how to proceed when 1000 call agents tell you: 'my ... · how to proceed when 1000 call agents...
TRANSCRIPT
![Page 1: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/1.jpg)
How to proceed when 1 000 call agents tell you:’My Computer is slow‘
Tobias Oetiker <[email protected]>
OETIKER+PARTNER AG
22nd Large Installation System Administration Conference
![Page 2: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/2.jpg)
boot up
I users blame IT performanceI stop watch and heisenbugsI sysinternals toolsI autoit and winspyI sorry, no quick fixI but we can monitor it
![Page 3: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/3.jpg)
boot up
I users blame IT performanceI stop watch and heisenbugsI sysinternals toolsI autoit and winspyI sorry, no quick fixI but we can monitor it
![Page 4: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/4.jpg)
boot up
I users blame IT performanceI stop watch and heisenbugsI sysinternals toolsI autoit and winspyI sorry, no quick fixI but we can monitor it
![Page 5: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/5.jpg)
boot up
I users blame IT performanceI stop watch and heisenbugsI sysinternals toolsI autoit and winspyI sorry, no quick fixI but we can monitor it
![Page 6: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/6.jpg)
boot up
I users blame IT performanceI stop watch and heisenbugsI sysinternals toolsI autoit and winspyI sorry, no quick fixI but we can monitor it
![Page 7: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/7.jpg)
boot up
I users blame IT performanceI stop watch and heisenbugsI sysinternals toolsI autoit and winspyI sorry, no quick fixI but we can monitor it
![Page 8: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/8.jpg)
design goals
I passive monitoring from users perspectiveI let users give their inputI minimal impactI simple setup and updateI central data store
![Page 9: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/9.jpg)
design goals
I passive monitoring from users perspectiveI let users give their inputI minimal impactI simple setup and updateI central data store
![Page 10: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/10.jpg)
design goals
I passive monitoring from users perspectiveI let users give their inputI minimal impactI simple setup and updateI central data store
![Page 11: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/11.jpg)
design goals
I passive monitoring from users perspectiveI let users give their inputI minimal impactI simple setup and updateI central data store
![Page 12: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/12.jpg)
design goals
I passive monitoring from users perspectiveI let users give their inputI minimal impactI simple setup and updateI central data store
![Page 13: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/13.jpg)
three tools
I CPV monitor: observe the systemI CPV reporter: easy problem reportingI CPV explorer: view the results
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three tools
I CPV monitor: observe the systemI CPV reporter: easy problem reportingI CPV explorer: view the results
![Page 15: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/15.jpg)
three tools
I CPV monitor: observe the systemI CPV reporter: easy problem reportingI CPV explorer: view the results
![Page 16: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/16.jpg)
cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
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cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
![Page 18: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/18.jpg)
cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
![Page 19: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/19.jpg)
cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
![Page 20: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/20.jpg)
cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
![Page 21: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/21.jpg)
cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
![Page 22: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/22.jpg)
cpv monitor and perl/CPAN
Look it’s perl honey!I AutoItI use Win32::GuiTest;I use Win32::API;I use Win32::OLE;I use Win32::GUI;I use FSA::Rules;I use threads;
![Page 23: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/23.jpg)
cpv system overview
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cpv monitor structure
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lesson #1: fsm are cool
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lesson #1: seemingly simple
![Page 27: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/27.jpg)
lesson #1: complexity trap
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cpv monitor
![Page 29: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/29.jpg)
cpv monitor monitor
![Page 30: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/30.jpg)
cpv reporter
![Page 31: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/31.jpg)
cpv explorer
![Page 32: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/32.jpg)
thinking BIG
wants
I ∼ 1500 clients in the call-centerI dynamic configurationI individual profiles
