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  • New Analytic settings for the new code

    - by Steve Tunstall
    If you have upgraded to the new 2011.1.3.0 code, you may find some very useful settings for the Analytics. If you didn't already know, the analytic datasets have the potential to fill up your OS hard drives. The more datasets you use and create, that faster this can happen. Since they take a measurement every second, forever, some of these metrics can get in the multiple GB size in a matter of weeks. The traditional 'fix' was that you had to go into Analytics -> Datasets about once a month and clean up the largest datasets. You did this by deleting them. Ouch. Now you lost all of that historical data that you might have wanted to check out many months from now. Or, you had to export each metric individually to a CSV file first. Not very easy or fun. You could also suspend a dataset, and have it not collect data at all. Well, that fixed the problem, didn't it? of course you now had no data to go look at. Hmmmm.... All of this is no longer a concern. Check out the new Settings tab under Analytics... Now, I can tell the ZFSSA to keep every second of data for, say, 2 weeks, and then average those 60 seconds of each minute into a single 'minute' value. I can go even further and ask it to average those 60 minutes of data into a single 'hour' value.  This allows me to effectively shrink my older datasets by a factor of 1/3600 !!! Very cool. I can now allow my datasets to go forever, and really never have to worry about them filling up my OS drives. That's great going forward, but what about those huge datasets you already have? No problem. Another new feature in 2011.1.3.0 is the ability to shrink the older datasets in the same way. Check this out. I have here a dataset called "Disk: I/O opps per second" that is about 6.32M on disk (You need not worry so much about the "In Core" value, as that is in RAM, and it fluctuates all the time. Once you stop viewing a particular metric, you will see that shrink over time, just relax).  When one clicks on the trash can icon to the right of the dataset, it used to delete the whole thing, and you would have to re-create it from scratch to get the data collecting again. Now, however, it gives you this prompt: As you can see, this allows you to once again shrink the dataset by averaging the second data into minutes or hours. Here is my new dataset size after I do this. So it shrank from 6.32MB down to 2.87MB, but i can still see my metrics going back to the time I began the dataset. Now, you do understand that once you do this, as you look back in time to the minute or hour data metrics, that you are going to see much larger time values, right? You will need to decide what size of granularity you can live with, and for how long. Check this out. Here is my Disk: Percent utilized from 5-21-2012 2:42 pm to 4:22 pm: After I went through the delete process to change everything older than 1 week to "Minutes", the same date and time looks like this: Just understand what this will do and how you want to use it. Right now, I'm thinking of keeping the last 6 weeks of data as "seconds", and then the last 3 months as "Minutes", and then "Hours" forever after that. I'll check back in six months and see how the sizes look. Steve 

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  • Blink-Data vs Instinct?

    - by Samantha.Y. Ma
    In his landmark bestseller Blink, well-known author and journalist Malcolm Gladwell explores how human beings everyday make seemingly instantaneous choices --in the blink of an eye--and how we “think without thinking.”  These situations actually aren’t as simple as they seem, he postulates; and throughout the book, Gladwell seeks answers to questions such as: 1.    What makes some people good at thinking on their feet and making quick spontaneous decisions?2.    Why do some people follow their instincts and win, while others consistently seem to stumble into error?3.    Why are some of the best decisions often those that are difficult to explain to others?In Blink, Gladwell introduces us to the psychologist who has learned to predict whether a marriage will last, based on a few minutes of observing a couple; the tennis coach who knows when a player will double-fault before the racket even makes contact with the ball; the antiquities experts who recognize a fake at a glance. Ultimately, Blink reveals that great decision makers aren't those who spend the most time deliberating or analyzing information, but those who focus on key factors among an overwhelming number of variables-- i.e., those who have perfected the art of "thin-slicing.” In Data vs. Instinct: Perfecting Global Sales Performance, a new report sponsored by Oracle, the Economist Intelligence Unit (EIU) explores the roles data and instinct play in decision-making by sales managers and discusses how sales executives can increase sales performance through more effective  territory planning and incentive/compensation strategies.If you are a sales executive, ask yourself this:  “Do you rely on knowledge (data) when you plan out your sales strategy?  If you rely on data, how do you ensure that your data sources are reliable, up-to-date, and complete?  With the emergence of social media and the proliferation of both structured and unstructured data, how do you know that you are applying your information/data correctly and in-context?  Three key findings in the report are:•    Six out of ten executives say they rely more on data than instinct to drive decisions. •    Nearly one half (48 percent) of incentive compensation plans do not achieve the desired results. •    Senior sales executives rely more on current and historical data than on forecast data. Strikingly similar to what Gladwell concludes in Blink, the report’s authors succinctly sum up their findings: "The best outcome is a combination of timely information, insightful predictions, and support data."Applying this insight is crucial to creating a sound sales plan that drives alignment and results.  In the area of sales performance management, “territory programs and incentive compensation continue to present particularly complex challenges in an increasingly globalized market," say the report’s authors. "It behooves companies to get a better handle on translating that data into actionable and effective plans." To help solve this challenge, CRM Oracle Fusion integrates forecasting, quotas, compensation, and territories into a single system.   For example, Oracle Fusion CRM provides a natural integration between territories, which define the sales targets (e.g., collection of accounts) for the sales force, and quotas, which quantify the sales targets. In fact, territory hierarchy is a core analytic dimension to slice and dice sales results, using sales analytics and alerts to help you identify where problems are occurring. This makes territoriesStart tapping into both data and instinct effectively today with Oracle Fusion CRM.   Here is a short video to provide you with a snapshot of how it can help you optimize your sales performance.  

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  • The Three-Legged Milk Stool - Why Oracle Fusion Incentive Compensation makes the difference!

    - by Richard Lefebvre
    During the London Olympics, we were exposed to dozens of athletes who worked with sports psychologists to maximize their performance. Executives often hire business psychologists to coach their teams to excellence. In the same vein, Fusion Incentive Compensation can be used to get people to change their sales behavior so we can make our numbers. But what about using incentive compensation solutions in a non-sales scenario to drive change? Recently, I was working an opportunity where a company was having a low user adoption rate for Salesforce.com, which was causing problems for them. I suggested they use Fusion Incentive Comp to change the reps' behavior. We tossed around the idea of tracking user adoption by creating a variable bonus for reps based on how well they forecasted revenues in the new system. Another thought was to reward the reps for how often they logged into the system or for the percentage of leads that became opportunities and turned into revenue. A new twist on a great product. Fusion CRM's Sweet Spot I'm excited about the sales performance management (SPM) tools in Fusion CRM. This trio of Incentive Compensation, Territory Management, and Quota Management sets us apart from the competition because Oracle is the only vendor that provides all three of these capabilities on a single tech stack, in a single application, and with a single look and feel. The niche vendors offer standalone territory or incentive compensation solutions, but then the customer has to custom build the other tools and can end up with a Frankenstein-type environment. On average, companies overpay sales commissions by three to eight percent. You calculate that number for a company the size of Oracle for one quarter and it makes a pretty air-tight financial case for using SPM tools to figure accurate commissions. Plus when sales reps get the right compensation, they can be out selling rather than spending precious time figuring out what they didn't get paid or looking for another job. And one more thing ... Oracle knows incentive comp. We have been a Gartner Market Scope leader in this space for the last five years. Our solution gets high marks because of its scalability and because of its interoperability with other technologies. And now that we're leading with Fusion, our incentive compensation offering includes the innovations that the Fusion team built, plus enhancements from the E-Business Suite Incentive Comp team. It's a case of making a good thing even better. (See product video.) The "Wedge" Apps In a number of accounts that I'm working on, there is a non-Oracle CRM system of record. That gives me the perfect opportunity to introduce the benefits of our SPM tools and to get the customer using Fusion. Then the door is wide open for the company to uptake more of Fusion CRM, especially since all the integrations they need are out of the box. I really believe that implementing this wedge of SPM tools is the ticket to taking market share away from other vendors. It allows us to insert ourselves in an environment where no other CRM solution in the market has the extending capabilities of Fusion. Not Just Your Usual Suspects Usually the stakeholders that I talk to for Territory Management are tightly aligned with the sales management team. When I sell the quota planning tool, I'm talking to finance people on the ERP side of the house who are measuring quotas and forecasting revenue. And then Incentive Comp is of most interest to the sales operations people, and generally these people roll up to either HR or the payroll department. I think of our Fusion SPM tools as a three-legged stool straddling an organization's Sales, Finance, and HR departments. So when you're prospecting for opportunities -- yes, people with a CRM perspective will be very interested -- but don't limit yourselves to that constituency. You might find stakeholders in accounting, revenue planning, or HR compensation teams. You just might discover, as I did at United Airlines, that the HR organization is spearheading the CRM project because incentive compensation is what they need ... and they're the ones with the budget. Jason Loh Global Solutions Manager, Fusion CRM Sales Planning Oracle Corporation

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  • Paper-free Customer Engagement

