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How Active WebRTC Connectivity Tests Are Improving User Experiences
1. How Active WebRTC Connectivity Tests
Are Improving User Experiences
Lennart Schulte
2. Who am I
● Diploma in computer science, networking technology from
RWTH Aachen Germany
○ TCP measurements in virtualized environments
● PhD in same area from Aalto University, Finland
○ large scale active end-to-end mobile network measurements
○ IETF
● callstats.io for last 2.5 years
○ senior software engineer, analytics team lead
○ W3C
3. callstats.io: The WebRTC Monitoring Leader
● Founded in 2014 by IETF and W3C authors
● Integrated into leading CPaaS platforms and SDKs
● Backed by leading venture capital firms
● Over 1B collected WebRTC data points each month
● Customers in different industries
4. ● Operations and architects
● Product manager and developers
● Agent supervisor
● Agent or user
Who uses monitoring
8. Product manager, developer
● Group of users
● Regions
Operations and architects
● Reachability, location
● Server performance, scale
End-user
● Establishing connectivity
● Losing connectivity, quality
Agent supervisor
● Agent performance
● Sites
Challenges
9. ● User is not making calls?
● Too little data to infer problem?
○ time based problem
○ region based problem
→ Use users as probes
● User is bothering customer support all the time?
→ Debug options for users
Passive monitoring great, but what if ..
10. ● Javascript library, runs in the browser
○ based on WebRTC data channels
● currently runs against our TURN servers
○ can be run against your TURN servers as well
● Performs active network measurements against our servers
○ Connectivity, ICE, RTT, loss, throughput
Our active monitoring
12. User joining a conference call
● “Will I be able to make a call with sufficient quality?”
● “Can I make a call at all?”
● “Last call wasn’t great”
→ “Is the problem on my side?”
Use case #1
14. User always available
● Contact center agent
● know before any call if everything is working
○ especially important when travelling, WFH, cafes, public places
Use case #2
16. User always available
● Team collaboration: 8x8, Slack, RingCentral, five9
● Customer support: “Is the quality for a user consistent?”
→ data to check if performance is sufficient, more context
Use case #3
17. Agent supervisor
● “Can I make sure that my agents will provide good quality calls?”
→ take agents offline if quality is consistently bad,
have them attend less important calls
Use case #4
19. Contact center infrastructure - new site
● “Is the location good to reach the user base I care about?”
● “Multiple available ISPs, which to choose?”
● “Is there a performance variation in time?”
→ Site surveys
Use case #5
21. Infrastructure monitoring
● run automated tests against infra
● from actual user locations instead of cloud
→ reachability, performance (not load/regression tests)
Use case #6
22. Conclusion
● Active tests are useful
○ Debug options for users
○ More “personalized” infrastructure monitoring
○ Insights for customer support and supervisors
● Not a replacement for passive monitoring
○ supplementary - when call data is unavailable/insufficient