infrastructure
data store : PostgreSQLconfiguration : Apache, CPVservice.cgi
analysis : Apache, Qooxdoo, CPVjson.cgi, Gnuplot
![Page 33: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/33.jpg)
thinking BIG
wants
I ∼ 1500 clients in the call-centerI dynamic configurationI individual profiles
infrastructure
data store : PostgreSQLconfiguration : Apache, CPVservice.cgi
analysis : Apache, Qooxdoo, CPVjson.cgi, Gnuplot
![Page 34: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/34.jpg)
thinking BIG
wants
I ∼ 1500 clients in the call-centerI dynamic configurationI individual profiles
infrastructure
data store : PostgreSQLconfiguration : Apache, CPVservice.cgi
analysis : Apache, Qooxdoo, CPVjson.cgi, Gnuplot
![Page 35: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/35.jpg)
thinking BIG
wants
I ∼ 1500 clients in the call-centerI dynamic configurationI individual profiles
infrastructure
data store : PostgreSQLconfiguration : Apache, CPVservice.cgi
analysis : Apache, Qooxdoo, CPVjson.cgi, Gnuplot
![Page 36: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/36.jpg)
thinking BIG
wants
I ∼ 1500 clients in the call-centerI dynamic configurationI individual profiles
infrastructure
data store : PostgreSQLconfiguration : Apache, CPVservice.cgi
analysis : Apache, Qooxdoo, CPVjson.cgi, Gnuplot
![Page 37: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/37.jpg)
thinking BIG
wants
I ∼ 1500 clients in the call-centerI dynamic configurationI individual profiles
infrastructure
data store : PostgreSQLconfiguration : Apache, CPVservice.cgi
analysis : Apache, Qooxdoo, CPVjson.cgi, Gnuplot
![Page 38: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/38.jpg)
observation tools
I GetWindowText and friendsI Reading log filesI Windows WMI (Load, Processes)I Active Probing (Ping, HTTP)I HTTPAnalyzer ($$$) for http(s)I Full Custom Probes
![Page 39: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/39.jpg)
observation tools
I GetWindowText and friendsI Reading log filesI Windows WMI (Load, Processes)I Active Probing (Ping, HTTP)I HTTPAnalyzer ($$$) for http(s)I Full Custom Probes
![Page 40: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/40.jpg)
observation tools
I GetWindowText and friendsI Reading log filesI Windows WMI (Load, Processes)I Active Probing (Ping, HTTP)I HTTPAnalyzer ($$$) for http(s)I Full Custom Probes
![Page 41: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/41.jpg)
observation tools
I GetWindowText and friendsI Reading log filesI Windows WMI (Load, Processes)I Active Probing (Ping, HTTP)I HTTPAnalyzer ($$$) for http(s)I Full Custom Probes
![Page 42: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/42.jpg)
observation tools
I GetWindowText and friendsI Reading log filesI Windows WMI (Load, Processes)I Active Probing (Ping, HTTP)I HTTPAnalyzer ($$$) for http(s)I Full Custom Probes
![Page 43: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/43.jpg)
observation tools
I GetWindowText and friendsI Reading log filesI Windows WMI (Load, Processes)I Active Probing (Ping, HTTP)I HTTPAnalyzer ($$$) for http(s)I Full Custom Probes
![Page 44: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/44.jpg)
lesson #2: finding outlook errors
I outlook modal popup send button does not workI GetAsyncKeyState: Although the least significant bit of the
return value indicates whether the key has been pressed since thelast query, due to the pre-emptive multitasking nature ofWindows, another application can call GetAsyncKeyState andreceive the “recently pressed” bit instead of your application.The behavior of the least significant bit of the return valueis retained strictly for compatibility with 16-bit Windowsapplications (which are non-preemptive) and should not berelied upon.
I GetClassName(WindowFromPoint(GetCursorPos()))eq ’MsoCommandBar’;
![Page 45: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/45.jpg)
lesson #2: finding outlook errors
I outlook modal popup send button does not workI GetAsyncKeyState: Although the least significant bit of the
return value indicates whether the key has been pressed since thelast query, due to the pre-emptive multitasking nature ofWindows, another application can call GetAsyncKeyState andreceive the “recently pressed” bit instead of your application.The behavior of the least significant bit of the return valueis retained strictly for compatibility with 16-bit Windowsapplications (which are non-preemptive) and should not berelied upon.
I GetClassName(WindowFromPoint(GetCursorPos()))eq ’MsoCommandBar’;
![Page 46: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/46.jpg)
lesson #2: finding outlook errors
I outlook modal popup send button does not workI GetAsyncKeyState: Although the least significant bit of the
return value indicates whether the key has been pressed since thelast query, due to the pre-emptive multitasking nature ofWindows, another application can call GetAsyncKeyState andreceive the “recently pressed” bit instead of your application.The behavior of the least significant bit of the return valueis retained strictly for compatibility with 16-bit Windowsapplications (which are non-preemptive) and should not berelied upon.