    - by Michael Snow
    v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} 12.00 Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-family:"Calibri","sans-serif"; mso-ascii- mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi- mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Appropriate repost from our friends at the AIIM blog: Digital Landfill -- John Mancini, supporting our mission of enabling customer engagement through better technology choices.  ---------- My wife didn't even give me a card for #wpfd - and they say husbands are bad at remembering anniversaries Well, today is the third World Paper Free Day.  I just got off the Tweet Jam, and there was a host of ideas for getting rid of -- or at least reducing -- paper. When we first started talking about "paper-free" most of the reasons raised to pursue this direction were "green" reasons.  I'm glad to see that the thinking has moved on to questions about how getting rid of paper and digitizing processes helps improve customer engagement.  And the bottom line.  And process responsiveness.  Not that the "green" reasons have gone away, but it's nice to see a maturation in the BUSINESS reasons to get rid of paper. Our World Paper Free Handbook (do not, do not, do not print it!) looks at how less paper in the workplace delivers significant benefits. Key findings show eliminating paper from processes can improve the responsiveness of customer service by 300 percent. Removing paper from business processes and moving content to PCs and tablets has the added advantage of helping companies adopt mobile-enable processes and eliminate elapsed time, lost forms, poor data and re-keying. To effectively mobile-enable processes and reduce reliance on paper, data should be captured as close to the point of origination as possible, which makes information easily available to whomever needs it, wherever they are, in the shortest time possible. This handbook summarizes the value of automating manual, paper-based processes. It then goes a step beyond to provide actionable steps that will set you on the path to productivity, profitability, and, yes, less paper.  Get your copy today and send the link around to your peers and colleagues.  Here's the link; please share it! http://www.aiim.org/Research-and-Publications/Research/AIIM-White-Papers/WPFD-Revolution-Handbook And don't miss out on the real world discussions about increasing engagement with WebCenter in new webinars being offered over the next couple of weeks:  October 30, 2012:  ResCare Solves Content Lifecycle Challenges with Oracle WebCenter November 1, 2012: WebCenter Content for Applications: Streamline Processes with Oracle WebCenter Content Management for Human Resources Applications Available On-Demand:  Using Oracle WebCenter to Content-Enable Your Business Applications

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  • My shiny new gadget

    - by TechTwaddle
    About 3 months ago when I had tweeted (or twit?) that the HD7 could be my next phone I wasn’t a 100 percent sure, and when the HTC Mozart came out it was switch at first sight. I wanted to buy the Mozart mainly for three reasons; its unibody construction, smaller screen and the SLCD display. But now, holding a HD7 in my hand, I reminisce and think about how fate had its own plan. Too dramatic for a piece of gadget? Well, sort of, but seriously, this has been most exciting. So in short, I bought myself a HTC HD7 and am really loving it so far. Here are some pics (taken from my HD2 which now lies in a corner, crying),     Most of my day was spent setting up the device. Email accounts, Facebook, Marketplace etc. Since marketplace isn’t officially launched in India yet, my primary live id did not work. Whenever I tried launching marketplace it would say ‘marketplace is not currently supported in your country’. Searching the forums I found an easy work around. Just create a dummy live id with the country set to UK or US and log in to the device using this id. I was worried if the contacts and feeds from my primary live account would not be updated but that was not a problem. Adding another live account into the device does import your contacts, calendar and feeds from it. And that’s it, marketplace now works perfectly. I installed a few trial and free applications; haven’t checked if I can purchase apps though, will check that later and update this post. There is one issue I am still facing with the device, I can’t access the internet over GPRS. Windows Phone 7 only gives you the option to add an ‘APN’ and nothing else. Checking the connection settings on my HD2, I found out that there is also a proxy server I need to add to access GPRS, but so far I haven’t found a way to do that on WP7. Ideally HTC should have taken care of this, detect the operator and apply that operators settings on the device, but looks like that’s not happening. I also tried the ‘Connection Settings’ application that HTC bundled with the device, but it did nothing magical. If you’re reading this and know how to fix this problem please leave a comment. The next thing I did is install apps, a lot of apps. Read Engadget’s guide to essential apps for WP7. The apps and games I installed so far include Beezz (twitter app with push notifications), twitter (the official twitter app), Facebook, Youtube, NFS Undercover, Rocket Riot, Krashlander, Unite and the list goes on. All the apps run super smooth. The display looks fine indoors but I know it’s going to suck in bright sunlight. Anyhow, I am really impressed with what I’ve seen so far. I leave you with a few more photos. Have a great year ahead. Ciao!

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  • ARTS Reference Model for Retail

    - by Sanjeev Sharma
    Consider a hypothetical scenario where you have been tasked to set up retail operations for a electronic goods or daily consumables or a luxury brand etc. It is very likely you will be faced with the following questions: What are the essential business capabilities that you must have in place?  What are the essential business activities under-pinning each of the business capabilities, identified in Step 1? What are the set of steps that you need to perform to execute each of the business activities, identified in Step 2? Answers to the above will drive your investments in software and hardware to enable the core retail operations. More importantly, the choices you make in responding to the above questions will several implications in the short-run and in the long-run. In the short-term, you will incur the time and cost of defining your technology requirements, procuring the software/hardware components and getting them up and running. In the long-term, as you grow in operations organically or through M&A, partnerships and franchiser business models  you will invariably need to make more technology investments to manage the greater complexity (scale and scope) of business operations.  "As new software applications, such as time & attendance, labor scheduling, and POS transactions, just to mention a few, are introduced into the store environment, it takes a disproportionate amount of time and effort to integrate them with existing store applications. These integration projects can add up to 50 percent to the time needed to implement a new software application and contribute significantly to the cost of the overall project, particularly if a systems integrator is called in. This has been the reality that all retailers have had to live with over the last two decades. The effect of the environment has not only been to increase costs, but also to limit retailers' ability to implement change and the speed with which they can do so." (excerpt taken from here) Now, one would think a lot of retailers would have already gone through the pain of finding answers to these questions, so why re-invent the wheel? Precisely so, a major effort began almost 17 years ago in the retail industry to make it less expensive and less difficult to deploy new technology in stores and at the retail enterprise level. This effort is called the Association for Retail Technology Standards (ARTS). Without standards such as those defined by ARTS, you would very likely end up experiencing the following: Increased Time and Cost due to resource wastage arising from re-inventing the wheel i.e. re-creating vanilla processes from scratch, and incurring, otherwise avoidable, mistakes and errors by ignoring experience of others Sub-optimal Process Efficiency due to narrow, isolated view of processes thereby ignoring process inter-dependencies i.e. optimizing parts but not the whole, and resulting in lack of transparency and inter-departmental finger-pointing Embracing ARTS standards as a blue-print for establishing or managing or streamlining your retail operations can benefit you in the following ways: Improved Time-to-Market from parity with industry best-practice processes e.g. ARTS, thus avoiding “reinventing the wheel” for common retail processes and focusing more on customizing processes for differentiations, and lowering integration complexity and risk with a standardized vocabulary for exchange between internal and external i.e. partner systems Lower Operating Costs by embracing the ARTS enterprise-wide process reference model for developing and streamlining retail operations holistically instead of a narrow, silo-ed view, and  procuring IT systems in compliance with ARTS thus avoiding IT budget marginalization While parity with industry standards such as ARTS business process model by itself does not create a differentiation, it does however provide a higher starting point for bridging the strategy-execution gap in setting up and improving retail operations.

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  • Fun tips with Analytics

    - by user12620172
    If you read this blog, I am assuming you are at least familiar with the Analytic functions in the ZFSSA. They are basically amazing, very powerful and deep. However, you may not be aware of some great, hidden functions inside the Analytic screen. Once you open a metric, the toolbar looks like this: Now, I’m not going over every tool, as we have done that before, and you can hover your mouse over them and they will tell you what they do. But…. Check this out. Open a metric (CPU Percent Utilization works fine), and click on the “Hour” button, which is the 2nd clock icon. That’s easy, you are now looking at the last hour of data. Now, hold down your ‘Shift’ key, and click it again. Now you are looking at 2 hours of data. Hold down Shift and click it again, and you are looking at 3 hours of data. Are you catching on yet? You can do this with not only the ‘Hour’ button, but also with the ‘Minute’, ‘Day’, ‘Week’, and the ‘Month’ buttons. Very cool. It also works with the ‘Show Minimum’ and ‘Show Maximum’ buttons, allowing you to go to the next iteration of either of those. One last button you can Shift-click is the handy ‘Drill’ button. This button usually drills down on one specific aspect of your metric. If you Shift-click it, it will display a “Rainbow Highlight” of the current metric. This works best if this metric has many ‘Range Average’ items in the left-hand window. Give it a shot. Also, one will sometimes click on a certain second of data in the graph, like this:  In this case, I clicked 4:57 and 21 seconds, and the 'Range Average' on the left went away, and was replaced by the time stamp. It seems at this point to some people that you are now stuck, and can not get back to an average for the whole chart. However, you can actually click on the actual time stamp of "4:57:21" right above the chart. Even though your mouse does not change into the typical browser finger that most links look like, you can click it, and it will change your range back to the full metric. Another trick you may like is to save a certain view or look of a group of graphs. Most of you know you can save a worksheet, but did you know you could Sync them, Pause them, and then Save it? This will save the paused state, allowing you to view it forever the way you see it now.  Heatmaps. Heatmaps are cool, and look like this:  Some metrics use them and some don't. If you have one, and wish to zoom it vertically, try this. Open a heatmap metric like my example above (I believe every metric that deals with latency will show as a heatmap). Select one or two of the ranges on the left. Click the "Change Outlier Elimination" button. Click it again and check out what it does.  Enjoy. Perhaps my next blog entry will be the best Analytic metrics to keep your eyes on, and how you can use the Alerts feature to watch them for you. Steve 

