Network Performance

Network Performance

When using Zoho Lens, whether through video overlays, annotations, or real-time collaboration, network performance directly influences the overall user experience. Poor network conditions, such as high packet loss, unstable latency, or erratic jitter, can degrade video quality, cause annotation delays or lags, and disrupt synchronization between technician and customer.

Monitoring and evaluating network performance helps ensure smooth, clear, and reliable remote assistance sessions.

Benefits of Monitoring Network Performance:

  1. Smooth Visual Communication – Reduced packet loss and jitter preserves video clarity and audio synchronization, providing a stable experience.
  2. Interactive Responsiveness – Low latency enables real-time updates, crucial for effective troubleshooting and accurate overlay alignment.
  3. User Satisfaction – A quantified Performance Score allows both technicians and customers to assess connection quality and take corrective actions (e.g., switching networks).

How to View Network Performance?

  1. During an active Zoho Lens session. Click More from the top menu bar and choose Network Performance
  2. View the parameters, such as Packet Loss, Latency, and Jitter.

  3. Check the aggregated Performance Score, displayed as Excellent, Good, Average, or Poor.

  4. If the Performance score is shown as Average or Poor, a remark will appear with additional details.


  5. Even when the Performance Score is Good, remarks may still appear if your customer’s network is weak.

What Parameters Define Network Performance?  

  1. Packet Loss - The percentage of data packets that fail to reach their destination. Even small packet losses can result in choppy video, audio dropouts, missing annotation frames, or disconnections.
  2. Latency (ms) - Latency represents the time taken for a packet of data to travel from sender to receiver and back (round-trip time). Lower latency ensures better real-time responsiveness.
  3. Jitter (ms) - The variation in packet arrival times. Higher jitter causes irregular frame updates, video freezing, or stuttering.

How Do We Rate Overall Network Performance?  

Zoho Lens combines the parameters such as Packet Loss, Latency, and Jitter into a simplified Performance Score. The ratings are categorized as:
  1. Excellent – Smooth and reliable performance with no noticeable disruptions.
  2. Good – Stable performance with minimal disruptions.
  3. Average – Usable performance but with occasional lags or delays.
  4. Poor – Unstable performance with frequent disrupt