I GetClassName(WindowFromPoint(GetCursorPos()))eq ’MsoCommandBar’;
![Page 47: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/47.jpg)
lesson #3: WMGetText
I GetWindowText or WMGetTextI Application becomes real busy with WMGetTextI stay with GetWindowText
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lesson #3: WMGetText
I GetWindowText or WMGetTextI Application becomes real busy with WMGetTextI stay with GetWindowText
![Page 49: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/49.jpg)
lesson #3: WMGetText
I GetWindowText or WMGetTextI Application becomes real busy with WMGetTextI stay with GetWindowText
![Page 50: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/50.jpg)
lesson #4: server issues
I 2008-10-27: 1,459 devices sent 2,417,807 samplesI 4 Core / 32-bit / 4 GB ramI 40 days of data 100,000,000 samplesI index does not fit in ramI too much data for processing
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lesson #4: server issues
I 2008-10-27: 1,459 devices sent 2,417,807 samplesI 4 Core / 32-bit / 4 GB ramI 40 days of data 100,000,000 samplesI index does not fit in ramI too much data for processing
![Page 52: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/52.jpg)
lesson #4: server issues
I 2008-10-27: 1,459 devices sent 2,417,807 samplesI 4 Core / 32-bit / 4 GB ramI 40 days of data 100,000,000 samplesI index does not fit in ramI too much data for processing
![Page 53: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/53.jpg)
lesson #4: server issues
I 2008-10-27: 1,459 devices sent 2,417,807 samplesI 4 Core / 32-bit / 4 GB ramI 40 days of data 100,000,000 samplesI index does not fit in ramI too much data for processing
![Page 54: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/54.jpg)
lesson #4: server issues
I 2008-10-27: 1,459 devices sent 2,417,807 samplesI 4 Core / 32-bit / 4 GB ramI 40 days of data 100,000,000 samplesI index does not fit in ramI too much data for processing
![Page 55: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/55.jpg)
lesson #5: index compaction
I function based indexI hours since 2007 is good for 7 years with 2 byteI 2 byte for metric idI 2 byte for workstation idI two WHERE conditions
![Page 56: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/56.jpg)
lesson #5: index compaction
I function based indexI hours since 2007 is good for 7 years with 2 byteI 2 byte for metric idI 2 byte for workstation idI two WHERE conditions
![Page 57: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/57.jpg)
lesson #5: index compaction
I function based indexI hours since 2007 is good for 7 years with 2 byteI 2 byte for metric idI 2 byte for workstation idI two WHERE conditions
![Page 58: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/58.jpg)
lesson #5: index compaction
I function based indexI hours since 2007 is good for 7 years with 2 byteI 2 byte for metric idI 2 byte for workstation idI two WHERE conditions
![Page 59: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/59.jpg)
lesson #5: index compaction
I function based indexI hours since 2007 is good for 7 years with 2 byteI 2 byte for metric idI 2 byte for workstation idI two WHERE conditions
![Page 60: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/60.jpg)
lesson #6: random data reduction
I too much data for statisticsI how to get 12% of the samples?I add 2 byte random value to each sampleI select all sample with rand < maxrand 12
100
![Page 61: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/61.jpg)
lesson #6: random data reduction
I too much data for statisticsI how to get 12% of the samples?I add 2 byte random value to each sampleI select all sample with rand < maxrand 12
100
![Page 62: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/62.jpg)
lesson #6: random data reduction
I too much data for statisticsI how to get 12% of the samples?I add 2 byte random value to each sampleI select all sample with rand < maxrand 12
100
![Page 63: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/63.jpg)
lesson #6: random data reduction
I too much data for statisticsI how to get 12% of the samples?I add 2 byte random value to each sampleI select all sample with rand < maxrand 12
100
![Page 64: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/64.jpg)
lesson #7: threaded perl
I works very well on win32I full copy — lots of memoryI save require modules after creating the threadI only thread where really necessary
![Page 65: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/65.jpg)
lesson #7: threaded perl
I works very well on win32I full copy — lots of memoryI save require modules after creating the threadI only thread where really necessary
![Page 66: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/66.jpg)
lesson #7: threaded perl
I works very well on win32I full copy — lots of memoryI save require modules after creating the threadI only thread where really necessary
![Page 67: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/67.jpg)
lesson #7: threaded perl
I works very well on win32I full copy — lots of memoryI save require modules after creating the threadI only thread where really necessary
![Page 68: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/68.jpg)
lesson #8: measuring boot and logon time
t
GWP boot
WMI SystemUpTime
Services.exestarted
WMI ProcessCreateDate
Logon
WMI LogonSessionStartTime
Explorer.exeor CPV.exe
started
WMI ProcessCreateDate
Load.Gwp.StartUp.Logon2CpvLoad.Gwp.StartUp.Boot2Service
Load.Gwp.StartUp.Logon2Explorer