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  • ADO and Two Way Storage Tiering

    - by Andy-Oracle
    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 We get asked the following question about Automatic Data Optimization (ADO) storage tiering quite a bit. Can you tier back to the original location if the data gets hot again? The answer is yes but not with standard Automatic Data Optimization policies, at least not reliably. That's not how ADO is meant to operate. ADO is meant to mirror a traditional view of Information Lifecycle Management (ILM) where data will be very volatile when first created, will become less active or cool, and then will eventually cease to be accessed at all (i.e. cold). I think the reason this question gets asked is because customers realize that many of their business processes are cyclical and the thinking goes that those segments that only get used during month end or year-end cycles could sit on lower cost storage when not being used. Unfortunately this doesn't fit very well with the ADO storage tiering model. ADO storage tiering is based on the amount of free and used space in the source tablespace. There are two parameters that control this behavior, TBS_PERCENT_USED and TBS_PERCENT_FREE. When the space in the tablespace exceeds the TBS_PERCENT_USED value then segments specified in storage tiering clause(s) can be moved until the percent of free space reaches the TBS_PERCENT_FREE value. It is worth mentioning that no checks are made for available space in the target tablespace. Now, it is certainly possible to create custom functions to control storage tiering, but this can get complicated. The biggest problem is insuring that there is enough space to move the segment back to tier 1 storage, assuming that that's the goal. This isn't as much of a problem when moving from tier 1 to tier 2 storage because there is typically more tier 2 storage available. At least that's the premise since it is supposed to be less costly, lower performing and higher capacity storage. In either case though, if there isn't enough space then the operation fails. In the case of a customized function, the question becomes do you attempt to free the space so the move can be made or do you just stop and return false so that the move cannot take place? This is really the crux of the issue. Once you cross into this territory you're really going to have to implement two-way hierarchical storage and the whole point of ADO was to provide automatic storage tiering. You're probably better off using heat map and/or business access requirements and building your own hierarchical storage management infrastructure if you really want two way storage tiering. /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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  • Monitoring slow nginx/unicorn requests

    - by injekt
    I'm currently using Nginx to proxy requests to a Unicorn server running a Sinatra application. The application only has a couple of routes defined, those of which make fairly simple (non costly) queries to a PostgreSQL database, and finally return data in JSON format, these services are being monitored by God. I'm currently experiencing extremely slow response times from this application server. I have another two Unicorn servers being proxied via Nginx, and these are responding perfectly fine, so I think I can rule out any wrong doing from Nginx. Here is my God configuration: # God configuration APP_ROOT = File.expand_path '../', File.dirname(__FILE__) God.watch do |w| w.name = "app_name" w.interval = 30.seconds # default w.start = "cd #{APP_ROOT} && unicorn -c #{APP_ROOT}/config/unicorn.rb -D" # -QUIT = graceful shutdown, waits for workers to finish their current request before finishing w.stop = "kill -QUIT `cat #{APP_ROOT}/tmp/unicorn.pid`" w.restart = "kill -USR2 `cat #{APP_ROOT}/tmp/unicorn.pid`" w.start_grace = 10.seconds w.restart_grace = 10.seconds w.pid_file = "#{APP_ROOT}/tmp/unicorn.pid" # User under which to run the process w.uid = 'web' w.gid = 'web' # Cleanup the pid file (this is needed for processes running as a daemon) w.behavior(:clean_pid_file) # Conditions under which to start the process w.start_if do |start| start.condition(:process_running) do |c| c.interval = 5.seconds c.running = false end end # Conditions under which to restart the process w.restart_if do |restart| restart.condition(:memory_usage) do |c| c.above = 150.megabytes c.times = [3, 5] # 3 out of 5 intervals end restart.condition(:cpu_usage) do |c| c.above = 50.percent c.times = 5 end end w.lifecycle do |on| on.condition(:flapping) do |c| c.to_state = [:start, :restart] c.times = 5 c.within = 5.minute c.transition = :unmonitored c.retry_in = 10.minutes c.retry_times = 5 c.retry_within = 2.hours end end end Here is my Unicorn configuration: # Unicorn configuration file APP_ROOT = File.expand_path '../', File.dirname(__FILE__) worker_processes 8 preload_app true pid "#{APP_ROOT}/tmp/unicorn.pid" listen 8001 stderr_path "#{APP_ROOT}/log/unicorn.stderr.log" stdout_path "#{APP_ROOT}/log/unicorn.stdout.log" before_fork do |server, worker| old_pid = "#{APP_ROOT}/tmp/unicorn.pid.oldbin" if File.exists?(old_pid) && server.pid != old_pid begin Process.kill("QUIT", File.read(old_pid).to_i) rescue Errno::ENOENT, Errno::ESRCH # someone else did our job for us end end end I have checked God status logs but it appears CPU and Memory Usage are never out of bounds. I also have something to kill high memory workers, which can be found on the GitHub blog page here. When running a tail -f on the Unicorn logs I see some requests, but they're far and few between, when I was at around 60-100 a second before this trouble seemed to have arrived. This log also shows workers being reaped and started as expected. So my question is, how would I go about debugging this? What are the next steps I should be taking? I'm extremely baffled that the server will sometimes respond quickly, but at others time it's very slow, for long periods of time (which may or may not be peak traffic times). Any advice is much appreciated.

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  • Benchmark MySQL Cluster using flexAsynch: No free node id found for mysqld(API)?

    - by quanta
    I am going to benchmark MySQL Cluster using flexAsynch follow this guide, details as below: mkdir /usr/local/mysqlc732/ cd /usr/local/src/mysql-cluster-gpl-7.3.2 cmake . -DCMAKE_INSTALL_PREFIX=/usr/local/mysqlc732/ -DWITH_NDB_TEST=ON make make install Everything works fine until this step: # /usr/local/mysqlc732/bin/flexAsynch -t 1 -p 80 -l 2 -o 100 -c 100 -n FLEXASYNCH - Starting normal mode Perform benchmark of insert, update and delete transactions 1 number of concurrent threads 80 number of parallel operation per thread 100 transaction(s) per round 2 iterations Load Factor is 80% 25 attributes per table 1 is the number of 32 bit words per attribute Tables are with logging Transactions are executed with hint provided No force send is used, adaptive algorithm used Key Errors are disallowed Temporary Resource Errors are allowed Insufficient Space Errors are disallowed Node Recovery Errors are allowed Overload Errors are allowed Timeout Errors are allowed Internal NDB Errors are allowed User logic reported Errors are allowed Application Errors are disallowed Using table name TAB0 NDBT_ProgramExit: 1 - Failed ndb_cluster.log: WARNING -- Failed to allocate nodeid for API at 127.0.0.1. Returned eror: 'No free node id found for mysqld(API).' I also have recompiled with -DWITH_DEBUG=1 -DWITH_NDB_DEBUG=1. How can I run flexAsynch in the debug mode? # /usr/local/mysqlc732/bin/flexAsynch -h FLEXASYNCH Perform benchmark of insert, update and delete transactions Arguments: -t Number of threads to start, default 1 -p Number of parallel transactions per thread, default 32 -o Number of transactions per loop, default 500 -l Number of loops to run, default 1, 0=infinite -load_factor Number Load factor in index in percent (40 -> 99) -a Number of attributes, default 25 -c Number of operations per transaction -s Size of each attribute, default 1 (PK is always of size 1, independent of this value) -simple Use simple read to read from database -dirty Use dirty read to read from database -write Use writeTuple in insert and update -n Use standard table names -no_table_create Don't create tables in db -temp Create table(s) without logging -no_hint Don't give hint on where to execute transaction coordinator -adaptive Use adaptive send algorithm (default) -force Force send when communicating -non_adaptive Send at a 10 millisecond interval -local 1 = each thread its own node, 2 = round robin on node per parallel trans 3 = random node per parallel trans -ndbrecord Use NDB Record -r Number of extra loops -insert Only run inserts on standard table -read Only run reads on standard table -update Only run updates on standard table -delete Only run deletes on standard table -create_table Only run Create Table of standard table -drop_table Only run Drop Table on standard table -warmup_time Warmup Time before measurement starts -execution_time Execution Time where measurement is done -cooldown_time Cooldown time after measurement completed -table Number of standard table, default 0

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  • The Koyal Group Info Mag News¦Charged building material could make the renewable grid a reality

    - by Chyler Tilton
    What if your cell phone didn’t come with a battery? Imagine, instead, if the material from which your phone was built was a battery. The promise of strong load-bearing materials that can also work as batteries represents something of a holy grail for engineers. And in a letter published online in Nano Letters last week, a team of researchers from Vanderbilt University describes what it says is a breakthrough in turning that dream into an electrocharged reality. The researchers etched nanopores into silicon layers, which were infused with a polyethylene oxide-ionic liquid composite and coated with an atomically thin layer of carbon. In doing so, they created small but strong supercapacitor battery systems, which stored electricity in a solid electrolyte, instead of using corrosive chemical liquids found in traditional batteries. These supercapacitors could store and release about 98 percent of the energy that was used to charge them, and they held onto their charges even as they were squashed and stretched at pressures up to 44 pounds per square inch. Small pieces of them were even strong enough to hang a laptop from—a big, fat Dell, no less. Although the supercapacitors resemble small charcoal wafers, they could theoretically be molded into just about any shape, including a cell phone’s casing or the chassis of a sedan. They could also be charged—and evacuated of their charge—in less time than is the case for traditional batteries. “We’ve demonstrated, for the first time, the simple proof-of-concept that this can be done,” says Cary Pint, an assistant professor in the university’s mechanical engineering department and one of the authors of the new paper. “Now we can extend this to all kinds of different materials systems to make practical composites with materials specifically tailored to a host of different types of applications. We see this as being just the tip of a very massive iceberg.” Pint says potential applications for such materials would go well beyond “neat tech gadgets,” eventually becoming a “transformational technology” in everything from rocket ships to sedans to home building materials. “These types of systems could range in size from electric powered aircraft all the way down to little tiny flying robots, where adding an extra on-board battery inhibits the potential capability of the system,” Pint says. And they could help the world shift to the intermittencies of renewable energy power grids, where powerful batteries are needed to help keep the lights on when the sun is down or when the wind is not blowing. “Using the materials that make up a home as the native platform for energy storage to complement intermittent resources could also open the door to improve the prospects for solar energy on the U.S. grid,” Pint says. “I personally believe that these types of multifunctional materials are critical to a sustainable electric grid system that integrates solar energy as a key power source.”

