Methods, devices, and systems for management of a cloud computing environment for use by a software application. The cloud computing environment may be an N-tier environment. Multiple cloud providers may be used to provide the cloud computing environment.

A method for data processing may include receiving a communication from a parent span, the communication including a data portion and a header portion. The header portion may include an identifier of an originating service that produced the communication, an identifier of a transaction for the communication, and an identifier of the parent span. The method may include identifying the parent span and the originating serviced based on the header portion. The method may also include performing a system trace process of the communication throughout the transaction based on the parent span and the originating service.

Aspects of the subject disclosure may include, for example, a method that includes detecting events relating to user equipment on a communication network, collecting first event data including event times and locations, and collecting second event data regarding second event dimensions determined at least in part by the event type. The method also includes generating, for each of the event types, an event data structure associated with the user, based on the first event data and second event data. The event data structures are concatenated to generate an event history flow associated with the user; the event history flow is analyzed to identify causal events for a detected event. The method also includes generating a model for performance of the user equipment based on the causal events to predict a future event, and identifying potential adjustments to the communication network to prevent that event. Other embodiments are disclosed.

The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.

In some embodiments, a queue may be monitored to perform an automated adjustment related to a data item in the queue. In some embodiments, the data item may be associated with a product or service and include a code related to an access to the product or service. Based on the code, configuration information related to the product or service may be obtained. Based on a detected change related to the product or service, an indication of a set of self-support actions may be sent to a user device. One or more self-support actions (performed via the user device) may be determined, and an adjustment related to the access to the product or service may be performed based on the determined self-support actions. In some embodiments, the adjustment related to the access to the product or service may include modifying a configuration of the access to the product or service based on the determined self-support actions.

Described embodiments provide for associating a user experience score with a location of a client. A device may identify a session between the client and an application service established via a first network. The device may receive, via the application service, a network address of the client associated with a second network. The device may determine a location of the client accessing the application service via the first network based at least on the network address associated with the second network. The device may receive, from an instrumentation service, performance factors for the client. Each of the performance factors may be associated with access to the application service by the client. The device may generate a user experience score for the client based at least on the performance factors. The device may provide an instruction based at least on an association between the user experience score and the location.

Described embodiments provide for associating a user experience score with a location of a client. A device may identify a session between the client and an application service established via a first network. The device may receive, via the application service, a network address of the client associated with a second network. The device may determine a location of the client accessing the application service via the first network based at least on the network address associated with the second network. The device may receive, from an instrumentation service, performance factors for the client. Each of the performance factors may be associated with access to the application service by the client. The device may generate a user experience score for the client based at least on the performance factors. The device may provide an instruction based at least on an association between the user experience score and the location.

A method for automatically providing virtual support is provided. The method may include determining a level of experience associated with the end-user and members of a support personnel for a computer application. The method may further include, in response to detecting one or more first actions on the computer application, automatically generating and providing support instructions based on virtual support documentation to an end-user based on the one or more first actions and based on the level of experience associated with the end-user. The method may further include, in response to detecting one or more second actions on the computer application, automatically determining a match between a member of the support personnel and the end-user based on the level of experience associated with the end-user and the member of support personnel.

Technologies are provided for automatically routing service requests (e.g., trouble tickets). More particularly, embodiments of the present invention provide a real-time routing system that helps reduce the wait time on the assignment of client logged support requests. To do so, a batch job may run regularly (e.g., every 5 minutes) to identify newly logged tickets by querying a ticket database corresponding to a ticket system. The smart routing systems utilizes an iterative process to identify the most appropriate associate on the most appropriate support team for assigning the ticket. Once the appropriate associate has been identified, the client as well as the associate may be notified regarding the ticket assignment.

A device receives, based on a user interaction with a chatbot, request data for a request for a service associated with a software tool that is part of a service management system. The device identifies, based on the request data, the service that is being requested and a first set of entity data for a first set of entities relating to the service. The device obtains a second set of entity data for a second set of entities by using an application programming interface (API) to reference a data structure that is associated with the service management system and that stores the second set of entity data. The device causes one or more components of the service management system to use the first set of entity data to execute a set of actions to perform the service.