![Page 69: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/69.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 70: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/70.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 71: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/71.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 72: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/72.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 73: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/73.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 74: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/74.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 75: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/75.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 76: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/76.jpg)
lesson #9: detecting crashes
I no wait but process handleI no signals only exit codesI 0xC0000005 - segfaultI 0x00000103 - still runningI TerminateProcess can define exit code
ImplementationI find active windowI attach process handleI poll for exit code
![Page 77: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/77.jpg)
lesson #10: application hangs - symptoms
![Page 78: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/78.jpg)
lesson #10: application hangs - symptoms
![Page 79: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/79.jpg)
lesson #10: application hangs - symptoms
![Page 80: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/80.jpg)
lesson #10: application hangs - symptoms
![Page 81: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/81.jpg)
lesson #10: application hangs - symptoms
![Page 82: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/82.jpg)
lesson #10: application hangs - detection
I dead apps don’t process messagesI explorer fakes responsiveness
ImplementationI find active windowI window ping: SendMessage WM_NULLI wait until the window is back
![Page 83: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/83.jpg)
lesson #10: application hangs - detection
I dead apps don’t process messagesI explorer fakes responsiveness
ImplementationI find active windowI window ping: SendMessage WM_NULLI wait until the window is back
![Page 84: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/84.jpg)
lesson #10: application hangs - detection
I dead apps don’t process messagesI explorer fakes responsiveness
ImplementationI find active windowI window ping: SendMessage WM_NULLI wait until the window is back
![Page 85: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/85.jpg)
lesson #10: application hangs - detection
I dead apps don’t process messagesI explorer fakes responsiveness
ImplementationI find active windowI window ping: SendMessage WM_NULLI wait until the window is back
![Page 86: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/86.jpg)
lesson #10: application hangs - detection
I dead apps don’t process messagesI explorer fakes responsiveness
ImplementationI find active windowI window ping: SendMessage WM_NULLI wait until the window is back
![Page 87: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/87.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 88: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/88.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 89: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/89.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 90: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/90.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 91: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/91.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 92: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/92.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 93: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/93.jpg)
positive
I CPV reporter - being part of the solutionI CPV explorer - data accessibilityI case: CRM crash detectionI ongoing: webapp monitoringI structured problem solvingI closed feedback loopI SLA benchmarks
![Page 94: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/94.jpg)
challenge
I CPV drama triangle - victim / rescuerI who is begin observedI mapping the human waysI side effectsI high observability assumptions
![Page 95: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/95.jpg)
challenge
I CPV drama triangle - victim / rescuerI who is begin observedI mapping the human waysI side effectsI high observability assumptions
![Page 96: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/96.jpg)
challenge
I CPV drama triangle - victim / rescuerI who is begin observedI mapping the human waysI side effectsI high observability assumptions
![Page 97: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/97.jpg)
challenge
I CPV drama triangle - victim / rescuerI who is begin observedI mapping the human waysI side effectsI high observability assumptions
![Page 98: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/98.jpg)
challenge
I CPV drama triangle - victim / rescuerI who is begin observedI mapping the human waysI side effectsI high observability assumptions
![Page 99: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/99.jpg)
future work
I DLL injectionI webapps, webapps, webappsI dealing with the data
![Page 100: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/100.jpg)
future work
I DLL injectionI webapps, webapps, webappsI dealing with the data
![Page 101: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/101.jpg)
future work
I DLL injectionI webapps, webapps, webappsI dealing with the data
![Page 102: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/102.jpg)
Questions
![Page 103: How to proceed when 1000 call agents tell you: 'My ... · How to proceed when 1000 call agents tell you: 'My Computer is slow` Author: Tobias Oetiker : Subject: User Experience Monitoring](https://reader035.vdocument.in/reader035/viewer/2022063016/5fd6be8430c0154b7f1b198b/html5/thumbnails/103.jpg)
Tobi Oetiker <[email protected]>OETIKER+PARTNER AG
Commercial Contact:Claus Henning Simon <[email protected]>Swisscom IT Services AG