Instant Queue Manager IBM Techline Instant Queue Manager
Instant Queue Manager @ IBM Techline Instant Queue Manager Deployed for IBM Techline Richard Brader IBM Techline January 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 3 rd 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
Integration – Siebel Ticketing 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 • 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 Perspective Click 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
- Slides: 19