DC Metro Area User Group Meeting

Transcription

1 DC Metro Area User Group Meeting February 7, 2011 RightNow Presenters: Greg Rice, Product Management Chris Tarabochia, Product Management Chris Martin, Professional Services RightNow Technologies, Inc.

2 Agenda Time Topic 9:30am 9:45am Welcome & Introductions 9:45am 10:00am 10:00am 10:20am 10:20am 10:45am 10:45am 11:00am 11:00am 11:30am 11:30am Noon Brief review of RightNow s analytics solutions Group members share current uses of RNT reporting & best practices employed Web Experience Discussion (reporting, etc.) break Knowledge Base Best Practices Reporting Q&A Noon 12:30pm Lunch 12:30pm 1:35pm Reporting Q&A (continued) 1:35pm 1:45pm Resources 1:45pm 2:00pm Wrap-Up

3 RightNow Business Intelligence Solutions

4 RightNow CX The Customer Experience Suite Web Self-Service Mobile Chat Co-Browse Management Support Communities Innovation Communities Cloud Monitoring Voice Experience Management Multi-Channel Agent Desktop Customer Feedback Service Sales Marketing Analytics App Builder Knowledge Foundation Mission Critical Operations

5 Analytics Everywhere! Search marketing; guided interactions Analytics Cross-sell/up-sell offers Web Real-time purchase recommendations SMS Chat Analytics Analytics Voice IVR Communities Highly targeted marketing campaigns Phone Forums Personalized support based on purchase and behavior history Analytics Learning and acting on customer feedback Analytics Turning service interactions into selling interactions

6 RightNow Business Intelligence Solutions RIGHTNOW ANALYTICS Operational Reporting Real-Time Operational CRM Reporting RIGHTNOW ENTERPRISE ANALYTICS Advanced Analytics Advanced Managerial Analytics & Data Warehousing Key Benefits Insight into the real-time state of the business Meets core reporting needs Focus & Characteristics Real-time operational reporting Transactional reporting Straightforward metrics and KPI s Designed to report on RightNow data Key Benefits Advanced historical trending & insights Extends insights beyond RightNow s solution Focus & Characteristics Advanced managerial analytics Long-term trending Leverages data mart Report on external data Optimized for large data volumes Delivered On Demand for Rapid Time-to-Benefit

7 RightNow Analytics Description: Operational reports and dashboards that deliver real-time insight across all CRM functions Key Capabilities: Captures, measures, and disseminates realtime performance indicators (KPIs) Provides visibility across all customer interaction channels, touch points and customer-facing business functions Reports directly against the CRM database 700 pre-built role-based reports and dashboards Customized report and dashboard design centers for tailored reporting Exception-based alerting for immediate attention to high-priority areas

8 RightNow Enterprise Analytics Description: Delivers on demand data mart and advanced managerial analytics solution complementing RightNow s real-time operational analytics capabilities Key Capabilities: Advanced historical trending, including long-term, multi-year trending Combines data from external sources with RightNow data for extended insights High performance analyses on large data volumes Analyses requiring more complex, intensive calculations, such as 30, 60, 90 day rolling averages Time-slice & time-shifting analyses Historical snapshot analyses Process and interval efficiency analyses

9 RightNow BI Solutions Architecture RightNow CX Production Solution RightNow CX RightNow Analytics RightNow Enterprise Analytics RightNow CX Operational Database Productized ETL (ETL = Extract, Transform & Load) Enterprise Analytics Data Mart RightNow CX Report Database Customer Data Center ETL Call Switch IVR Returns Orders Acctng. Other

10 RightNow BI Solutions Architecture RightNow CX Production Solution RightNow CX RightNow Analytics RightNow Enterprise Analytics RightNow CX Operational Database Productized ETL Enterprise Analytics Data Mart RightNow CX Report Database Incident Archive Data (XML files) Extract Extract ETL = Extract, Transform & Load Customer Data Center ETL Call Switch IVR Returns Orders Acctng. Other

