For application developers, user feedback is an important part of application development and iteration. Based on the collection and analysis of user feedback, developers can further develop product planning, optimize product experience, and improve key indicators. For developers who use NetEase Yunxin service, the demand for troubleshooting user feedback has gradually evolved. In the process of assisting developers to deal with user feedback, we gradually realized the pain points of developers:
User feedback information is uncertain
For example, because the user A of online classes at home reported to the platform that "the class effect was very poor", the platform could not know whether the user's feedback was a video or audio jam, whether the jam was caused by the network or the equipment configuration was too low to carry, and could not understand the specific time when the jam occurred and the network conditions at that time. User feedback needs to be confirmed by contacting the customer step by step. At this time, the online course may have ended, causing losses to both users and the platform.
The longer the user feedback processing link, the worse the processing effect.
In the past, the feedback links of communication products such as IM, audio, video and live broadcast were often: users ->application developers ->service providers. If application developers can handle user feedback problems themselves, this link will be greatly shortened, improving the efficiency of problem solving.
The cost of troubleshooting and communication based on user feedback is high.
Due to the business characteristics of PaaS, problem troubleshooting often requires technical personnel to connect, and even code debugging and operation and maintenance operations. The direct contact with user feedback is often the operation and product; There is a high requirement for the technical understanding ability of the responsible personnel. If there is a visual interface, the communication cost will be greatly reduced
In response to various problems in the problem feedback process, Netease Yunxin launched a quality data monitoring console to help track users' IM message sending and receiving, audio and video call quality, and live stream quality information, and provide end-to-end, visual self-help troubleshooting tools.
Through a number of key quality data, the quality data monitoring console can help developers quickly locate five categories of problems: network problems, equipment problems, user behavior problems, SDK problems, and service problems, and improve the efficiency of troubleshooting.
At present, the functions of Netease Yunxin quality data monitoring console are divided into three categories: IM instant messaging, audio and video calls, and live broadcast. Here we focus on the common problem troubleshooting scenarios.
Function 1. Multi dimensional query of user status and message information
In the process of using Yunxin service, the most common user feedback focuses on user status and message behavior.
Take a chestnut:
A user reported that a message was lost. In fact, through online messages, offline messages, multi terminal synchronization, roaming, and push strategies, Yunxin guarantees that messages will arrive. According to such feedback, it can be summarized into the following reasons:
The message was not actually sent successfully
The message was sent, but it was not sent due to reasons such as illegal messages
The receiver is not logged in and has no offline message push
Based on this, we have a preliminary troubleshooting idea. With the help of NetEase Yunxin quality data monitoring console, we follow the following steps:
Open the user information query, and focus on whether the sender account is disabled, whether the sender account is banned, and other information.
Open the online status query, focusing on the online status of the receiver and push token information.
Query group and chat room information. For group or chat room scenarios, you can query group and chat room information as an auxiliary query tool.
Query historical messages, filter and query the historical messages fed back by users according to the specific time and the account of message sending and receiving, and pay attention to whether there are forbidden words in the historical messages
Specific operation guide, read Product documents of quality data monitoring console
Based on the above information, developers can basically confirm the reason why the message was not received. It greatly improves the efficiency of troubleshooting.
Function 2. Issue a command to pull log information for complex problems
Sometimes the problems fed back by users are more complex, and the following conclusions cannot be reached simply through information judgment. In this case, we support pulling user logs for processing by technical consultants. Under the IM log pull page, you can issue the log pull command. When users are online, they can upload relevant logs. Log details can be queried through log query. Provide relevant logs to Yunxin technical consultants for analysis, so as to locate problems as soon as possible.
Tips:
The log pulling tool (internal test) is dedicated to helping customers quickly locate problems, and is used to pull user logs required for locating problems;
Only when the end user is online can the log be pulled smoothly. If the user is not online, you can contact him to go online, and the log can be pulled successfully;
Please attach the corresponding log when feeding back the problem to the technical consultant to jointly improve the efficiency of locating the problem;
If there is any problem in the use of the platform, it can be fed back to the corresponding technical consultant. Specific operation guide, read Product documents of quality data monitoring console
Function 3. Audio and video quality data monitoring and troubleshooting
Through the audio and video data monitoring station, we can easily identify the following types of problems:
Equipment problems, such as old equipment, poor performance, and incompatible system versions
Network problems, such as unstable user's current network and poor user environment signal
User behavior problems, such as the user switches the network, and the user mistakenly touches the mute
Audio and video server problem
In order to help customers form a more comprehensive data market and quickly locate problems, we provide the quality data information of the whole link, including:
Basic information of audio and video rooms
Basic information of users in the room
User behavior events
Audio related data
Video related data
Here is a common case to illustrate how to use the quality data monitoring console.
For example, in an online education room, a student reported that the teacher's voice was not fluent, and the voice stuck for several minutes.
With regard to this common question, let's see how we can find the key point of the problem through the audio and video quality monitoring console and give users a satisfactory answer within one minute.
In general, audio jamming is mainly caused by the following reasons:
High packet loss in the uplink network at the sending end;
High CPU usage at the sending end, unable to handle in time
The CPU of the receiving end is high and cannot be handled in time
High packet loss in downlink network of receiver
If the CPU is too high, the customer can be advised to shut down other devices on the device as much as possible; If the problem is high packet loss, the customer can be advised to replace a better network.
Specific operation guide, read Product documents of quality data monitoring console
Scheme advantages of Netease Yunxin
At present, Netease Yunxin has served 800000 developers, and its end users reach 700 million users in 196 countries around the world. With a large amount of online data generated by massive users, Netease Yunxin has made various optimizations in aggregate retrieval, presenting massive data to developers in a simple and convenient way.
Full link
Different from similar products of friends, Netease Yunxin data monitoring station is not limited to the troubleshooting of audio and video calls User login status, messaging, audio and video calls, live chat room Various scenarios can be checked through the data monitoring console. Developers who use NetEase Yunxin IM, audio and video calls, live broadcast and other products are suitable for using the quality data monitoring console.
end to end
At the IM level, Yunxin provides tracking accurate to a message, and at the audio and video call level, Yunxin provides end-to-end mapping data for each uplink and downlink in each call, without missing any details.
visualization
It is often said that Taoist texts are not as good as tables and tables are not as good as graphs. At the data visualization level, Netease Yunxin uses more graphs to present key quality data. The graphical presentation greatly reduces the threshold of use, which is convenient for operation and product personnel to get started quickly.
Real time
The quality data monitoring console supports real-time retrieval of online interactive data. For example, customers can query the quality of audio and video calls currently in progress, and adjust various parameters based on real-time reported data to solve user problems in a timely and effective manner.
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NetEaseYunXin is a PaaS service product integrating NetEase's 20 years of IM and audio and video technology. The communication and video cloud services from NetEase's core technology architecture are stable, easy to use, and have comprehensive functions. It is committed to providing the world's leading technical capabilities and scenario based solutions. Developers can quickly realize functions including IM, audio and video call, live broadcast, on-demand, interactive whiteboard, SMS, etc. by integrating the client SDK and the cloud OPEN API.
