eating our own caviar… using active dashboards and webfocus magnify to manage support operations

Eating Our Own Caviar… Using Active Dashboards and WebFOCUS Magnify to Manage Support Operations

Dan Ortolani VP Advanced Technology Services

Copyright 2007, Information Builders. Slide 2

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


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


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


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


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


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


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)


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


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


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


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


WebFOCUS Magnify Process Flow Categories Object: Categories Extracted from Input Document


WebFOCUS Magnify Process Flow MagnifyIEIFeed Object: Properties


WebFOCUS Magnify Process FlowMagnifyIEIFeed Object: User Defined Properties

Demonstration


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

eating our own caviar… using active dashboards and webfocus magnify to manage support operations

Documents

webfocus innovations

support business

information builders

technical guidanceiway

serverbased systems

active dashboards

new customers veteran

action solution