A user’s access to a private CRM application fails occasionally during video calls.

The evidence identifies a network-path problem rather than an application-category or identity problem. Zscaler’s Cloud Path documentation provides end-to-end visibility into latency, packet loss, and jitter, while its tunnel-information guidance shows the tunnel path between Client Connector and the relevant Service Edge. Selecting a nearer or better-performing Service Edge can shorten the impaired path, but the administrator must validate the new route in ZDX and confirm that jitter, loss, and client-egress latency decline during concurrent calls. URL categories do not influence packet loss. Reducing identity claims does not address the ISP spikes already shown in telemetry. Moving a business application to a lower bandwidth class could increase competition and variability. Option B uses the observed fault domain to guide and verify a targeted routing correction.