11 Executing a RNT Analytics Report Yes Report Marked for Deferred Execution? No Run on Operational DB No Run on Reporting DB # Rows > Deferred Report Threshold (200K) Prompt for Additional Filters #Rows > Operational DB Threshold (2M) No Yes Yes No Report Success! Affirm Prompt for Queuing Deny Operational DB Required? Yes Yes Report Fails No Yes #Rows > Reporting DB Threshold (5M) No Execution Time > Deferred Rpt Threshold (60 seconds)

12 Group Discussion: Current Uses of RightNow Analytics

13 Questions What reports do group members use routinely, and why? What s being measured? What s actionable? Best practice suggestions from group members What reports do group members need but either have trouble creating or don t have access to?

14 Web Experience Discussion

15 Questions Posed How does Smart Assistant work, and how can organizations optimize it? What analytics are available for Smart Assistant? What should users be looking for, and what action can be taken? How to monitor & report on self-service rates Session Activity Report Overview and explanation What should customers be looking for? What is actionable? Is it correct to say report results typically suggest users often navigate to Answers than search? If yes, what are the implications of this and what actions, if any, should customers take? Overview of billing KB customer based on sessions, and any related roadmap

16 Knowledge Base Best Practices

17 Questions Posed What are key knowledge base (KB) best practices? What are best practices to maximize KB usage? What are best practices to clean up & optimize the KB?

18 Reporting Q&A

19 Questions Posed Transactions table How to use it for Incidents & Tasks How it differs from Inc_Performance table How to user these (or other) tables to answer question such as how long it takes incidents/tasks to be handled ( in one business day) A report in Cloud Monitor that can parse search results from other searches based off a custom report that we have today from RNT. A report that will capture count of incidents an agent worked from certain queues (vs groups), so it will be transaction based but tied to queues. A report that will capture number of incidents with attachments and parsed by incoming or outgoing incidents so we can determine a count for each. We have a 2 day late report that doesn't give accurate data. RNT built it, but the count is higher than the actual amount that should be posted. (continued next slide)

20 Questions Posed (cont.) Will you please give an example of the use of report variables? Does RightNow have the ability to use report variables in text fields? I have a report that includes Month YYYY in the report header and would like to have a way to pass the Month YYYY as a parameter to the report as opposed to editing the text field. With scheduled reports using the HTML , reports use the "relative" option. Scheduled reports with an HTML attachment use the absolute option. Is there a way for scheduled reports sending HTML to use the absolute option? When rollup items are used in a report, RightNow inserts plus and minus symbols into the report output. These symbols are even included if the report is exported to PDF format. Is there a way to change or suppress the plus and minus symbols in the report?

21 Analytics: Quick Hits RightNow Technologies, Inc.

22 Functions - Breakdown Breakdown of a Function Function Name Parameters The bold parameter is where your cursor is currently at Parameters in [ ] are optional

23 Functions Decode Example For an example, lets say that we have a list of Conditions (like you would apply to trading cards). There is a New condition, and then there are three types of Used conditions. Your boss asks you for a report that shows all of the cards, and either New or Used in a column. Here is the Custom Menu

24 Functions Decode Example Here is a dashboard with two reports. The top report shows four Contacts (each Contact is a trading card), and the Condition that was selected for that card. The bottom report shows the same Contacts, but only New or Used.

25 Functions Decode Example Here is the column definition used to display New or Used.

26 Functions Aggregate Happy with your work, you show your boss the report, and even though it is exactly what they asked for, it isn t what they want. That s too much detail, just make it tell me how many cards there are that are New, and how many that are Used. Luckily, we ve done the hard work already, and we can make two changes to the report and give our boss what they are asking for.

