Intelligent Document Processing (IDP) has become the beating heart of enterprise automation. Platforms like ABBYY Vantage, Tungsten TotalAgility, and other capture and classification engines power everything from claims and invoices to onboarding and compliance workflows. But when document automation stops running, business stops moving — and the costs can add up fast.
Downtime doesn’t just disrupt your processes; it impacts SLAs, customer satisfaction, and compliance obligations. Understanding why it happens — and how to prevent it — is the first step toward true Service Level Assurance for your IDP environment.
1. Unmonitored Processes and Batch Failures
Many organizations rely on basic infrastructure or APM tools to track system uptime — but these tools can’t see inside IDP platforms. A batch stuck in an ABBYY queue, a misrouted document, or a failed classification rule may never trigger an alert until users complain.
Without visibility into the actual document workflows, IT remains reactive instead of proactive.
What it looks like:
- Batches sit in processing longer than expected
- Export queues never complete
- Help desk tickets surge without clear root cause
How to fix it:
Purpose-built observability for IDP continuously tests and monitors each module — capture, recognition, classification, export — so issues are caught before SLAs are breached.
2. Infrastructure or Integration Bottlenecks
IDP solutions rarely run in isolation. They depend on databases, ECM repositories, APIs, and external systems like SAP, SharePoint, or claims management tools. A slowdown in any of these integrations can cascade through your automation process.
What it looks like:
- OCR servers or web services lag under load
- Database timeouts during peak processing
- API calls fail silently between IDP and ECM
How to fix it:
Implement cross-system visibility. Reveille, for example, correlates document processing performance with the health of supporting systems — pinpointing whether the problem starts in IDP or the connected ecosystem.
3. License or Resource Exhaustion
Licensing for IDP platforms such as ABBYY or Tungsten is often consumption-based — tied to CPU cores, page counts, or concurrent processes. When licenses max out or resources hit their threshold, automation halts.
What it looks like:
- License pools fully consumed mid-batch
- OCR engine stops processing new jobs
- Manual restarts or admin intervention required
How to fix it:
Use license utilization monitoring to detect and alert on nearing limits. Visibility into usage trends allows you to forecast consumption, optimize licensing, and avoid unexpected interruptions.
4. Configuration Drift or Human Error
Even small configuration changes can lead to cascading failures — a missing export folder, renamed workflow, or outdated credential. Without continuous validation, these issues can persist undetected.
What it looks like:
- Processes skip key steps or export to nowhere
- New users or credentials break scheduled jobs
- Intermittent workflow failures after updates
How to fix it:
Adopt automated synthetic tests that simulate user activity and validate workflow health daily. That means you’ll catch “silent failures” before they hit production.
5. Lack of Real-Time Service Level Assurance
When something breaks in document automation, every minute counts. Without a real-time understanding of service health and SLAs, organizations waste hours diagnosing what went wrong instead of preventing it.
What it looks like:
- Fragmented visibility across systems
- Manual correlation between logs and workflows
- Delayed response times and missed SLAs
How to fix it:
Enable Service Level Assurance with proactive monitoring, threshold-based alerts, and business-level dashboards showing which workflows or customers are impacted right now.
Keeping IDP Running at Peak Performance
Intelligent Document Processing is mission-critical — but it’s also complex. Ensuring uptime requires observability that goes beyond infrastructure, giving you eyes on the entire document journey.
That’s where Reveille Software comes in. Reveille delivers purpose-built observability and monitoring for ABBYY, Tungsten, and other ECM/IDP platforms, helping enterprises detect issues early, protect SLAs, and prove performance to the business.
