A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

A digital experience management system comprising: the displaying on an electronic display screen a plurality of sequentially ordered node indicators, each node indicator having a respective sequence position; the system storing multiple session information structures, each respective session information structure including multiple sequentially ordered clusters of user experience information, each cluster of user experience having a sequence position that matches a sequence position of a node indicator; responding to a user selection of a respective node indicator, by displaying on the electronic display screen, each respective cluster of user experience information having a sequence position that matches a sequence position of the respective selected node indicator.

A technology for assessing client experience in incident management can be implemented. The technology can fetch an event log entry from a first database comprising a plurality of event log entries generated by a client, wherein the event log entry is associated with a timestamp, an event descriptor, and a prescribed target time to close the event log entry. The technology can extract a communication message sent by the client from the event descriptor, determine a polarity score based on sentiment analysis of the communication message, determine a client experience index (CEI) based on the polarity score, save the CEI in an event record in a second database, determine an aggregated CEI based on an average of a plurality of CEIs determined for the corresponding plurality of event log entries, and output the aggregated CEI.

A system and method are presented for delivering modular tools through a cloud-based remote computing environment. Users may create and customize extensions to the modular tools for integration with the product system without requiring change to product. Using a script tag added to a website, a user is able to install the modular tool to a website. The modular tool extensions are able to directly communicate with handlers and websites and are able to become directly integrated with a premises-based product. This may be done through a multiplexed API exposed to the modular tool extensions that directly couples them to the premises-based product. The modular tools are able to be configured in the premises-based product, however they are hosted in the cloud and as such, the premises-based product is able to receive continuous integration and deployment from the cloud.

A communication method includes: sending, by a policy control network element, first query information to a data analytics network element, where the first query information is used to obtain service quality information; and receiving, by the policy control network element, first response information sent by the data analytics network element, where the first response information includes the quality information that is of the service and that is requested using the first query information.

A customizable router manages traffic between application programming interfaces (APIs) of microservice applications (apps) that make up various features of a website. Various datastores may also be used to store information, such as information related to certain products, pricing, users, etc. In order for the website to function properly, the microservice apps communicate with one another and with the datastores. The customizable router is used to manage and route traffic between the microservice apps and/or datastores. The customizable router may, for example, route a universal resource indicator (URI) request for a webpage of a website to particular versions or revisions of a microservice app based on rules established for the customizable router. For example, a certain percentage of traffic may be routed to a first version of a microservice app, while a different percentage of traffic may be routed to a second version of the microservice app.

Described are examples for providing service level monitoring for a network hosting applications as a cloud service. A service level monitoring device may receive end-to-end measurements of service usage collected at user devices for a plurality of applications hosted as a cloud services. The service level monitoring device may determine degraded applications of the plurality of applications based on anomalies in the measurements. The service level monitoring device may determine a service level metric based on an aggregation of the degraded applications. In some examples, the service level monitoring device may detect a network outage affecting the service.

Methods, apparatuses and computer programs are disclosed. The method of allocating network resources to a plurality of media flows in a communications network, the method comprising the steps of: determining a media content characteristic for the plurality of media flows; partitioning the plurality of media flows into one or more media flow groups based on the media content characteristic; initiating allocation of a separate network resource pool to the one or more media flow groups to be used by media flows belonging to respective media flow group.

In one embodiment, an agent process performs performance monitoring according to either a network performance monitoring platform or an application performance monitoring platform. The agent process exchanges a request message with a remote agent process (performing performance monitoring according to the opposing platform), where the request message comprises a transaction identifier and a requested action. The agent process also exchanges, in response to the request message, a response message with the remote agent process, wherein the response message comprises an acknowledgment of the transaction identifier and the requested action. The agent process shares first performance monitoring platform information along with the transaction identifier, where the remote agent process shares second performance monitoring platform information along with the transaction identifier, such that the sharing causes explicit correlation of the first information and the second information based on the transaction identifier.

The disclosed system and method obtain a report of an issue reported by a user of the wireless telecommunication network, and historical information associated with the user and the wireless telecommunication network. The historical information includes multiple issues reported by users similar to the user, and multiple user statuses associated with the users similar to the user. The user status among the multiple user statuses includes active and inactive, indicating whether the user is an active member of the telecommunication network or has left the network. The system provides the historical information to an AI model, and obtains from the AI model a priority associated with the issue experienced by the user. The system causes a resolution of the issue based on the priority.