Feedback Framework Context Collection and Routing
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Solution Overview
Problem
Cloud computing services face challenges in obtaining sufficient context information for feedback, leading to inadequate issue identification and inefficient feedback routing, as existing systems do not enable global feedback submission and often direct feedback to a central location instead of relevant departments or developers.
Innovation Solution
A feedback framework that integrates with web browsers to provide context information such as system logs, screenshots, and user ratings, enabling clients to globally submit feedback directly to relevant departments or developers, and identifies components using pattern recognition techniques to ensure feedback reaches the appropriate parties.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If feedback is collected without context information, then feedback submission is simple, but feedback adequacy deteriorates
Solution Approach 1:
The system performs preliminary actions by automatically collecting context information (system logs, screenshots, configuration files, network information) before feedback submission. This pre-collection ensures that when the user submits feedback, sufficient contextual data is already available without requiring the user to manually gather it, thus maintaining simplicity while improving information adequacy.
Solution Approach 2:
The feedback framework acts as an intermediary between the user and the feedback destination. It intercepts the feedback submission process, automatically attaches relevant context information, identifies the appropriate destination using pattern recognition, and then forwards the complete feedback package. This intermediary function bridges the gap between simple user action and comprehensive information delivery.
2Productivity
If feedback is routed to a central location, then feedback collection is centralized, but feedback routing efficiency deteriorates
Solution Approach 1:
The system segments the centralized feedback collection into multiple destination-specific channels. Instead of routing all feedback to a single central location, the pattern recognition module analyzes feedback content and automatically directs it to appropriate destinations (vendor feedback, platform feedback, specific departments, or individual developers). This segmentation eliminates unnecessary routing steps and reduces time loss.
Solution Approach 2:
Different feedback destinations receive feedback with locally optimized handling. The system identifies the specific destination and routes feedback accordingly, ensuring that each destination receives only the feedback relevant to its function. This local quality approach improves overall efficiency by preventing feedback from being funneled through a single central bottleneck when direct routing is possible.
3Adaptability or versatility
If feedback is submitted only when software is executing, then feedback timing is restricted, but feedback accessibility deteriorates
Solution Approach 1:
The feedback framework is designed with multi-functionality to operate in multiple modes: during software execution, after software closure, and for third-party applications. The system can collect context information from various sources (system logs, screenshots, configuration files) and route feedback through different channels (vendor, platform, department, developer). This universal design allows feedback submission regardless of software state, improving both flexibility and reliability.
Data Source
AI summary
The present disclosure includes a feedback framework that receives feedback for a component of an information technology platform. The component includes the feedback framework, the information technology platform, a software application, a web browser, a client device, a client instance, or a virtual server. The feedback framework obtains context information associated with the feedback. The context information includes a system log, a screenshot, a web address of a web browser of the client device, version information, and/or the like. The feedback framework also determines an identity of the component by executing a handler. The feedback framework then determines a notification to send based on the identity of the component, and sends the notification with the feedback and the context information. In this manner, the feedback framework provides sufficient context information associated with the feedback to diagnose and address issues while delivering the feedback and context information quickly and efficiently.