Does customer have ARM enabled? If ARM is enabled, there's a few attributes that are checked to validate which AP a client associates to. These attributes include: signal strength, transmit power, AP radio channel, AP radio type, number of other clients on the AP, ability of client device radio, type of data client is using (voice, video, etc). Balancing of clients is then shown on the client diagnostics view in the 'client match' events table on the right hand side, along with reasons why a client is being redirected to another AP (some reason include: sticky client, load balancing, etc).