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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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  • SSIS Reporting Pack v0.4 – Execution Report updated

    - by jamiet
    SSIS Reporting Pack is a suite of reports that I maintain at http://ssisreportingpack.codeplex.com/ that provide visualisation over the SSIS Catalog in SQL Server 2012 and attempt to add value over the reports that ship in the box. Work on the reports has stalled (my last SSIS Reporting Pack blog post was on 4th September 2011) as I’ve had rather more important things going on my life of late however I have recently checked-in a fix that couldn’t really be delayed. I discovered a problem with the Execution report that was causing the report to effectively hang, it was caused by this bit of SQL hidden away in the report definition: [generated_executables] AS (   SELECT  [new_executable].[execution_path],[new_executable].[parent_execution_path]   FROM    (           SELECT  [execution_path] = SUBSTRING([loop_iteration].[execution_path] ,1, [loop_iteration].length_exec_path - [loop_iteration].[char_index_close_square] + 1)           ,       [parent_execution_path] = SUBSTRING([loop_iteration].[execution_path] ,1, [loop_iteration].length_exec_path - [loop_iteration].[char_index_open_square])           FROM    (                   SELECT  [execution_path]                   ,       [char_index_open_square] = CHARINDEX('[',REVERSE([execution_path]),1)                   ,       [char_index_close_square] = CHARINDEX(']',REVERSE([execution_path]),1)                   ,       [length_exec_path] = LEN([execution_path])                   FROM    [exec_stats] es                   WHERE   execution_path LIKE '%\[%]%'  ESCAPE '\'                   )AS [loop_iteration]           ) AS [new_executable]   GROUP   BY [new_executable].[execution_path],[new_executable].[parent_execution_path]) It was there because SSIS does not currently treat a loop iteration as an executable yet I figured there was still value in being able to view it as such – this SQL essentially “invents” new executables for those loop iterations; its what enabled the following visualisation: where each of the three iterations of a For Each Loop called “FEL Loop over top performing regions” appear in the report. Unfortunately, as I alluded, this could under certain circumstances (most likely when there were many loop iterations) cause the report to hang as it waited for the results to be constructed and returned. The change that I have made eradicates this generation of “fake” executables and thus produces this visualisation instead: Notice that the three “children” of the For Each Loop are no longer the three iterations but actually the task (“EPT Call Data Export Package”) contained within that For Each Loop. The problem here is of course that there is no longer a visual distinction between those three iterations; I have instead made the full execution path viewable via a tooltip:   If you preferred the “old” way of presenting this information and are happy to put up with the performance degradation then I have kept the old version of the report hanging around in the reporting pack as “execution loop with iterations” however none of the other reports link to it so you will have to browse to it manually if you want to use it. Please let me know if you ARE using it – I would be very interested to hear about your experiences.   The last change to make you aware of in the execution report is that by default I no longer show OnPreValidate or OnPostValidate messages as I consider them to be superfluous and only serve to clutter up the results. If you want to put them back, well, its open source so go right ahead!   The latest release of SSIS Reporting Pack that contains all of these changes is v0.4 and can be downloaded from http://ssisreportingpack.codeplex.com/releases/view/88178   Feedback on all of the above changes would be very much appreciated. @Jamiet

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  • SSIS Reporting Pack v0.4 – Execution Report updated

