use techniques such as <a href=\"https:\/\/developer.mozilla.org\/en-US\/docs\/Glossary\/Domain_sharding\" target=\"blank\" rel=\"noopener noreferrer\">domain sharding<\/a> and image sprites to improve content fetch times.\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUM-resource-view.jpg\" data-rel=\"lightbox-image-6\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24330\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUM-resource.webp?345\" alt=\"\" width=\"750\" height=\"411\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 8: Developers need insight into blockers that impede fast browser rendering. In this example, the \u201cheroimage.jpeg\u201d which is larger in size is blocking other resources from getting downloaded as can be seen from the &#8220;relative start time&#8221;.<\/div>\n<\/li>\n<li><strong>Omni-channel user behavior across different platforms: <\/strong>Product owners need comprehensive information to understand how end users interact with their applications. Customers can access your application from desktop browsers or mobile browsers on devices such as Android and iOS. For example, a retail customer might abandon their cart at the end of a shopping transaction. Without a complete view of the interaction, product owners may find it challenging to pinpoint why users did not complete the transaction. Integrated RUM and APM tools can pinpoint the exact component that caused the delay, taking the guesswork out of problem solving.<\/li>\n<li><strong>Performance trends across geographies: <\/strong>Real user monitoring tells you where your users are. Is the problem local to certain geographical locations or is it widespread across a geography?\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/Picture08-view.jpg\" data-rel=\"lightbox-image-7\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24332\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/Picture08.webp\" alt=\"\" width=\"750\" height=\"476\" border=\"0\" \/><\/a><\/p>\n<div class=\"img_caption\">Figure 9: Location markers can accurately pinpoint number of page view requests correlated with page load time. In this dashboard, user experience from Japan and Australia is equally poor but the problem is acute in Japan.<\/div>\n<\/li>\n<li><strong>Empower your helpdesk: <\/strong>When an irate customer calls your call center, support teams are often at a loss to pinpoint the root cause. RUM tools can tag the user ID and provide a search facility to pull up the entire chain of requests in the user journey that led to the user frustration. This is useful regardless of the nature of the application \u2013 whether external facing internet applications such as e-commerce or internal intranet applications such as payroll or HR systems. Non-expert communities such as helpdesk operators are empowered with the new user context offered by RUM.<\/li>\n<li><strong>Improve employee experience:<\/strong>\u00a0RUM is often considered in the context of external and customer facing sites but is widely used in organizations to ensure their own employees can work effectively. By monitoring the real user experience of enterprise applications such as Microsoft Dynamics, SharePoint, Office 365, Atlassian Confluence, and PeopleSoft, and custom web applications built on Java, .NET, Ruby on Rails, Python and PHP, organizations can ensure satisfied and effective employees and avoid internal help desk tickets.<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Limitations_of_RUM\"><\/span>Limitations of RUM<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ol>\n<li><strong>No insights when there are no users: <\/strong>RUM is of limited help when there are no real users and offers limited data when there are low volumes of users. It\u2019s very common for issues to occur when there are a low number of users overnight that become apparent at the start of office hours in the morning.<br \/>\nFor example, branch banking systems accept customer walk-ins from 8 am in the morning. Performance problems could happen during start of business. Synthetic monitoring is usually the main technique used to overcome this fundamental limitation. We talked earlier about the symbiotic relationship between synthetic monitoring and RUM and this is a good example of how they work well with each other.<\/li>\n<li><strong>High volume and high velocity data: <\/strong>As user volumes grow, a large amount of data to process and analyze is generated. Modern monitoring platforms such as eG Enterprise are usually <a href=\"https:\/\/www.eginnovations.com\/blog\/aiops-tools-capabilities\/\" target=\"blank\" rel=\"noopener noreferrer\">built around powerful AIOps<\/a> (Artificial Intelligence for Operations) engines leveraging machine learning technologies designed to process and analyze data at scale and so this limitation is one that can be avoided by a wise choice of enterprise grade solution.<\/li>\n<li><strong>Lack of competitive benchmarking: <\/strong>RUM can measure your own site&#8217;s performance but you need other tools to examine your competitors\u2019 websites and their performance. Tools such as <a href=\"https:\/\/www.webpagetest.org\/\">WebpageTest<\/a> can fill this visibility gap to an extent.<\/li>\n<li><strong>Lack of root-cause diagnosis: <\/strong>Without identifying the reason for problems RUM identifies, it is impossible to have a path to resolve and eliminate issues. Identifying the underlying cause of slowness, performance issues, errors and so on is often beyond historical and simple RUM tools. However, modern RUM platforms such as eG Enterprise will include automated alerting and root-cause diagnostics. Ideally, RUM platforms need to correlate user experience issues with <a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/java-transaction-monitoring\" target=\"blank\" rel=\"noopener noreferrer\">business transactions,<\/a> <a href=\"https:\/\/www.eginnovations.com\/product\/application-performance-monitoring\" target=\"blank\" rel=\"noopener noreferrer\">application performance,<\/a> and underlying <a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/unified-monitoring\" target=\"blank\" rel=\"noopener noreferrer\">infrastructure<\/a> for root cause analysis.<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion_Beyond_RUM_to_Full-stack_Monitoring\"><\/span>Conclusion: Beyond RUM to Full-stack Monitoring<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"margin-bottom: 15px;\">Real user monitoring records all real user actions and provides analytics to answer the vital question: <em>\u201cWhy is my web application slow?