How To Create Greater CX System Visibility With A CX Management Solution

 

When running an expansive CX network with hundreds of CX agents worldwide, there is one thing engineers and managers have a hard time maintaining: transparency.

 

With so many users having access to the platform, anyone could make configuration changes without authorization. Unauthorized changes could undermine the CX network as they could violate compliance and security guidelines, leading to severe fines.

 

Moreover, it can undermine productivity by destabilizing the platform and increasing operating costs by forcing engineers to troubleshoot and repair these problems.

 

The solution to rectifying these errors is to improve CX system visibility. In this article, we explore how you can improve transparency in your CX network.

 

Creating CX system visibility with the right tech and process

 

When it comes to improving the visibility of your CX system, engineers use a lot of different techniques. That said, only leveraging a single process or technique doesn’t always improve visibility significantly.

 

You need to leverage multiple techniques in conjunction with each other to get noticeable results that will improve system visibility as well as stability and performance.

 

Here are the best techniques that can enable this.

 

Establish a persistent configuration record

 

A persistent configuration record can track all configuration activity across your network and relay the status to a central location.

 

This creates a historical "breadcrumb trail" of change activity, which evolves into a detailed log that includes records of all configuration changes across your entire CX network, making it easier to track change.

 

Tracking configuration changes would improve troubleshooting and auditing efforts, bolstering network stability and helping with compliance efforts. Improving stability and compliance efforts could also improve productivity while reducing operational costs in the long run.

 

Restricting administrative access to a handful of users

 

If your configuration record reveals that several users are making massive changes to your platform, then you should have the ability to restrict the number of users.

 

Restricting editing and configuration access can streamline configuration management because it reduces the volume of changes made, leading to a more stable and productive network. Moreover, keeping configuration changes to a few personnel can improve data security and reduce the risk of security breaches.

 

Furthermore, with the right technology, you can create templates that autonomously execute specific functions.

 

CX engineers must grant business users administrative access to the network due to legal obligations, creating concerns about network security and stability. Creating templates allows engineers to work around this problem by giving business users the option to perform specific functions without risking platform stability and improving CX system visibility.

 

In addition, having templates not only improves productivity but also reduces the burden on CX engineers because they will not be asked to perform every task in question.

 

Compare new variables with old ones to identify changes

 

Administrating and auditing can be significantly improved if there is an option to compare new variables with old ones. Unauthorized configuration changes can disrupt platform stability and productivity, and a significant component of troubleshooting these issues is tracking changes and comparing old variables to new ones.

 

Most of the time, engineers perform this technique using manual means which are quite extensive, for engineers must dive into configuration code to assess variables for changes. This takes a significant amount of time and can prolong troubleshooting, creating an unstable platform.

 

However, with the option to compare new and old variables, engineers would have an easier time auditing the CX network for issues. Instead of assessing each line of configuration code, engineers can refer to that window for compare/contrast analysis to better determine configuration changes and undo them.

 

Adopting this method would allow engineers to improve CX system visibility, be more efficient in troubleshooting and problem-solving, and improve platform stability and performance.

 

The secret to a more transparent network

 

The best way to create greater system visibility in your CX network is to invest in a CX management solution.

 

A management solution can rectify most of the errors that come with managing a complex network. Engineers can leverage these solutions to automate critical tasks, audit your network, and optimize the troubleshooting process, all of which are critical for creating better transparency with CX system visibility solutions within your network.