February 2021 Summaries

Mux has introduced Live Stream Input Health, a feature that provides real-time monitoring of live stream health during an ongoing event. The dashboard displays metrics from the stream, encoder, and webhook events to help teams quickly assess performance and troubleshoot issues. It includes a time series graph showing video bitrate, audio bitrate, and frames per second, as well as an Events section for webhook events and an Encoder Settings section for validating configured settings. Mux has also provided a guide with examples and analyses to help users understand the metrics in the dashboard. This feature is available at no extra cost to all Mux Video customers.

Scaling user support in organizations is crucial for maintaining quality while ensuring efficiency. Mux has successfully implemented this by breaking down support into microservices, which include automation, self-service options, standard operating procedures, support and insights reports, CRM internal custom application, metadata tracking, and automatic tagging. These components help streamline the onboarding process for new team members, reduce ticket volume, improve customer satisfaction, and provide valuable data to make informed decisions about product improvements.