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  • Windows 8.1 Insufficient storage available to create shadow copy

    - by Bob.at.SBS
    [Note: After I entered the problem statement, I found this question, which is apparently the same problem. Maybe one of us will get a good answer...] I have used the "Windows 7 File Recovery" tool under Windows 8 to create system image backups to an external USB hard drive. I built a new Windows 8.1 machine, and I want to create my first system image backup of that machine to the same USB hard drive. The "Windows 7 File Recovery" tool is gone in Windows 8.1, but wbAdmin is alive and well: wbAdmin start backup -backupTarget:\\?\Volume{2a2b...994f} -allCritical -quiet fails with this text displayed: wbadmin 1.0 - Backup command-line tool (C) Copyright 2013 Microsoft Corporation. All rights reserved. Retrieving volume information... This will back up (EFI System Partition),(C:),Recovery (300.00 MB) to \?\Volume {2a2b1255-3a86-11e3-be86-b8ca3a83994f}. The backup operation to F: is starting. Creating a shadow copy of the volumes specified for backup... Summary of the backup operation: The backup operation stopped before completing. The backup operation stopped before completing. Detailed error: ERROR - A Volume Shadow Copy Service operation error has occurred: (0x8004231f) Insufficient storage available to create either the shadow copy storage file or other shadow copy data. The EFI System Partition is 100 MB The Recovery Partition is 300 MB The C partition is 1.72 TB, NTFS, 218 GB used, 1.51 TB free The destination drive is 1.81 TB, NTFS, 678 GB used, 1.15 TB free I've fiddled with vssadmin resize shadowstorage, with no change in the error. vssadmin list shadowstorage displays: Shadow Copy Storage association For volume: (C:)\?\Volume{37a0...263}\ Shadow Copy Storage volume: (C:)\?\Volume{37a0...263}\ Used Shadow Copy Storage space: 2.39 GB (0%) Allocated Shadow Copy Storage space: 2.81 GB (0%) Maximum Shadow Copy Storage space: 531 GB (30%) Shadow Copy Storage association For volume: (F:)\?\Volume{2a2...94f}\ Shadow Copy Storage volume: (F:)\?\Volume{2a2...94f}\ Used Shadow Copy Storage space: 334 GB (17%) Allocated Shadow Copy Storage space: 337 GB (18%) Maximum Shadow Copy Storage space: UNBOUNDED (922154758%) (Yeah, the "percent calculation" for UNBOUNDED is seriously bogus.) I've run SFC /verifyonly and it seems happy. I've verified that the new `Volume Shadow Copy" service starts when I start the backup operation. Any suggestions?

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  • Computer experiencing slowdowns and lockups despite low cpu useage

    - by user157145
    my setup i5-2300 nvidia gtx 550 ti 6 gigs ram 600 w ocz modular psu recently reformatted and already experiencing drastic slowdown as soon as windows comes up, including repeated lockups with multiple various programs reporting that they are not responsive, then recovering after 10-30 seconds. ive checked memory and hard drive both of which come out fine. despite my plethura of worthless antiviral software im forced to assume that my illicit downloading practices have lead me into some comp trouble that i cant seem to determine. i have used ccleaner, search and destroy and malware bytes, all of which have found nothing to indicate what is causing this massive slowdown. in addition according to my resource manager my computer is operating at a load of only 30-50 percent CPU useage and 60 ram useage but taking 5-10 seconds to load files and open folders, and repeated lockups of multiple programs, especially firefox which seems to go unresponsive every 2-3 minutes. any help would be appreciated, i used a program called OTL by old timer, but cant make any sense of the results i was given. any help or suggestions would be appreciated, thank you for taking the time to read this i have avast but it didnt even find anything when i had it do a full system scan, so im thinking its clueless(also nortons, avg, and ad-aware). i also have mse but it has yet to complete a full scan it takes so long (i left it on last night but when i woke up my computer had a problem and had to restart). my hard drive has 300 gigs out of 1tb open and i already used hd tune pro, which said my harddrive was fine and its not a ssd. also im a noob at comps and only have the hd that is currently inside the computer in addition im not sure if studdering is the issue im suffering. my problem is that during my typing of these responses firefox has gone "not responsive" at least 5 times, each for times of about 5-10 seconds. when i try to control alt delete to bring up windows task manager it took 20 seconds. essentially its that my computer goes super slow at bringing up anything, or taking any action whatsoever that opens a program or file and has repeated incidents where i cant even click on whatever im trying to do because it locks up. the confusing thing about these incidents is that its right after restarting where there are minimal programs running and the computer and memory load is light.

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  • How to get wireless working (properly) with Sitecom Wireless USB micro adapter 300N on Windows 7?

    - by Timo
    The question says it all, but more detail follows ;) I've got a new computer that runs Windows 7 64-bits (Home Edition) and I'd like to connect it to my wireless home network (Sitecom wireless gigabit router 300N wl-352 v1 002) with a Sitecom wireless USB micro adaptapter 300 wl-352 V2 001. After installing the router (i.e. connected to the modem and power) and ensuring that wireless is indeed enabled, I've installed the driver of the USB adapter on the new computer described above. After the installation (drivers and utility on CD) completes successfull I rebooted my computer and inserted the USB adapter. After discovering the right network and connecting to it using the network key, a connection is succesfully made. (Using the Sitecom 300N USB Wireless LAN utility). In the LAN utility I can see that the signal strength is approximately 50% and connection quality is approximately 80%. Judging from these numbers I assumed that all was fine and started to use the connection (reading news on nu.nl, a dutch news site), but noticed that the connection was lost several times in a very short time span, but each time the connections was resumed, resulting in the 50/80 percent numbers described above. However, the website was not loaded completely and often a timeout would be reported. When inspecting the drivers through Device Management (Windows' Apparaatbeheer in dutch) there were no errors/warnings; everything seemed to be in order. In an attempt to solve this, I downloaded the latest drivers for the USB adapter, but the problems remained. Finally I tried to connect the computer with a Siemens Gigaset USB Adapter 108. This process was a troublesome since I had to download a driver (from the site above) and tell Windows (7) to use the Windows Vista driver when installing the new hardware, since there is (was) no Windows 7 driver available. This resulted in a usable connection, although not very stable when reconfiguring the router. Which took the form of selecting a different wireless channel on the router, even using the Sitecom utility mentioned above to check if there were other networks communicating on that channel (and thus picking a channel that was not used by other networks). Again no result when changing back to the Sitecom USB adapter. Note that this means (I think) that I could use the internet connection with the Siemens adapter, meaning the problem was not in the router. So: How to get wireless working (properly) with Sitecom Wireless USB micro adapter 300N on Windows 7? PS Sorry, but should be able to post one link, while I had links in place for the USB adapter, router and the siemens adapter in place as well, but I'm not (yet) allowed to post these... (The site says I can post one link, but only when no links are present will it allow me to post the question...)

