Transcript
What’s next in
Proactive Monitoring ?
Outline
• Proactive Monitoring as a selling point
• Cognitive adaptation
• CAKE Reach
What is Proactive Monitoring?
CAKE Pulse
As a selling point
How can you sell Proactive Monitoring?
Proactive Monitoring as a selling point
Competitive advantage
Save cost
Early issue identification
Proactive Monitoring as a selling point
Increased productivity and efficiency
Happy Customer
Cognitive Adaptation
Cognitive Adaptation
Cognitive Adaptation
Learn from Giants
Learn from Giants
Learn from Giants
Adopt Best Practices
Bypass general mistakes
Be Modern and Up to Date
Imitate patternsAvoid re-inventing the wheel
A case study
Case Study
A case study
Only for Node JS ?
PM2 Monitoring
• PM2 Monit• Keymetrics Monitoring• Monitoring Modules
• Server-Monit • Mysql • Redis
• PMX
PM2 Monitoring
Meet Standards
Meet Standards & Overcome barriers
Meet Standards
Web Sockets Alerts
Salesforce Integration
Event Driven Notification
Role based custom dashboard
Cinco Integration
The hidden treasure
Unexcavated treasure
The hidden treasure
DATA as an opportunity
• Detect critical / fallout merchants
• Generate heat map like charts to rank merchants
• Targeted feature improvements
• Targeted training programs
What is out there?
How Proactive Monitoring is currently used in Operations?
What is out there?
• Warns about abnormalities in POS and merchant network
• Notifies the operator when specific metrics exceed pre-defined thresholds.
Proactive Call centers
Monitoring a Call Center in a Proactive Manner
Proactive Call centers
• Call queue status • Whether high priority merchant is always
waiting?• Whether calls from a one specific caller
rejected continuously? • Call extension status
• Whether all extensions are busy?• Which agent is answering the call?• What information he needs about issue?
Automated Call centers
Automating Call Center Services
Automated Call centers
• Automatic calls and text messages to notify customer on a ongoing problem of merchant device or network
• Scheduled calls and text messages to acknowledge issue state
• Alarming call center agent about TODOs
Tools and Tech
Typical proactive monitoring systems
Tools and Tech
• In sophisticated PBX systems we can find a manager interface which can listen to the internal event bus and publish it to given endpoints
• If we can collect that data and synchronize them in a proper manner it would be far better than the previous traditional approach
Tools and Tech
Combined approach
Combined Proactive Monitoring Systems
Combined approach
• The proposed call center monitoring system can be synchronized with prevailing monitoring system to enhance productivity and efficiency of the call center
• Monitoring systems can mutually control the pace of each other
Support – Current process
Current process in App-support
Support – Current process
Operator
identifies an issue
with the product
Operator calls CAKE
Support
Support requests customer
info
Info is used to look for
the merchant on Pulse and
SFDC
Support – Current process
• Caller / Account identification on incoming calls• Automatically pulling up the Pulse
account and recent SFDC cases
• Text messaging to schedule a call at a convenient time
• Other proactive measures• Restart Alerts
CAKE Reach
CAKE Reach
CAKE Reach architecture
CAKE Reach architecture
CAKE Reach architecture
CAKE Reach architecture
CAKE Reach architecture
Q&A
Questions?
Thank you!
Thank you!
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