    - by jamiet
    SSIS Reporting Pack is a suite of reports that I maintain at http://ssisreportingpack.codeplex.com/ that provide visualisation over the SSIS Catalog in SQL Server 2012 and attempt to add value over the reports that ship in the box. Work on the reports has stalled (my last SSIS Reporting Pack blog post was on 4th September 2011) as I’ve had rather more important things going on my life of late however I have recently checked-in a fix that couldn’t really be delayed. I discovered a problem with the Execution report that was causing the report to effectively hang, it was caused by this bit of SQL hidden away in the report definition: [generated_executables] AS (   SELECT  [new_executable].[execution_path],[new_executable].[parent_execution_path]   FROM    (           SELECT  [execution_path] = SUBSTRING([loop_iteration].[execution_path] ,1, [loop_iteration].length_exec_path - [loop_iteration].[char_index_close_square] + 1)           ,       [parent_execution_path] = SUBSTRING([loop_iteration].[execution_path] ,1, [loop_iteration].length_exec_path - [loop_iteration].[char_index_open_square])           FROM    (                   SELECT  [execution_path]                   ,       [char_index_open_square] = CHARINDEX('[',REVERSE([execution_path]),1)                   ,       [char_index_close_square] = CHARINDEX(']',REVERSE([execution_path]),1)                   ,       [length_exec_path] = LEN([execution_path])                   FROM    [exec_stats] es                   WHERE   execution_path LIKE '%\[%]%'  ESCAPE '\'                   )AS [loop_iteration]           ) AS [new_executable]   GROUP   BY [new_executable].[execution_path],[new_executable].[parent_execution_path]) It was there because SSIS does not currently treat a loop iteration as an executable yet I figured there was still value in being able to view it as such – this SQL essentially “invents” new executables for those loop iterations; its what enabled the following visualisation: where each of the three iterations of a For Each Loop called “FEL Loop over top performing regions” appear in the report. Unfortunately, as I alluded, this could under certain circumstances (most likely when there were many loop iterations) cause the report to hang as it waited for the results to be constructed and returned. The change that I have made eradicates this generation of “fake” executables and thus produces this visualisation instead: Notice that the three “children” of the For Each Loop are no longer the three iterations but actually the task (“EPT Call Data Export Package”) contained within that For Each Loop. The problem here is of course that there is no longer a visual distinction between those three iterations; I have instead made the full execution path viewable via a tooltip:   If you preferred the “old” way of presenting this information and are happy to put up with the performance degradation then I have kept the old version of the report hanging around in the reporting pack as “execution loop with iterations” however none of the other reports link to it so you will have to browse to it manually if you want to use it. Please let me know if you ARE using it – I would be very interested to hear about your experiences.   The last change to make you aware of in the execution report is that by default I no longer show OnPreValidate or OnPostValidate messages as I consider them to be superfluous and only serve to clutter up the results. If you want to put them back, well, its open source so go right ahead!   The latest release of SSIS Reporting Pack that contains all of these changes is v0.4 and can be downloaded from http://ssisreportingpack.codeplex.com/releases/view/88178   Feedback on all of the above changes would be very much appreciated. @Jamiet

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  • Lack of Transparency in the Supply Chain Results in Inconsistent Reporting on Conflict Minerals

    - by Terri Hiskey
    May 31, 2014 was the official deadline for U.S.-listed companies to disclose use of conflict minerals to the SEC. Of the estimated 6,000 companies that were required to file audits of their tin, gold, tungsten or tantalum in their products, only 1,300 filed reports, and these results have revealed the ongoing challenges that many manufacturers are having complying with this legislation. An article authored by IDC analyst Heather Ashton,"Conflict Minerals Reporting Passes a Notable Milestone" notes that many leading companies such as Intel, Apple and HP filed their reports ahead of the deadline, but other companies are struggling with trying to trace their supply chain back to raw materials, especially as many non-U.S. based suppliers have no legal requirement to comply with the law since they are not U.S.-listed companies. This has resulted in widely varying levels of reporting from company to company. Check out the full article here. Are your customers experiencing the same pains?

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  • Java or C# for a PL/SQL Developer

    - by OracleDeveloper
    Hello, Can you Please suggest as what should be my next carrer move , I am an Oracle Developer , I worked in Forms and reports and know good PL/SQL and SQL. Now , I am thinking to learn new technology as there no jobs in PL/SQL alone and Oracle front-end Forms and reports are on the verge of extinction. The issue is that I have with Java is its HUGE and I need to learn a lot many other technologies as well ( struts , hibernate , spring etc ) in addtion to adv java and Java EE coming. I am think as which technology can give with edge , with PL/SQL and Oracle ... Thank you.

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  • Webcast - C-level Perspectives on How HR Can Take on a Bigger Role in Strategic Planning

    - by Scott Ewart
    The Economist Intelligence Unit (EIU), on behalf of IBM and Oracle, recently surveyed a number of C-level executives in North America and Western Europe to understand how HR can take on a bigger role in driving growth. The resulting reports highlight the actions senior HR leaders can take to place themselves at the heart of the debate on a company's strategic direction.In this session, IBM and Oracle HCM specialists will review the findings of the EIU research reports and provide guidance on how technology innovation can help to align talent strategies with long term business goals. Participants will gain an understanding of the following: Results of the Economist Intelligence Unit study around "Executive Perceptions of the HR Function" Differences in perspective between CEOs and CFOs Identify how the HR professional can take a bigger role in driving business growth Join us on Thursday, October 25 for a live webcast. Speakers:Gina Wells Global Oracle HCM LeaderIBM Global Business Services Michelle NewellSenior Director, HCM Applications MarketingOracle Register Here For the Webcast on Thursday, October 25.

