WebBeat Availability and Performance Monitoring for Online Solutions

Whether you’ve installed a brand new online contact center solution or you are maintaining an existing solution, you want to make sure your efforts deliver the best possible customer experience and ROI. If the solution does not work as designed 24x7 and customers do not use it as expected, your customer satisfaction and cost-savings objectives go out the window.

WebBeat availability and performance monitoring services give you peace of mind that your online solution is performing even when you’re away from the office.  And if it stops performing as expected, you know someone is watching and will notify you immediately.

IQ Services' WebBeat availability and performance monitoring is ideal for companies leveraging online solutions to communicate with customers and generate revenue.  WebBeat availability and performance monitoring allows you to validate that the solution continues to deliver a good customer experience around the clock.

A typical WebBeat availability and performance monitoring engagement involves:

• Defining test cases that simulate real customer browser transactions
  • User choices, secure login and secure transactions are validated
  • Test cases are targeted at critical risk components of the solution
• Configuring IQ Services’ facilities to generate transactions at a specified frequency per hour (e.g., 2 sessions per hour, 12 sessions per hour, etc.)
• Establishing a notification strategy that fits the requirements and schedules of your support team
• Sending transactions one at a time, 24x7 at the appropriate frequency
• Notifying the team immediately if anything unexpected occurs during the transaction (e.g., error page received, etc.)
• Posting timely results so you can view error pages, analyze performance trends, etc.

WebBeat availability and performance monitoring results are delivered via a variety of mechanisms:

• Notifications are sent via the method you request
  • Telephone call, email, page, SNMP trap
  • Sent to appropriate person/team based on time of day or issue detected
  • Including escalation based on severity or number of transactions encountering an issue
• Immediate results are posted to the secure, online monitoring site, which also offers self-service monitoring controls.
• Weekly reports detailing the results of all transactions are delivered via email each Monday

WebBeat availability and performance monitoring results give you confidence about your solutions’ performance and help you answer the lingering questions including, but not limited to:

• Can customers use your online solution RIGHT NOW?
• Can customers successfully get through the Internet to your solution?
• Are transactions being properly handled by your online solution?
• Are there any unplanned performance issues related to Web access, redirection servers, firewalls, systems, services, etc.
• Do transaction step response times meet your customer experience requirements?
• Does your online solution perform the same at all times of the day?
• Has something changed in the solution or production environment that has not been communicated or evaluated for impact on your customers?
• Do trends in system performance indicate it is time to tune the system or upgrade capacity?

Augmenting the error notifications are HTML response files from your e-commerce server in both HTML and HTML source views. These are available to you via the IQ Services' Monitor Control Web Site (MCWS) or as attachments to an e-mail notification. These files allow you to see what is causing the error and go quickly to the source of the problem. The HTML response files are immediately available to you via e-mail or the Monitor Control website. Contact us to request a user ID and test drive MCWS.

A weekly WebBeatTM report provides a complete view of your site's e-commerce availability, as well as details of the test transactions and error notifications. Custom reports can be generated as needed.

Benefits of WebBeatTM Services far outweigh the cost. Let IQ Services keep track of your system's availability so you can go home with confidence!