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  • SQL SERVER – Database Dynamic Caching by Automatic SQL Server Performance Acceleration

    - by pinaldave
    My second look at SafePeak’s new version (2.1) revealed to me few additional interesting features. For those of you who hadn’t read my previous reviews SafePeak and not familiar with it, here is a quick brief: SafePeak is in business of accelerating performance of SQL Server applications, as well as their scalability, without making code changes to the applications or to the databases. SafePeak performs database dynamic caching, by caching in memory result sets of queries and stored procedures while keeping all those cache correct and up to date. Cached queries are retrieved from the SafePeak RAM in microsecond speed and not send to the SQL Server. The application gets much faster results (100-500 micro seconds), the load on the SQL Server is reduced (less CPU and IO) and the application or the infrastructure gets better scalability. SafePeak solution is hosted either within your cloud servers, hosted servers or your enterprise servers, as part of the application architecture. Connection of the application is done via change of connection strings or adding reroute line in the c:\windows\system32\drivers\etc\hosts file on all application servers. For those who would like to learn more on SafePeak architecture and how it works, I suggest to read this vendor’s webpage: SafePeak Architecture. More interesting new features in SafePeak 2.1 In my previous review of SafePeak new I covered the first 4 things I noticed in the new SafePeak (check out my article “SQLAuthority News – SafePeak Releases a Major Update: SafePeak version 2.1 for SQL Server Performance Acceleration”): Cache setup and fine-tuning – a critical part for getting good caching results Database templates Choosing which database to cache Monitoring and analysis options by SafePeak Since then I had a chance to play with SafePeak some more and here is what I found. 5. Analysis of SQL Performance (present and history): In SafePeak v.2.1 the tools for understanding of performance became more comprehensive. Every 15 minutes SafePeak creates and updates various performance statistics. Each query (or a procedure execute) that arrives to SafePeak gets a SQL pattern, and after it is used again there are statistics for such pattern. An important part of this product is that it understands the dependencies of every pattern (list of tables, views, user defined functions and procs). From this understanding SafePeak creates important analysis information on performance of every object: response time from the database, response time from SafePeak cache, average response time, percent of traffic and break down of behavior. One of the interesting things this behavior column shows is how often the object is actually pdated. The break down analysis allows knowing the above information for: queries and procedures, tables, views, databases and even instances level. The data is show now on all arriving queries, both read queries (that can be cached), but also any types of updates like DMLs, DDLs, DCLs, and even session settings queries. The stats are being updated every 15 minutes and SafePeak dashboard allows going back in time and investigating what happened within any time frame. 6. Logon trigger, for making sure nothing corrupts SafePeak cache data If you have an application with many parts, many servers many possible locations that can actually update the database, or the SQL Server is accessible to many DBAs or software engineers, each can access some database directly and do some changes without going thru SafePeak – this can create a potential corruption of the data stored in SafePeak cache. To make sure SafePeak cache is correct it needs to get all updates to arrive to SafePeak, and if a DBA will access the database directly and do some changes, for example, then SafePeak will simply not know about it and will not clean SafePeak cache. In the new version, SafePeak brought a new feature called “Logon Trigger” to solve the above challenge. By special click of a button SafePeak can deploy a special server logon trigger (with a CLR object) on your SQL Server that actually monitors all connections and informs SafePeak on any connection that is coming not from SafePeak. In SafePeak dashboard there is an interface that allows to control which logins can be ignored based on login names and IPs, while the rest will invoke cache cleanup of SafePeak and actually locks SafePeak cache until this connection will not be closed. Important to note, that this does not interrupt any logins, only informs SafePeak on such connection. On the Dashboard screen in SafePeak you will be able to see those connections and then decide what to do with them. Configuration of this feature in SafePeak dashboard can be done here: Settings -> SQL instances management -> click on instance -> Logon Trigger tab. Other features: 7. User management ability to grant permissions to someone without changing its configuration and only use SafePeak as performance analysis tool. 8. Better reports for analysis of performance using 15 minute resolution charts. 9. Caching of client cursors 10. Support for IPv6 Summary SafePeak is a great SQL Server performance acceleration solution for users who want immediate results for sites with performance, scalability and peak spikes challenges. Especially if your apps are packaged or 3rd party, since no code changes are done. SafePeak can significantly increase response times, by reducing network roundtrip to the database, decreasing CPU resource usage, eliminating I/O and storage access. SafePeak team provides a free fully functional trial www.safepeak.com/download and actually provides a one-on-one assistance during such trial. Reference: Pinal Dave (http://blog.SQLAuthority.com) Filed under: About Me, Pinal Dave, PostADay, SQL, SQL Authority, SQL Performance, SQL Query, SQL Server, SQL Tips and Tricks, SQL Utility, T SQL, Technology

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  • BizTalk host throttling &ndash; Singleton pattern and High database size

    - by S.E.R.
    Originally posted on: http://geekswithblogs.net/SERivas/archive/2013/06/30/biztalk-host-throttling-ndash-singleton-pattern-and-high-database-size.aspxI have worked for some days around the singleton pattern (for those unfamiliar with it, read this post by Victor Fehlberg) and have come across a few very interesting posts, among which one dealt with performance issues (here, also by Victor Fehlberg). Simply put: if you have an orchestration which implements the singleton pattern, then performances will continuously decrease as the orchestration receives and consumes messages, and that behavior is more obvious when the orchestration never ends (ie : it keeps looping and never terminates or completes). As I experienced the same kind of problem (actually I was alerted by SCOM, which told me that the host was being throttled because of High database size), I thought it would be a good idea to dig a little bit a see what happens deep inside BizTalk and thus understand the reasons for this behavior. NOTE: in this article, I will focus on this High database size throttling condition. I will try and work on the other conditions in some not too distant future… Test conditions The singleton orchestration For the purpose of this study, I have created the following orchestration, which is a very basic implementation of a singleton that piles up incoming messages, then does something else when a certain timeout has been reached without receiving another message: Throttling settings I have two distinct hosts : one that hosts the receive port (basic FILE port) : Ports_ReceiveHostone that hosts the orchestration : ProcessingHost In order to emphasize the throttling mechanism, I have modified the throttling settings for each of these hosts are as follows (all other parameters are set to the default value): [Throttling thresholds] Message count in database: 500 (default value : 50000) Evolution of performance counters when submitting messages Since we are investigating the High database size throttling condition, here are the performance counter that we should take a look at (all of them are in the BizTalk:Message Agent performance object): Database sizeHigh database sizeMessage delivery throttling stateMessage publishing throttling stateMessage delivery delay (ms)Message publishing delay (ms)Message delivery throttling state durationMessage publishing throttling state duration (If you are not used to Perfmon, I strongly recommend that you start using it right now: it is a wonderful tool that allows you to open the hood and see what is going on inside BizTalk – and other systems) Database size It is quite obvious that we will start by watching the database size and high database size counters, just to see when the first reaches the configured threshold (500) and when the second rings the alarm. NOTE : During this test I submitted 600 messages, one message at a time every 10ms to see the evolution of the counters we have previously selected. It might not show very well on this screenshot, but here is what happened: From 15:46:50 to 15:47:50, the database size for the Ports_ReceiveHost host (blue line) kept growing until it reached a maximum of 504.At 15:47:50, the high database size alert fires At first I was surprised by this result: why is it the database size of the receiving host that keeps growing since it is the processing host that piles up messages? Actually, it makes total sense. This counter measures the size of the database queue that is being filled by the host, not consumed. Therefore, the high database size alert is raised on the host that fills the queue: Ports_ReceiveHost. More information is available on the Public MPWiki page. Now, looking at the Message publishing throttling state for the receiving host (green line), we can see that a throttling condition has been reached at 15:47:50: We can also see that the Message publishing delay(ms) (blue line) has begun growing slowly from this point. All of this explains why performances keep decreasing when a singleton keeps processing new messages: the database size grows and when it has exceeded the Message count in database threshold, the host is throttled and the publishing delay keeps increasing. Digging further So, what happens to the database queue then? Is it flushed some day or does it keep growing and growing indefinitely? The real question being: will the host be throttled forever because of this singleton? To answer this question, I set the Message count in database threshold to 20 (this value is very low in order not to wait for too long, otherwise I certainly would have fallen asleep in front of my screen) and I submitted 30 messages. The test was started at 18:26. At 18:56 (ie : exactly 30min later) the throttling was stopped and the database size was divided by 2. 30 min later again, the database size had dropped to almost zero: I guess I’ll have to find some documentation and do some more testing before I sort this out! My guess is that some maintenance job is at work here, though I cannot tell which one Digging even further If we take a look at the Message delivery throttling state counter for the processing host, we can see that this host was also throttled during the submission of the 600 documents: The value for the counter was 1, meaning that Message delivery incoming rate for the host instance exceeds the Message delivery outgoing rate * the specified Rate overdrive factor (percent) value. We will see this another day… :) A last word Let’s end this article with a warning: DO NOT CHANGE THE THROTTLING SETTINGS LIGHTLY! The temptation can be great to just bypass throttling by setting very high values for each parameter (or zero in some cases, which simply disables throttling). Nevertheless, always keep in mind that this mechanism is here for a very good reason: prevent your BizTalk infrastructure from exploding!! So whatever you do with those settings, do a lot of testing and benchmarking!

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  • Advanced donut caching: using dynamically loaded controls