27 Functions Aggregate First, since this report is going to counting contact records, we no longer want to display the contacts.full_name column, as that column shows unique information about each Contact. If we ran the report after deleting the Full Name column, so that the only column is the decode function, we would see this: To count the distinct records, add a new column to the report with the expression count(*), and title it # Cards

28 Functions - Complex Expressions can, of course, get complicated rather quickly. *Credit to Amy Nash (anash) for figuring out this fun expression

29 Other Resources Ask the Experts Program Best Practice Guides Training Programs

30 Ask the Experts

31 Expert Seminars Expert Seminars are online, topic-based, question and answer events, which deliver focused, regularly scheduled interactions between RightNow's subject matter experts and customers. Expert Seminar Home Page: Examples: Learn to Gain Performance & Scalability with RightNow Analytics Measuring and Analyzing Feedback Results How to Optimize your Knowledge Foundation Using Guided Assistance for Consumer Troubleshooting

32 Expert Seminar Recording: Gain Performance & Scalability with RNT Analytics Live discussion of basic and advanced best practices Live Q&A Presented by RightNow experts from Development Product Management Professional Services Held May 26, 2010 Recording and PowerPoint available: s/296edd998a Basic Best Practices 1. Use the Report Database to report on large data volumes Shifts processing from live production system Improves performance of live production system and of report Larger thresholds for more processing intensive reports 2. Use the Operational Database for smaller & real-time reports 3. Allow server to change the data source as necessary Use unless real-time information critical 4. Queue large reports & processing-intensive reports Avoids report time-out Shifts processing to a different server Receive benefits of Report DB (when shifted to Report DB) 5. Report on small data sets Use filters to narrow analyses as much as possible Use fixed filters & provide default values for run-time filters Inner join tables to return the smallest data set possible 6. Use Enterprise Analytics for extended insights and scalability Provides a data mart, star schema and OLAP technology Optimized for high performance reporting on large data volume Extends historical reporting capabilities and breadth of metrics Supports analytics on external data sources

33 Expert Seminar Recording: Measuring & Analyzing Feedback Results URL:

34 Expert Seminar Recording: How to Optimize Your Knowledge Foundation URL:

35 Join Us At The 2011 RightNow Summit What can you expect? Knockout keynotes and dynamic presentations Dozens of breakout sessions geared to all user levels and responsibilities and industries Summit Pavilion offering a sneak peek at new products and opportunities to speak one-on-one with RightNow partners Ask the Experts gives hands-on training in a collaborative, interactive environment Networking events to share experiences & insights with others in the RightNow community Unlimited opportunities to experiment, troubleshoot and collaborate with experts and peers Ideas to break ground on your new customer experience initiatives, or add fuel to your current efforts For more information:

36 Best Practice Guides Best Practice Guides linked from RightNow Home Page

37 Best Practice Guides (cont.) Filter on 17 different topical areas (including Analytics)

38 RightNow Guide: How to Improve Reporting Performance* Best practices to improve reporting performance & scalability Provides over 25 best practices In-depth discussion (60+ pages) Focuses on RightNow Analytics Addresses common performance & scalability questions such as - Overcoming threshold governors Slow running reports Queuing Much more Dedicated section on Enterprise Analytics, data marts & exporting Also discusses background, reporting architecture, concepts & the why s * Available on: Customer Community > Reporting & Analysis Discussion Forum > Quick Links (top of page) Support Forum > Answer ID #4143 ( RightNow Guide Improving Report Performance )

39 RightNow Guide: First Contact Resolution* Best practices for measuring First Contact Resolution Defines FCR, its impact on the business, & impact on CSAT Discusses importance of measuring FCR effectively Explores top factors - Impacting FCR To consider in measuring FCR To consider in establishing FCR goals Addresses different FCR computation methods Defines how RightNow measures FCR * Available on Customer Community > General Product Discussion Board (posted July 2, 2010)

40 RightNow Guide: KB & Search Best Practices Download Guide directly from RightNow web site

41 Instructor-Led Training Instructor-led Analytics training classes (standard & customized)

42 On-Line Analytics Tutorials 8 online, interactive analytics tutorials available on Customer Community

43 Wrap-Up

44 Thank You! RightNow Technologies, Inc.