CX Analytics: Best Practices in Measuring For Success Nick Lenzmeier, Software Development Manager

Session Objectives Learn how to leverage recent enhancements to the RightNow Platform to Measure for Success. Learn Best Practices for RightNow Analytics as we work through examples in the product. Target Audience: Users of RightNow Analytics who are familiar with the following topics: tables, columns, filters, joins, expressions.

Session Outline Custom Objects: Building your own reporting tables. Custom Attributes: Reporting on parent-child incidents. Report Table Add-Ins: Reporting on data from external sources. Business Hours Computations: Reporting on business hour metrics in real time. Wrap-Up and Q & A

Custom Objects Released in November ‘10 Business users now have the ability to create custom schema/objects. Why it matters in Analytics: Custom objects have native support within Analytics. Custom objects can be used to support reporting scenarios that are difficult, if not impossible, to support with the standard tables. Custom objects can be used to model custom menus, which can then be shared across multiple custom objects.

Custom Object Example Objective: Track incident backlog/burn down across product version, agent and time. Why it’s difficult with standard tables: The stats table tracks incident backlog but only across interface and time. The transactions table contains the necessary information but a custom script is required to transform the data into the desired format. How Custom Objects solve the problem: Provide the mechanism to create your own reporting tables.

Custom Object Example - Workflow Business Processes RightNow CX Define the Data Model Create the Backlog Custom Object (E) Extracts all outstanding Incidents Define the ETL Extract Transform Load Create the Daily Backlog Extract Report (T) Transforms data by rolling up by Account and Product (L) Loads Backlog table via Custom Script/Connect for PHP Create the Backlog Reports Define the Reports

Custom Object Example Goal:

Custom Object Example Best Practices Filters – Use date range filters whenever possible. Drilldowns – Use drilldowns to allow users to explore the details behind aggregates. Charts – Use charts to simplify data interpretation. Trending – Add trend lines to provide insight. date_group – Use the date_group expression when you need time intervals in your result set that do not contain any data.

Custom Attributes Released in August ‘11. Similar to custom fields but have the same support as fields in custom objects. Why it matters in Analytics: Allows users to join from standard tables to other standard tables on custom attributes. Allows users to join from one standard table to itself on a custom attribute. Allows users to re-use menus (both standard and custom) across multiple custom attributes.

Custom Attributes Example Objective: Easily track duplicate incidents Why it’s difficult with custom fields: Parent-child relationships could be captured in custom fields but not easily reported upon. Typically required custom scripts with direct SQL. How Custom Attributes solve the problem: Parent-child relationships are supported, even self-referencing relationships on standard tables.

Custom Attributes Example - Workflow Create Parent custom attribute on Incidents table Migrating from Custom Field? Yes Create report to extract data from existing custom field Export report data to CSV No Use Data Importer to import Custom Field data into Custom Attribute column Create parent-child relationship reports

Custom Attributes Example Goal:

Custom Attributes Example Best Practices Join Tree – Use the Data Set editor to add multiple table instances to your report. Rollups -- Use Rollups to visually group data. String Expressions – Use concat to concatenate string fields and constants.

Report Table Add-Ins Released in August ‘11 Allows external data sources to be exposed to the product via the Add-In client integration framework. Why it matters in Analytics: Report Table Add-Ins appear in the data dictionary and have full client-side support in RightNow Analytics. Report Table Add-Ins can access data in any format or location the Add-In developer chooses. Limitations Supported: Charts, conditional formatting, report linking, dashboards, exports, print. Not Supported: Expressions, joins, exceptions, scheduled reports. Require development in .NET.

Report Table Add-Ins – How They Work Standard Report Execution Report Table Add-Ins RightNow Hosting PC Server DB Run Report SQL CX Results Data DB PC CX Run Report Add-In Chat Queue Results ACD Queue Web Service Reporting Service

Report Table Add-In Example Objective: Provide real-time reporting on ACD queues from within RightNow CX. Why it’s difficult: Two possible options Use a browser control to access a reporting portal. Can be added to a dashboard but no ability to print, export, use standalone. Import ACD data into CX custom objects. Lose real-time aspect. How Report Table Add-Ins solve the problem: Allow for real-time integrations. No need to replicate data. Reports have same look and feel as other RightNow reports.

Report Table Add-In Example Goal:

Report Table Add-In Example Best Practices Charts – Use automatic layout to quickly layout charts for the best possible presentation. Report Linking – Use report linking to drill from one report to another when joins are not available. Queues Agents Report Link

Business Hour Computations New function provides support for ad hoc relative date computations. Released in August ’11 Why it matters in Analytics: Previously, relative date computations were only available in cached tables. Example: inc_performance.rel_time. The new rel_date_diff function exposes this functionality to any date field in the data dictionary or simple date expression. Limitations Only available for display. Not available for complex expressions, filters or exceptions.

Business Hour Computations - Defined Service Hours: 8am – 4pm, Monday – Friday Holiday: Friday Total Hours: 10 x 24 = 240 Business Hours: 6 x 8 = 48 Th Fr Sa Su Mo Tu We 12a 4a 8a 4p 8p

Business Hours Computation Example Objective: Create a report that computes the amount of time, in business hours, until an incident response is due. Why it’s difficult with standard date_diff functionality: Business hour computations need to take into account the working hours, working days and holidays. Such computations typically require very complex expressions and/or custom script solutions. How rel_date_diff solves the problem: Given a response requirement, it computes the difference between two dates in business hours.

Business Hours Computation Example Goal:

Business Hours Computation Example Best Practices rel_date_diff – Use rel_date_diff to compute date differences in business hours. Formatting – Use number formatting to properly format a time in seconds column. Conditional Formatting – Use conditional formatting to give visual cues to your data.

Wrap-Up Upcoming Enhancements Q & A Other Resources Thank You! November ’11 Community Reporting Actionable Knowledge Foundation Reporting Q & A Other Resources Documentation Community Training Professional Services Thank You!