    - by DigiMortal
    Yesterday I solved one caching problem with local community portal. I enabled output cache on SharePoint Server 2007 to make site faster. Although caching works fine I needed to do some additional work because there are some controls that show different content to different users. In this example I will show you how to use “donut caching” with user controls – powerful way to drive some content around cache. About donut caching Donut caching means that although you are caching your content you have some holes in it so you can still affect the output that goes to user. By example you can cache front page on your site and still show welcome message that contains correct user name. To get better idea about donut caching I suggest you to read ScottGu posting Tip/Trick: Implement "Donut Caching" with the ASP.NET 2.0 Output Cache Substitution Feature. Basically donut caching uses ASP.NET substitution control. In output this control is replaced by string you return from static method bound to substitution control. Again, take a look at ScottGu blog posting I referred above. Problem If you look at Scott’s example it is pretty plain and easy by its output. All it does is it writes out current user name as string. Here are examples of my login area for anonymous and authenticated users:    It is clear that outputting mark-up for these views as string is pretty lame to implement in code at string level. Every little change in design will end up with new version of controls library because some parts of design “live” there. Solution: using user controls I worked out easy solution to my problem. I used cache substitution and user controls together. I have three user controls: LogInControl – this is the proxy control that checks which “real” control to load. AnonymousLogInControl – template and logic for anonymous users login area. AuthenticatedLogInControl – template and logic for authenticated users login area. This is the control we render for each user separately because it contains user name and user profile fill percent. Anonymous control is not very interesting because it is only about keeping mark-up in separate file. Interesting parts are LogInControl and AuthenticatedLogInControl. Creating proxy control The first thing was to create control that has substitution area where “real” control is loaded. This proxy control should also be available to decide which control to load. The definition of control is very primitive. <%@ Control EnableViewState="false" Inherits="MyPortal.Profiles.LogInControl" %> <asp:Substitution runat="server" MethodName="ShowLogInBox" /> But code is a little bit tricky. Based on current user instance we decide which login control to load. Then we create page instance and load our control through it. When control is loaded we will call DataBind() method. In this method we evaluate all fields in loaded control (it was best choice as Load and other events will not be fired). Take a look at the code. public static string ShowLogInBox(HttpContext context) {     var user = SPContext.Current.Web.CurrentUser;     string controlName;       if (user != null)         controlName = "AuthenticatedLogInControl.ascx";     else         controlName = "AnonymousLogInControl.ascx";       var path = "~/_controltemplates/" + controlName;     var output = new StringBuilder(10000);       using(var page = new Page())     using(var ctl = page.LoadControl(path))     using(var writer = new StringWriter(output))     using(var htmlWriter = new HtmlTextWriter(writer))     {         ctl.DataBind();         ctl.RenderControl(htmlWriter);     }     return output.ToString(); } When control is bound to data we ask to render it its contents to StringBuilder. Now we have the output of control as string and we can return it from our method. Of course, notice how correct I am with resources disposing. :) The method that returns contents for substitution control is static method that has no connection with control instance because hen page is read from cache there are no instances of controls available. Conclusion As you saw it was not very hard to use donut caching with user controls. Instead of writing mark-up of controls to static method that is bound to substitution control we can still use our user controls.

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  • Working with Reporting Services Filters–Part 1

    - by smisner
    There are two ways that you can filter data in Reporting Services. The first way, which usually provides a faster performance, is to use query parameters to apply a filter using the WHERE clause in a SQL statement. In that case, the structure of the filter depends upon the syntax recognized by the source database. Another way to filter data in Reporting Services is to apply a filter to a dataset, data region, or a group. Using this latter method, you can even apply multiple filters. However, the use of filter operators or the setup of multiple filters is not always obvious, so in this series of posts, I'll provide some more information about the configuration of filters. First, why not use query parameters exclusively for filtering? Here are a few reasons: You might want to apply a filter to part of the report, but not all of the report. Your dataset might retrieve data from a stored procedure, and doesn't allow you to pass a query parameter for filtering purposes. Your report might be set up as a snapshot on the report server and, in that case, cannot be dynamically filtered based on a query parameter. Next, let's look at how to set up a report filter in general. The process is the same whether you are applying the filter to a dataset, data region, or a group. When you go to the Filters page in the Properties dialog box for whichever of these items you selected (dataset, data region, group), you click the Add button to create a new filter. The interface looks like this: The Expression field is usually a field in the dataset, so to make it easier for you to make a selection,the drop-down list displays all of the current dataset fields. But notice the expression button to the right, which means that you can set up any type of expression-not just a dataset field. To the right of the expression button, you'll find a data type drop-down list. It's important to specify the correct data type for the field or expression you're using. Now for the operators. Here's a list of the options that you have: This Operator Performs This Action =, <>, >, >=, <, <=, Like Compares expression to value Top N, Bottom N Compares expression to Top (Bottom) set of N values (N = integer) Top %, Bottom % Compares expression to Top (Bottom) N percent of values (N = integer or float) Between Determines whether expression is between two values, inclusive In Determines whether expression is found in list of values Last, the Value is what you're comparing to the expression using the operator. The construction of a filter using some operators (=, <>, >, etc.) is fairly simple. If my dataset (for AdventureWorks data) has a Category field, and I have a parameter that prompts the user for a single category, I can set up a filter like this: Expression Data Type Operator Value [Category] Text = [@Category] But if I set the parameter to accept multiple values, I need to change the operator from = to In, just as I would have to do if I were using a query parameter. The parameter expression, [@Category], which translates to =Parameters!Category.Value, doesn’t need to change because it represents an array as soon as I change the parameter to allow multiple values. The “In” operator requires an array. With that in mind, let’s consider a variation on Value. Let’s say that I have a parameter that prompts the user for a particular year – and for simplicity’s sake, this parameter only allows a single value, and I have an expression that evaluates the previous year based on the user’s selection. Then I want to use these two values in two separate filters with an OR condition. That is, I want to filter either by the year selected OR by the year that was computed. If I create two filters, one for each year (as shown below), then the report will only display results if BOTH filter conditions are met – which would never be true. Expression Data Type Operator Value [CalendarYear] Integer = [@Year] [CalendarYear] Integer = =Parameters!Year.Value-1 To handle this scenario, we need to create a single filter that uses the “In” operator, and then set up the Value expression as an array. To create an array, we use the Split function after creating a string that concatenates the two values (highlighted in yellow) as shown below. Expression Data Type Operator Value =Cstr(Fields!CalendarYear.Value) Text In =Split( CStr(Parameters!Year.Value) + ”,” + CStr(Parameters!Year.Value-1) , “,”) Note that in this case, I had to apply a string conversion on the year integer so that I could concatenate the parameter selection with the calculated year. Pay attention to the second argument of the Split function—you must use a comma delimiter for the result to work correctly with the In operator. I also had to change the Expression value from [CalendarYear] (or =Fields!CalendarYear.Value) so that the expression would return a string that I could compare with the values in the string array. More fun with filter expressions in future posts!

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  • ACORD LOMA Session Highlights Policy Administration Trends

    - by [email protected]
    Helen Pitts, senior product marketing manager for Oracle Insurance, attended and is blogging from the ACORD LOMA Insurance Forum this week. Above: Paul Vancheri, Chief Information Officer, Fidelity Investments Life Insurance Company. Vancheri gave a presentation during the ACORD LOMA Insurance Systems Forum about the key elements of modern policy administration systems and how insurers can mitigate risk during legacy system migrations to safely introduce new technologies. When I had a few particularly challenging honors courses in college my father, a long-time technology industry veteran, used to say, "If you don't know how to do something go ask the experts. Find someone who has been there and done that, don't be afraid to ask the tough questions, and apply and build upon what you learn." (Actually he still offers this same advice today.) That's probably why my favorite sessions at industry events, like the ACORD LOMA Insurance Forum this week, are those that include insight on industry trends and case studies from carriers who share their experiences and offer best practices based upon their own lessons learned. I had the opportunity to attend a particularly insightful session Wednesday as Craig Weber, senior vice president of Celent's Insurance practice, and Paul Vancheri, CIO of Fidelity Life Investments, presented, "Managing the Dynamic Insurance Landscape: Enabling Growth and Profitability with a Modern Policy Administration System." Policy Administration Trends Growing the business is the top issue when it comes to IT among both life and annuity and property and casualty carriers according to Weber. To drive growth and capture market share from competitors, carriers are looking to modernize their core insurance systems, with 65 percent of those CIOs participating in recent Celent research citing plans to replace their policy administration systems. Weber noted that there has been continued focus and investment, particularly in the last three years, by software and technology vendors to offer modern, rules-based, configurable policy administration solutions. He added that these solutions are continuing to evolve with the ongoing aim of helping carriers rapidly meet shifting business needs--whether it is to launch new products to market faster than the competition, adapt existing products to meet shifting consumer and /or regulatory demands, or to exit unprofitable markets. He closed by noting the top four trends for policy administration either in the process of being adopted today or on the not-so-distant horizon for the future: Underwriting and service desktops New business automation Convergence of ultra-configurable and domain content-rich systems Better usability and screen design Mitigating the Risk When Making the Decision to Modernize Third-party analyst research from advisory firms like Celent was a key part of the due diligence process for Fidelity as it sought a replacement for its legacy policy administration system back in 2005, according to Vancheri. The company's business opportunities were outrunning system capability. Its legacy system had not been upgraded in several years and was deficient from a functionality and currency standpoint. This was constraining the carrier's ability to rapidly configure and bring new and complex products to market. The company sought a new, modern policy administration system, one that would enable it to keep pace with rapid and often unexpected industry changes and ahead of the competition. A cross-functional team that included representatives from finance, actuarial, operations, client services and IT conducted an extensive selection process. This process included deep documentation review, pilot evaluations, demonstrations of required functionality and complex problem-solving, infrastructure integration capability, and the ability to meet the company's desired cost model. The company ultimately selected an adaptive policy administration system that met its requirements to: Deliver ease of use - eliminating paper and rework, while easing the burden on representatives to sell and service annuities Provide customer parity - offering Web-based capabilities in alignment with the company's focus on delivering a consistent customer experience across its business Deliver scalability, efficiency - enabling automation, while simplifying and standardizing systems across its technology stack Offer desired functionality - supporting Fidelity's product configuration / rules management philosophy, focus on customer service and technology upgrade requirements Meet cost requirements - including implementation, professional services and licenses fees and ongoing maintenance Deliver upon business requirements - enabling the ability to drive time to market for new products and flexibility to make changes Best Practices for Addressing Implementation Challenges Based upon lessons learned during the company's implementation, Vancheri advised carriers to evaluate staffing capabilities and cultural impacts, review business requirements to avoid rebuilding legacy processes, factor in dependent systems, and review policies and practices to secure customer data. His formula for success: upfront planning + clear requirements = precision execution. Achieving a Return on Investment Vancheri said the decision to replace their legacy policy administration system and deploy a modern, rules-based system--before the economic downturn occurred--has been integral in helping the company adapt to shifting market conditions, while enabling growth in its direct channel sales of variable annuities. Since deploying its new policy admin system, the company has reduced its average time to market for new products from 12-15 months to 4.5 months. The company has since migrated its other products to the new system and retired its legacy system, significantly decreasing its overall product development cycle. From a processing standpoint Vancheri noted the company has achieved gains in automation, information, and ease of use, resulting in improved real-time data edits, controls for better quality, and tax handling capability. Plus, with by having only one platform to manage, the company has simplified its IT environment and is well positioned to deliver system enhancements for greater efficiencies. Commitment to Continuing the Investment In the short and longer term future Vancheri said the company plans to enhance business functionality to support money movement, wire automation, divorce processing on payout contracts and cost-based tracking improvements. It also plans to continue system upgrades to remain current as well as focus on further reducing cycle time, driving down maintenance costs, and integrating with other products. Helen Pitts is senior product marketing manager for Oracle Insurance focused on life/annuities and enterprise document automation.

