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Support engineers

Spider offers much help for support engineers!

Use cases​

  • System discovery
  • Fast troubleshooting for support lvl2 with many filters
  • Troubleshoot wierd behaviors
  • Check quality of the system for a client at a glimpse
  • Help in the first categorization of support tickets issues
    • Is the issue really on our side

Tips​

  • Check overall quality with the Dashboard
    • Use the statusCode widget to drill down fast on errors
    • Use the duration heatmap to target outliers
    • Use tags widgets to find outliers in your customers
  • Save customised dashboards to focus on what you want to see
  • Use client identification filtering to quickly filter on the right client
  • Save and customise queries to build clients groups (for devices...)
  • Ask clients for the exact time or characteristics for the calls in error to find and export them for replay