Eating Our Own Caviar… Using Active Dashboards and WebFOCUS Magnify to Manage Support Operations
Dan Ortolani VP Advanced Technology Services
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WebFOCUS Innovations in Action Agenda
Advanced Technology Services (ATS) Operations Applying Active Reports Dashboards in Support Operations Enterprise Content Library & WebFOCUS Magnify Demonstrations Q & A
ATS Support Operations
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WebFOCUS Innovations in Action Advanced Technology Services WebFOCUS Support Operation: New Customers
Veteran, expanded team specializing in key product areas
Overall corporate technical management & escalation of problems, issues, and questions pertaining to new business opportunities
Engage in & assist with POC’s & trials; validation of proposed configurations/product usage; application of late-breaking product f features
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WebFOCUS Innovations in Action Advanced Technology Services WebFOCUS Support: Existing Customers
Back-up CSS organization Emphasis on Premium Support & enterprise
class customers Complex debugging, new features & priority fixes Drive product enhancements based on
field/customer requirements Scalability/benchmarks, best practices, technical
guidance iWay Support
All of above + support entire customer base & OEM vendors
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WebFOCUS Innovations in Action Business Objectives Improve responsiveness to customers & field support
constituencies Monitor & manage workloadBetter establish and manage group priorities Early warning
Case accumulation Issues about to go critical
due to complexity or amount of time outstanding
Escalations into product divisions Customer commitments
Go live in July, 2008
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WebFOCUS Innovations in Action Solution
Create Active Dashboards to integrate reports from multiple data sources
Hottrack, POC & Implementation Plan tracking system (new customers), internal systems for tracking maintenance & new features
Key Capabilities Dashboards provide high level of interactivity Can be part of collaboration workflow among management team Connected to server-based systems
Support for high volumes Drill-down to case detail
See support business from different points of view: Resolution duration, new cases
Demo: Active Reports Dashboards
WebFOCUS Magnify with Enterprise Content Library
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WebFOCUS Innovations in Action Enterprise Content Library
Utilized WebFOCUS Magnify w/ Lucene Option to provide: Search for rich technical content
WebFOCUS Newsletter, other journals & periodicalsTechnical Memos Focal Point Technical Support documents Internal & secured customer-facing content
Intelligent categorization of results Hierarchical or tabular (Active Reports) view Drill-through back to live data
IB Documentation Services & CTSS partnering on ProjectSee demo in Documentation Services booth
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WebFOCUS Innovations in Action Technical Support Search with WebFOCUS Magnify Workflow Description
Transactions (cases) entered via Hottrrack & bulk loaded nightly Process flow listens for transactions, enriches metadata, and indexes records into Lucene engineHistorical transactions indexed as well as part of start-up operation Documents available:
Hottrack cases “How to” questions Product issuesNew feature requestsSymptoms, problems, solutions (SPS’s)
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WebFOCUS Innovations in Action Technical Support Search with WebFOCUS Magnify
Bulk Load of Historical Data by Year Hottrack Non-IRNs (2001 – 2008 YTD) : 166,456
Hottrack IRNs (2001 – 2008 YTD) : 33,908SPSs (2001 – 2008 YTD) : 21,698Total Searchable Documents 222,062
Current Index with Nightly Updates Hottrack non-IRNs (2001 – 2008 YTD) : 168.876
Hottrack IRNs (2001 – 2008 YTD) : 34,321 SPSs (2001 – 2008 YTD): 22,236 Total Searchable Documents 225,443
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WebFOCUS Innovations in Action Document ProcessingConfiguration
WebFOCUS 7.6.6 WebFOCUS Magnify 7.6.6
Windows 2003 Server Tomcat 5.5.25 Standalone iWay iSM 5.5 SP2
Existing HTML documents served on techsupport.ibi.com (no DBMS to XML transformation via iSM is not required) HTML documents are used as input to a Perl script
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WebFOCUS Innovations in Action Document ProcessingMETA content and name attributes converted to lower
case, and meta tag values customized for the Magnify category tree XML document created from HTML by the Perl
script that is sent into a iSM file listener on a different machine
File listener in iSM used to initiate a iSM process flow Checks for valid XML, routes error docs to an
output directory with error message Adds iSM Magnify variables to valid incoming
documents & initiates the iSM IEI feed object Adds new documents and updates existing
documents in the Lucene index
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Pre-processing: Pearl script
Metadata enrichment
Validate XML; Apply search variables/
categories
Transaction listener captures incoming
records
Add documents to Lucene index
WebFOCUS Innovations in Action WebFOCUS Magnify Process Flow
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WebFOCUS Magnify Process Flow Categories Object: Categories Extracted from Input Document
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WebFOCUS Magnify Process Flow MagnifyIEIFeed Object: Properties
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WebFOCUS Magnify Process FlowMagnifyIEIFeed Object: User Defined Properties
Demonstration
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WebFOCUS Innovations in Action Summary IBI Operations is proving to be great testing platform for emerging technologies Support and Documentation areas will continue to be emphasis Customer-facing goals will be emphasized:
Improving customer serviceBroadening documentation & information access