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  • Removing Duplicate Data From SQL Query Output For Display On A Web Page [migrated]

    - by doubleJ
    I had asked a similar question on stackoverflow but didn't really get anywhere. This page shows the output that I'm currently getting from my MSSQL server. I have a table of venue information (name, address, etc...) that our events happen on. Separately, I have a table of the actual events that are scheduled (an event may happen multiple times in one day and/or over multiple days). I join those tables with this query: <?php try { $dbh = new PDO("sqlsrv:Server=localhost;Database=Sermons", "", ""); $dbh->setAttribute(PDO::ATTR_ERRMODE, PDO::ERRMODE_EXCEPTION); $sql = "SELECT TOP (100) PERCENT dbo.TblSermon.Day, dbo.TblSermon.Date, dbo.TblSermon.Time, dbo.TblSermon.Speaker, dbo.TblSermon.Series, dbo.TblSermon.Sarasota, dbo.TblSermon.NonFlc, dbo.TblJoinSermonLocation.MeetingName, dbo.TblLocation.Location, dbo.TblLocation.Pastors, dbo.TblLocation.Address, dbo.TblLocation.City, dbo.TblLocation.State, dbo.TblLocation.Zip, dbo.TblLocation.Country, dbo.TblLocation.Phone, dbo.TblLocation.Email, dbo.TblLocation.WebAddress FROM dbo.TblLocation RIGHT OUTER JOIN dbo.TblJoinSermonLocation ON dbo.TblLocation.ID = dbo.TblJoinSermonLocation.Location RIGHT OUTER JOIN dbo.TblSermon ON dbo.TblJoinSermonLocation.Sermon = dbo.TblSermon.ID WHERE (dbo.TblSermon.Date >= { fn NOW() }) ORDER BY dbo.TblSermon.Date, dbo.TblSermon.Time"; $stmt = $dbh->prepare($sql); $stmt->execute(); $stmt->setFetchMode(PDO::FETCH_ASSOC); foreach ($stmt as $row) { echo "<pre>"; print_r($row); echo "</pre>"; } unset($row); $dbh = null; } catch(PDOException $e) { echo $e->getMessage(); } ?> So, as it loops through the query results, it creates an array for each record and ends up like this: Array ( [Day] => Tuesday [Date] => 2012-10-30 00:00:00.000 [Time] => 07:00 PM [Speaker] => Keith Moore [Location] => The Ark Church [Pastors] => Alan & Joy Clayton [Address] => 450 Humble Tank Rd. [City] => Conroe [State] => TX [Zip] => 77305.0 [Phone] => (936) 756-1988 [Email] => [email protected] [WebAddress] => http://www.thearkchurch.org ) Array ( [Day] => Wednesday [Date] => 2012-10-31 00:00:00.000 [Time] => 07:00 PM [Speaker] => Keith Moore [Location] => The Ark Church [Pastors] => Alan & Joy Clayton [Address] => 450 Humble Tank Rd. [City] => Conroe [State] => TX [Zip] => 77305.0 [Phone] => (936) 756-1988 [Email] => [email protected] [WebAddress] => http://www.thearkchurch.org ) Array ( [Day] => Tuesday [Date] => 2012-11-06 00:00:00.000 [Time] => 07:00 PM [Speaker] => Keith Moore [Location] => Fellowship Of Faith Christian Center [Pastors] => Michael & Joan Kalstrup [Address] => 18999 Hwy. 59 [City] => Oakland [State] => IA [Zip] => 51560.0 [Phone] => (712) 482-3455 [Email] => [email protected] [WebAddress] => http://www.fellowshipoffaith.cc ) Array ( [Day] => Wednesday [Date] => 2012-11-14 00:00:00.000 [Time] => 07:00 PM [Speaker] => Keith Moore [Location] => Faith Family Church [Pastors] => Michael & Barbara Cameneti [Address] => 8200 Freedom Ave NW [City] => Canton [State] => OH [Zip] => 44720.0 [Phone] => (330) 492-0925 [Email] => [WebAddress] => http://www.myfaithfamily.com ) As you can see, The Ark Church and its associated contact information is duplicated, so when I work with those arrays and output them to the page, I see a bunch of duplicate content. I'd like to remove the duplicate information so that I get results similar to this: The Ark Church Alan & Joy Clayton 450 Humble Tank Rd. Conroe, TX 77305 (936) 756-1988 [email protected] http://www.thearkchurch.org Meetings: Tuesday, 2012-10-30 07:00 PM Wednesday, 2012-10-31 07:00 PM Fellowship Of Faith Christian Center Michael & Joan Kalstrup 18999 Hwy. 59 Oakland, IA 51560 (712) 482-3455 [email protected] http://www.fellowshipoffaith.cc Meetings: Tuesday, 2012-11-06 07:00 PM Faith Family Church Michael & Barbara Cameneti 8200 Freedom Ave NW Canton, OH 44720 (330) 492-0925 http://www.myfaithfamily.com Meetings: Wednesday, 2012-11-14 07:00 PM It doesn't necessarily have to end up like that (I'm not looking for code specific for these results, but a concept of how to not show the duplicated information). I'm assuming that an additional foreach or while will do it, but I haven't figured out any logic that says <?php if ($location == $previouslocation) echo ""; ?>.

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  • Goto for the Java Programming Language

    - by darcy
    Work on JDK 8 is well-underway, but we thought this late-breaking JEP for another language change for the platform couldn't wait another day before being published. Title: Goto for the Java Programming Language Author: Joseph D. Darcy Organization: Oracle. Created: 2012/04/01 Type: Feature State: Funded Exposure: Open Component: core/lang Scope: SE JSR: 901 MR Discussion: compiler dash dev at openjdk dot java dot net Start: 2012/Q2 Effort: XS Duration: S Template: 1.0 Reviewed-by: Duke Endorsed-by: Edsger Dijkstra Funded-by: Blue Sun Corporation Summary Provide the benefits of the time-testing goto control structure to Java programs. The Java language has a history of adding new control structures over time, the assert statement in 1.4, the enhanced for-loop in 1.5,and try-with-resources in 7. Having support for goto is long-overdue and simple to implement since the JVM already has goto instructions. Success Metrics The goto statement will allow inefficient and verbose recursive algorithms and explicit loops to be replaced with more compact code. The effort will be a success if at least twenty five percent of the JDK's explicit loops are replaced with goto's. Coordination with IDE vendors is expected to help facilitate this goal. Motivation The goto construct offers numerous benefits to the Java platform, from increased expressiveness, to more compact code, to providing new programming paradigms to appeal to a broader demographic. In JDK 8, there is a renewed focus on using the Java platform on embedded devices with more modest resources than desktop or server environments. In such contexts, static and dynamic memory footprint is a concern. One significant component of footprint is the code attribute of class files and certain classes of important algorithms can be expressed more compactly using goto than using other constructs, saving footprint. For example, to implement state machines recursively, some parties have asked for the JVM to support tail calls, that is, to perform a complex transformation with security implications to turn a method call into a goto. Such complicated machinery should not be assumed for an embedded context. A better solution is just to expose to the programmer the desired functionality, goto. The web has familiarized users with a model of traversing links among different HTML pages in a free-form fashion with some state being maintained on the side, such as login credentials, to effect behavior. This is exactly the programming model of goto and code. While in the past this has been derided as leading to "spaghetti code," spaghetti is a tasty and nutritious meal for programmers, unlike quiche. The invokedynamic instruction added by JSR 292 exposes the JVM's linkage operation to programmers. This is a low-level operation that can be leveraged by sophisticated programmers. Likewise, goto is a also a low-level operation that should not be hidden from programmers who can use more efficient idioms. Some may object that goto was consciously excluded from the original design of Java as one of the removed feature from C and C++. However, the designers of the Java programming languages have revisited these removals before. The enum construct was also left out only to be added in JDK 5 and multiple inheritance was left out, only to be added back by the virtual extension method methods of Project Lambda. As a living language, the needs of the growing Java community today should be used to judge what features are needed in the platform tomorrow; the language should not be forever bound by the decisions of the past. Description From its initial version, the JVM has had two instructions for unconditional transfer of control within a method, goto (0xa7) and goto_w (0xc8). The goto_w instruction is used for larger jumps. All versions of the Java language have supported labeled statements; however, only the break and continue statements were able to specify a particular label as a target with the onerous restriction that the label must be lexically enclosing. The grammar addition for the goto statement is: GotoStatement: goto Identifier ; The new goto statement similar to break except that the target label can be anywhere inside the method and the identifier is mandatory. The compiler simply translates the goto statement into one of the JVM goto instructions targeting the right offset in the method. Therefore, adding the goto statement to the platform is only a small effort since existing compiler and JVM functionality is reused. Other language changes to support goto include obvious updates to definite assignment analysis, reachability analysis, and exception analysis. Possible future extensions include a computed goto as found in gcc, which would replace the identifier in the goto statement with an expression having the type of a label. Testing Since goto will be implemented using largely existing facilities, only light levels of testing are needed. Impact Compatibility: Since goto is already a keyword, there are no source compatibility implications. Performance/scalability: Performance will improve with more compact code. JVMs already need to handle irreducible flow graphs since goto is a VM instruction.

