“Dashboards are so 2015” was customer feedback I received recently after offering DataVoice’s built-in dashboard as another level of operational insight into the efficiency and good working order of their distributed recording solution.
Customers expect intelligence and proactiveness from applications and solutions to inform them of possible system issues before they occur. In part, I agree. We see that AI and Machine Learning are increasingly permeating applications and devices we use daily. Today we simply expect them to be there, both in terms of operational stability, and to gain business insights from analysing the data collected by these customer interaction solutions.
However, there is also a case to be made. While customers still employ “living” IT support staff to manage IT systems with human intelligence, vendors provide the tools to assist them with the management and early detection of issues with the systems they support.
As an OEM of interaction recording and management solutions, DataVoice while working closely with both partners and end-customers has found that Supervisors and QA’s quickly identify large outages as it affects their daily output, but more subtle issues like an extension not recording, or short-term storage coming dangerously close to being overwritten as it has not stored correctly yet, are not as simple to pick up, because often these solutions are not operationally focused.
DataVoice’s Nexus system is the central point for both storage and health monitoring of a distributed recording solution and the Nexus system status dashboard seen below provides a wealth of real-time information about the operational status of an entire, DataVoice deployed solution.
Amongst many others, it displays current recording and storage activity - granularly broken down to a per recorder platform level with easily identifiable colour coding using a robot system of Green/Orange/Red, absolute values, as well as trend analysis with a “last 1000 recordings” graph to identify the prevailing trend - for example how the system is recovering after network downtime.
Look out for part 2 as we dig a little deeper into the value of having an intelligent interaction recording solution that can communicate with its user & support base...
Author: Francois van der Vyver, Channel Manager
If your current customer interaction recording and management solution doesn’t communicate it’s health and status information intelligently and proactively, please contact us at firstname.lastname@example.org and one of our Channel Managers will be in contact.