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CEM / Browser Agent - CRM monitoring

  • 1.  CEM / Browser Agent - CRM monitoring

    Posted 05-17-2017 01:27 PM

    I've been asked to look into if we can monitor our Verint CRM solution with CEM in order to monitor the various business transactions that are flowing through our customer relationship management software.

     

    Has anyone attempted to monitor a very heavy AJAX (comet - long run AJAX) application with a user session being a single AJAX session with a two minute cycle?

     

    My first guess is that CEM will have a very difficult time since the interactions are multiple javascript json request/response to a single AJAX session, where the AJAX on the browser interprets the json/xml data to then render the call center representative's browser view.

     

    My second guess is to use the browser agent to capture the interactions within the browser instead of trying to decipher the custom communication between the browser and the server.

     

    Has anyone had any experince or have any advice in how to tackle this issue with monitoring business transactions within a Verint CRM Solution?

     

    Thank you,

     

    Billy



  • 2.  Re: CEM / Browser Agent - CRM monitoring

    Posted 05-17-2017 03:06 PM

    Billy:

    Converting to a discussion . CEM should monitor AJAX generally fine