I've been working with Oracle Service Cloud since 2007 (back when it was still RightNow). For the past five years I've managed LinkedIn's Oracle Service Cloud implementation, handling everything from standard administration tasks and managing workspaces, workflows and business rules to doing C# development for Add-Ins.
Recently, I had an "aha" moment. I discovered a way to monitor network performance for Oracle Service Cloud (and beyond!). This solution changed the game for LinkedIn, and I wanted to share in hopes it might help others.
LinkedIn has been using Oracle Service Cloud for several years across our contact centers, located in primarily in the U.S., Dublin, Singapore, and Bangalore. During this time our global team has reported that Oracle Service Cloud was s-l-o-w or crashing
from time to time.
Our Oracle Service Cloud administration team would investigate these issues, but it was extremely difficult to know where the issue originated. Was it a problem with Oracle Service Cloud, the internet connection for a specific LinkedIn location, or the agent's computer? Were our scheduled reports and system utilities running at 12am CST causing performance issues for our Bangalore team? To make things harder our administration team is primarily based in the U.S., so we couldn't always troubleshoot our global team's issues real-time.
Despite our best efforts at resolution we didn't have a consistent, efficient solution for identifying the root cause of Oracle Service Cloud performance complaints. It was an ongoing headache and black hole of effort for our team.
During a discussion around our need for visibility into network performance issues, a thought occurred: the Add-In framework was always running in the background within Oracle Service Cloud and I could set up an Add-In to create an ongoing log of network performance metrics across all of our office locations and remote agents.
This solution generates several data points on network performance across five sites
for the entire day (because users start at different times) for every Oracle Service
Cloud agent worldwide at LinkedIn.
Now when we receive a complaint about Oracle Service Cloud performance, we can easily check the logs from our Network Performance Monitor Add-In and quickly tell if a network issue is/was the cause. We can also then identify if it was isolated to the Oracle Service Cloud servers, network issues at a specific LinkedIn office, or only impacting a specific agent's local machine.
Having consistent, high-level visibility into network performance saves my team countless hours of troubleshooting! Instead of working with IT and 15 other teams trying to gather and analyze data, we now have a good starting point and can identify the root cause significantly faster.
While this customization was designed to help with troubleshooting, we've experienced many other benefits, including:
Since we can nail down the source of performance complaints, we've had fewer inaccurate reports of Oracle Service Cloud performance issues, and we have saved a significant amount of time on troubleshooting issues ultimately not related to Oracle Service Cloud! In short, this relatively simple Oracle Service Cloud customization has created huge value.
If you're interested in creating a Network Performance Monitoring Add-In for your organization here are some things to keep in mind:
I hope this helps other organizations who may be struggling with similar issues and encourages you to take a step back when faced with common challenges and look for an entirely different solution. I'd love to hear your feedback on our solution or any other ways you've effectively dealt with this sort of challenge.