Instant Queue Manager @ IBM Techline

Instant Queue Manager Deployed for IBM Techline

Richard Brader IBM TechlineJanuary 2012

IBM Techline Overview• Global footprint and reach within IBM

• Pre-sales technical support to IBM sales

• Pre-sales technical support to IBM Business Partner sales team

• Deployed close to sales teams to understand local environments

IBM Techline Business Drivers• Provide ‘chat’ as a new channel to access service

• Deploy on existing Sametime infrastructure

• Main requirements• Provide chat using specialist hunt groups

• Integrate with existing business systems (ticketing)

• Enable IBM to implement additional services on top of platform

Available Globally at IBM• Locate a Techline specialist

– By geography and product area– Will initiate hunt group mechanism

• Search the knowledge base• Request a status update on an

existing service request• Submit a new service request

Chat – On All Desktops and Easy to Use

Chat with Specialist• Use region to help

locate specialist• Based on product area• Resolve questions in

real time• Routes to correct

group of specialists• Integrate with IBM

Blue Pages

Integrate with Knowledge Management

Integrate with Call Management System

Monitor and Measure

Queue Manager 4.5• User Experience

– New web chat client and SDK – easier to use and deploy– Additional click to chat examples – great looking– Improve the expert experience and information display – add ability to

embed custom ticketing panel or information panel for expert– Extend dashboard and charting and reporting– Expert plug-in updates

Queue Manager 4.5• Integration

– Queue server supports new event API – Groovy scripts may register for events – dispatched using Spring

• Perform custom lookups (i.e. ldap) and set metatags• Notify 3rd party applications via SMTP, web service, rest call

– Interviews now provide wider role for integration– Additional APIs and features have been added in order to integrate

ticketing systems and display ticketing information to experts– Easier to add custom values on the web client side – these can be

carried through the system and modified at the server level

Custom Groovy extension is installed on the server. When a seeker enters an interview, or queue, the Groovy script receives notification.

Groovy script queries LDAP, retrieves values, and then formats and sends a SMTP email to Siebel system

Siebel automatically creates ticket and expert can immediately find issue when the seeker is routed

Integration – Siebel Ticketing

Integration• Knowledge Base Integration

– Interview provides option to search corporate knowledge base– Custom Groovy script receives the chat conversation from the interview

and then requests information from seeker– Application returns highest level searches in IM window and provides

summary and link for more information

Visitor PerspectiveClick to chat link is exposed on:•Intranet•Portal•Extranet •contact list within Lotus Sametime

Interviews• Provide single entry point to various services• Group queues in decision support tree

– By language– By product– By Geography

• Interview nodes have actions– Transfer to queue– Display another node– Transfer to groovy script– Transfer to interview

Expert Dashboard Panel• Expert may use embedded

Sametime plug-in to monitor queues

• When notified of inbound request, queue details are one click away

Managers - Metrics• All information is

captured and available for inspection

• Default charts provide system level information

• Metrics are immediate and clear

Managers – Monitor and Staff queues

• Manager may adjust queue staffing in real time

• Dashboard displays staffing levels

• Availability and load are displayed