ISE Developer Blog

Observability Journey

As an Engineering team on Microsoft’s Commercial Software Engineering (CSE), we strive to empower customers to build and maintain their software-based solutions. A key factor in being successful in our goal is to educate and develop the solution by applying certain Engineering Fundamentals. In this article, we will cover Observability.

Analysing Bot to Human Hand-off Interactions

A common use case in the bot-verse is the ability to hand over a customer conversation from a bot to a human, and the vital need for a feedback loop for this kind of scenario. From this, we developed a Hand-off Dashboard Template that can be used within the Ibex dashboard to provide users with important information about how their bot and agents are working with customers.

Bot to Human Handoff in Node.js

When considering bots, it’s often important for organizations to have the ability to “hand off” a customer from a bot to a human agent seamlessly. We implemented an unopinionated e-2-e solution called Handoff for bot authors to implement a variety of scenarios, using the Microsoft Bot Framework Node.js SDK.