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New Feature: Filtering Service Metrics by UserID and ConferenceID

by Juho Heikkilä,
19 January 2018

The new tab-based dashboard layout and improved filtering help understand specific conferences or users; ‘Conference details’ tab gets a makeover

A New Look and Feel: Service Metrics vs Conference Details

To make the user experience smooth, we introduced a new quick-tab selection for the dashboard: On the left hand side, a side navigation for different parts on the product, and on the main dashboard separating Service metrics and Conference details.

The Service metrics tab is where you land by default when you log in to the callstats.io dashboard. These are the go-to stats that show an overall picture of an webrtc service’s performance. The right hand side tab, Conference details, in contrast, shows a list of conferences, it allows the opportunity to dig deeper into a conference issues (scroll down for use cases).

As you can see, the Conference details layout also received a makeover as the call log table is now in the front and center of the main view. This allows to show more detailed information on the table and makes is faster to get to the data you most care about.

Filter with ConfID or UserID

The main update, however, is the more detailed ConfID or UserID filtering option added to the Service metrics dashboard: Filter your Dashboard view by a specific UserID or a ConferenceID and see the overall health of the application as well as detailed performance stats for that particular query.

This customized filtering makes it faster to, for example, understand a particular user’s pain points over time. Instead of searching and reviewing individual call logs, all the calls the user has made over a specified period of time are aggregated into one view. Note that you have to make the search query using the user-name you are sending to callstats.io. If you are using UserID as an object, you should use the alias-name for searching.

On the other hand, you might want to review the performance of a particular conference type, say Monday Engineering Syncs. Filter your search with that particular ConfID (in a URL format) and quickly see all the Service metrics and Conference details for that particular call type.

How to use the filtering in practice? Let’s take the example of a contact center: Alice is an agent for a contact center, and is faced with repeated connectivity issues, and raises a customer support ticket. The customer support person can then search for Alice’s UserID and in the Service metrics tab, find an aggregated summary of all the calls made by Alice in a particular time frame, this service metrics view in this situation aims to highlight the frequency of the most persistent issues.

For example, in this particular case with Alice, you will observe that the main cause is connectivity issues and respond to the ticket more effectively.

Similarly, you can use the filtering to single out and inspect a specific conference type, such as a recurring team meeting. In this scenario, perhaps the customer is experiencing connectivity and/or media quality issues with their Monday morning syncs. In this case, you will apply the “MondaySync” ConferenceID filter (which usually is a URL), and the dashboard will return the aggregate metrics and frequency of this conference. You can then switch from the service metrics tabs to the Conference details, and go through all the affected conferences. In the conference detail view, you can try to identify participants that have network or media quality issues, and ultimately make more informed decisions and offer more specific advice to fix the issues.

Callstats.io provides actionable monitoring and product analytics to your WebRTC app. Take a look at the quick and easy integration of callstats.io to your App SDK.