\u201d.<\/em> The root-cause of slowness could be spread across multiple domains \u2013 frontend, server-side, network, content payload etc. To ensure end-to-end performance, site reliability engineers and IT operations need to go beyond RUM to get insights into the full-stack performance.<\/p>\n<ul>\n<li><strong>Automatic code instrumentation:<\/strong> If your tool needs you to change application code in order to monitor and measure application performance, that isn\u2019t ideal. Manually changing code is error prone and can introduce bugs. Tools like eG Enterprise automatically instrument the full-stack application across frontend and server-side by leveraging automation to not require manual code changes.<\/li>\n<li><strong>Auto-discovery:<\/strong> Your modern applications deployed on containers and the cloud are dynamic. Container instances and cloud virtual machines come and go based on auto-scaling. eG Enterprise can automatically detect all applications, web services, processes, and infrastructure components from the start (as well as keep up with dynamic changes) and present them on an end-to-end service topology map.<\/li>\n<li><strong>Distributed Tracing:<\/strong> Once you have auto-instrumented your application, the APM software can tag-and-follow requests as they flow through across distributed system\/ microservices boundaries to monitor, debug, and optimize services.<\/li>\n<li><strong>End-to-end APM\/ Observability:<\/strong> Implement observability [logs, metrics, traces and events] across the full application stack so SREs can co-ordinate across IT teams to fix performance issues in near-real time.<\/li>\n<\/ul>\n<p style=\"margin-bottom: 15px;\"><em>Key Takeaway:<\/em> Go beyond real user monitoring. RUM data leveraged within a complete monitoring platform should eliminate downtime arising from scenarios such as:<\/p>\n<ul>\n<li>Application faults arising from coding errors<\/li>\n<li>Slow or failed requests to on-premises databases or cloud hosted database services<\/li>\n<li>Overloaded resources such as CPU, Network bandwidth, memory and storage<\/li>\n<li>Latency issues, slow performance in transactions or remoting protocols<\/li>\n<li>Third-party services on which your services depend (such as DNS and payment gateways)<\/li>\n<\/ul>\n<p>Extend your toolchain to Application performance monitoring (APM) that works in tandem with RUM and synthetic monitoring together with transaction tracing, log and error data, and infrastructure metric monitoring. By correlating data from all these sources, it is possible to improve performance, fix bugs, reduce downtime, and improve the end users\u2019 digital experiences.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-24425\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/07\/RUMPicture09.webp?22\" alt=\"\" width=\"800\" height=\"907\" border=\"0\" \/><\/p>\n<div class=\"img_caption\">Figure 10: A holistic real user monitoring dashboard can give you user experience insights across various dimensions<\/div>\n<h2><span class=\"ez-toc-section\" id=\"Further_Reading\"><\/span>Further Reading<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li><a href=\"https:\/\/www.eginnovations.com\/blog\/synthetic-vs-real-user-monitoring\/\" target=\"blank\" rel=\"noopener noreferrer\">Synthetic Monitoring vs. Real User Monitoring (RUM)<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/blog\/what-is-proactive-monitoring\/\" target=\"blank\" rel=\"noopener noreferrer\">What is Proactive Monitoring and Why it is Important<\/a><\/li>\n<li>Learn a little about the eG PHP Transaction Profiler: <a href=\"https:\/\/www.eginnovations.com\/documentation\/PHP-Business-Transaction-Monitoring\/The-eG-PHP-Transaction-Profiler.htm\" target=\"blank\" rel=\"noopener noreferrer\">The eG PHP Transaction Profiler<\/a><\/li>\n<li>Explore RUM Dashboards: <a href=\"https:\/\/www.eginnovations.com\/documentation\/The-eG-Real-User-Monitor\/The-RUM-Dashboard.htm\" target=\"blank\" rel=\"noopener noreferrer\">The RUM Dashboard (eginnovations.com)<\/a> and the type of overviews available to organizations adopting RUM<\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/blog\/why-is-my-website-slow\/\" target=\"blank\" rel=\"noopener noreferrer\">Why is My Website Slow and What is the Root Cause? (eginnovations.com)<\/a><\/li>\n<li>Understand how AIOps platforms overcome the traditional scaling issues with RUM by leveraging machine learning technologies to process every single user transaction at scales beyond a human operator: <a href=\"https:\/\/www.eginnovations.com\/blog\/aiops-tools-capabilities\/\" target=\"blank\" rel=\"noopener noreferrer\">AIOps Tools \u2013 8 Proactive Monitoring Tips | eG Innovations<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/blog\/analytics-monitoring\/\" target=\"blank\" rel=\"noopener noreferrer\">Google Analytics vs. Real User Monitoring Tools | eG Innovations<\/a><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Real User Monitoring is Business-Critical Near-instantaneous performance. Silky smooth user experience. This is what your digital users are expecting from your web application. If they perceive slowness or encounter failures in their user experience, they will readily switch to a competitor. Failures are a fact of life. The SRE (site reliability engineering) movement is [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":24316,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[371],"tags":[1180,349,1182,1181,1494,1526,704,1177,703,1183,1184,1178,1179,348,357,705,489,1185,488],"class_list":["post-24242","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-application-performance-monitoring-apm","tag-apdex-score","tag-apm","tag-appdynamics","tag-appdynamics-rum","tag-application-monitoring-software","tag-benefits-of-rum","tag-dex","tag-digital-experience","tag-digital-user-experience-monitoring","tag-google-analytics","tag-javascript-injection","tag-page-load-time","tag-page-speed","tag-real-user-monitoring","tag-rum","tag-ux-monitoring","tag-web-application-slow","tag-web-optimization","tag-web-site-slow"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Real User Monitoring (RUM)? | eG Innovations<\/title>\n<meta name=\"description\" content=\"Real User Monitoring (RUM) is key to ensuring positive user experiences with an application. 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