instant queue manager @ ibm techline instant queue manager deployed for ibm techline richard brader...
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Instant Queue Manager @ IBM Techline
Instant Queue Manager Deployed for IBM Techline
Richard Brader IBM TechlineJanuary 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 3rd 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
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 – Siebel Ticketing
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 PerspectiveClick 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
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