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  • How to get paid and figure out if I want to keep this client [migrated]

    - by Heiner Fawkes
    I have a client who is not paying on time, but it looks like the specifics don't match similar questions on this SE site. I got a call from a client I did website work for years ago. I had not done this kind of work for many years and frankly I'm not sure I want to now, but nevertheless about a month ago I agreed to bring his website, SEO, social media, and overall marketing for his small business up to speed. Why? He has told me many times how I'm the most honest, most well-informed contractor he's had experience with. And I personally kind of like him too. So I started working on an hourly basis. I sent one very small invoice and got paid. Then we talked a whole lot about all sorts of feature he would like me to implement. I started that work, and sent a second invoice on the first of the month (one of my two stated billing days). I didn't get paid. On every invoice it states that I charge a whopping ten percent per week late. I sent many voicemails and emails asking to please let me know what's going on with payment, and didn't get replies. Then the 15th of the month rolled around (which I stated initially as one of my invoicing dates). Since I hadn't been paid for the last invoice, I simply didn't send him an invoice at that time but emailed him and said that I will combine it with the next scheduled invoice for this reason (probably a bad idea I realize). Eventually he sent a portion of the invoice payment. I emailed back to let him know that he's three weeks late and what the remaining balance is. Finally we got in touch via phone. He basically told me that he thought I hadn't done all of the work I said I did. He looked at the page source code and it didn't look complete to him. I explained why his perception would be different and what work I had done as specified. He accepted this and said that part of the reason he didn't pay in full is that he's been swamped with personal family stuff, and part of the reason is that he didn't think I did all the work. That struck me as pretty weird. He also expressed concern that he has no idea now how much all the changes he has asked for are going to cost. And once again, he told me how honest and high-quality my services are compared to others he has dealt with. He also said he would pay me more (but not all) of the now three weeks overdue invoice that day. I didn't receive any payment. Basically this is how the client relationship strikes me: He's not good at communication. He's very busy and English isn't his first language. He almost never replies to emails but phone calls are fine. He's asked me to avoid emails for communication and I've asked him to please use email. He might not have enough money to afford all the things he has asked for. But so far I have been working for an hourly fee (which is quite high). He also has started paying monthly for hosting and social media services from me. What seems very abnormal is for a client to be so overdue on payments and to actually withhold payment of an invoice without any communication because he didn't think the work was done. I told him that I will send dollar estimates of each module of remaining work so that we can decide which ones are the highest priority if he cannot afford them all. I also reiterated that in the future if he has doubts about the work or an inability to pay, he must contact me immediately to say so. I basically plan to state the following to him: I would like to work for him and help his business. I also have sympathy for his recent family difficulties. I am happy to figure out payment plans that would work better for him, but first I need to be paid in full for all outstanding invoices, especially given that I skipped one of them just to be nice. The most crucial thing I need is communication about any problems with my work or his ability to pay. Once again, he heeds to pay in full immediately before we negotiate anything else. Does the above seem like an appropriate communication? Is anything missing from it? Is anything I'm doing here really abnormal?

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  • Highlights from the Oracle Customer Experience Summit @ OpenWorld

    - by Kathryn Perry
    A guest post by David Vap, Group Vice President, Oracle Applications Product Development The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. From left to right: Brian Curran, John Kembel, Seth Godin, and George Kembel The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David VapGroup Vice PresidentOracle Applications Product Development

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  • Oracle RightNow CX for Good Customer Experiences

    - by Andreea Vaduva
    Oracle RightNow CX is all about the customer experience, it’s about understanding what drives a good interaction and it’s about delivering a solution which works for our customers and by extension, their customers. One of the early guiding principles of Oracle RightNow was an 8-point strategy to providing good customer experiences. Establish a knowledge foundation Empowering the customer Empower employees Offer multi-channel choice Listen to the customer Design seamless experiences Engage proactively Measure and improve continuously The application suite provides all of the tools necessary to deliver a rewarding, repeatable and measurable relationship between business and customer. The Knowledge Authoring tool provides gap analysis, WYSIWIG editing (and includes HTML rich content for non-developers), multi-level categorisation, permission based publishing and Web self-service publishing. Oracle RightNow Customer Portal, is a complete web application framework that enables businesses to control their own end-user page branding experience, which in turn will allow customers to self-serve. The Contact Centre Experience Designer builds a combination of workspaces, agent scripting and guided assistances into a Desktop Workflow. These present an agent with the tools they need, at the time they need them, providing even the newest and least experienced advisors with consistently accurate and efficient information, whilst guiding them through the complexities of internal business processes. Oracle RightNow provides access points for customers to feedback about specific knowledge articles or about the support site in general. The system will generate ‘incidents’ based on the scoring of the comments submitted. This makes it easy to view and respond to customer feedback. It is vital, more now than ever, not to under-estimate the power of the social web – Facebook, Twitter, YouTube – they have the ability to cause untold amounts of damage to businesses with a single post – witness musician Dave Carroll and his protest song on YouTube, posted in response to poor customer services from an American airline. The first day saw 150,000 views and is currently at 12,011,375. The Times reported that within 4 days of the post, the airline’s stock price fell by 10 percent, which represented a cost to shareholders of $180 million dollars. It is a universally acknowledged fact, that when customers are unhappy, they will not come back, and, generally speaking, it only takes one bad experience to lose a customer. The idea that customer loyalty can be regained by using social media channels was the subject of a 2011 Survey commissioned by RightNow and conducted by Harris Interactive. The survey discovered that 68% of customers who posted a negative review about a holiday on a social networking site received a response from the business. It further found that 33% subsequently posted a positive review and 34% removed the original negative review. Cloud Monitor provides the perfect mechanism for seeing what is being said about a business on public Facebook pages, Twitter or YouTube posts; it allows agents to respond proactively – either by creating an Oracle RightNow incident or by using the same channel as the original post. This leaves step 8 – Measuring and Improving: How does a business know whether it’s doing the right thing? How does it know if its customers are happy? How does it know if its staff are being productive? How does it know if its staff are being effective? Cue Oracle RightNow Analytics – fully integrated across the entire platform – Service, Marketing and Sales – there are in excess of 800 standard reports. If this were not enough, a large proportion of the database has been made available via the administration console, allowing users without any prior database experience to write their own reports, format them and schedule them for e-mail delivery to a distribution list. It handles the complexities of table joins, and allows for the manipulation of data with ease. Oracle RightNow believes strongly in the customer owning their solution, and to provide the best foundation for success, Oracle University can give you the RightNow knowledge and skills you need. This is a selection of the courses offered: RightNow Customer Service Administration Rel 12.02 (3 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course familiarises users with the tasks and concepts needed to configure and maintain their system. RightNow Customer Portal Designer and Contact Center Experience Designer Administration Rel 12.02 (2 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course introduces basic CP structure and how to make changes to the look, feel and behaviour of their self-service pages RightNow Analytics Rel 12.02 (2 days) Available as In Class, Live Virtual Class and Training On Demand (Release 11.11 is available as In Class and Live Virtual Class) This course equips users with the skills necessary to understand data supplied by standard reports and to create custom reports RightNow Integration and Customization For Developers Rel 12.02 (5-days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course is for experienced web developers and offers an introduction to Add-In development using the Desktop Add-In Framework and introduces the core knowledge that developers need to begin integrating Oracle RightNow CX with other systems A full list of courses offered can be found on the Oracle University website. For more information and course dates please get in contact with your local Oracle University team. On top of the Service components, the suite also provides marketing tools, complex survey creation and tracking and sales functionality. I’m a fan of the application, and I think I’ve made that clear: It’s completely geared up to providing customers with support at point of need. It can be configured to meet even the most stringent of business requirements. Oracle RightNow is passionate about, and committed to, providing the best customer experience possible. Oracle RightNow CX is the application that makes it possible. About the Author: Sarah Anderson worked for RightNow for 4 years in both in both a consulting and training delivery capacity. She is now a Senior Instructor with Oracle University, delivering the following Oracle RightNow courses: RightNow Customer Service Administration RightNow Analytics RightNow Customer Portal Designer and Contact Center Experience Designer Administration RightNow Marketing and Feedback

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  • Highlights from the Oracle Customer Experience Summit @ OpenWorld

    - by Richard Lefebvre
    The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David Vap Group Vice President Oracle Applications Product Development

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