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  • Links shortener with advanced reporting?

    - by Qualcuno
    I am serching for a script (preferably in PHP) or an external solution which lets me create an "url shortener" with advanced reports. We have been using Google Short Links for a while: it works really well, but it lacks reporting (it only displays a counter with the total number of redirects). Our setup is as follows: "go.mydomain.com" points to the web service, and we can create links such as "go.mydomain.com/product1". What I'm looking for is a similar service (or self-hosted solution) but with advanced reports, so we can track redirects by day, month, etc, distinguish between mobile and desktop users (very important!) and so on.

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  • Google Analytics Dashboard: week-by-week view

    - by Silver Dragon
    Setting up Google Analytics Dashboard allows webmasters to get a weekly progress report of marketing achievements & keep a finger on what's going on at web properties. However, by default, the dashboard always displays a day-by-day report, which isn't actionable in markets, where meaningful improvements happen on a week-by-week, or month-over-month basis. Is there any way the default view (and reports sent out via email) can be set to display week-level resolution, as opposed to day-level resolution? (ie, repro: analytics - site - Standard reports - audience - overview - right side of the window, click "weeK") Many thanks!

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  • Application Composer: Exposing Your Customizations in BI Analytics and Reporting

    - by Richard Bingham
    Introduction This article explains in simple terms how to ensure the customizations and extensions you have made to your Fusion Applications are available for use in reporting and analytics. It also includes four embedded demo videos from our YouTube channel (if they don't appear check the browser address bar for a blocking shield icon). If you are new to Business Intelligence consider first reviewing our getting started article, and you can read more about the topic of custom subject areas in the documentation book Extending Sales. There are essentially four sections to this post. First we look at how custom fields added to standard objects are made available for reporting. Secondly we look at creating custom subject areas on the standard objects. Next we consider reporting on custom objects, starting with simple standalone objects, then child custom objects, and finally custom objects with relationships. Finally this article reviews how flexfields are exposed for reporting. Whilst this article applies to both Cloud/SaaS and on-premises deployments, if you are an on-premises developer then you can also use the BI Administration Tool to customize your BI metadata repository (the RPD) and create new subject areas. Whilst this is not covered here you can read more in Chapter 8 of the Extensibility Guide for Developers. Custom Fields on Standard Objects If you add a custom field to your standard object then it's likely you'll want to include it in your reports. This is very simple, since all new fields are instantly available in the "[objectName] Extension" folder in existing subject areas. The following two minute video demonstrates this. Custom Subject Areas for Standard Objects You can create your own subject areas for use in analytics and reporting via Application Composer. An example use-case could be to simplify the seeded subject areas, since they sometimes contain complex data fields and internal values that could confuse business users. One thing to note is that you cannot create subject areas in a sandbox, as it is not supported by BI, so once your custom object is tested and complete you'll need to publish the sandbox before moving forwards. The subject area creation processes is essentially two-fold. Once the request is submitted the ADF artifacts are generated, then secondly the related metadata is sent to the BI presentation server API's to make the updates there. One thing to note is that this second step may take up to ten minutes to complete. Once finished the status of the custom subject area request should show as 'OK' and it is then ready for use. Within the creation processes wizard-like steps there are three concepts worth highlighting: Date Flattening - this feature permits the roll up of reports at various date levels, such as data by week, month, quarter, or year. You simply check the box to enable it for that date field. Measures - these are your own functions that you can build into the custom subject area. They are related to the field data type and include min-max for dates, and sum(), avg(), and count() for  numeric fields. Implicit Facts - used to make the BI metadata join between your object fields and the calculated measure fields. The advice is to choose the most frequently used measure to ensure consistency. This video shows a simple example, where a simplified subject area is created for the customer 'Contact' standard object, picking just a few fields upon which users can then create reports. Custom Objects Custom subject areas support three types of custom objects. First is a simple standalone custom object and for which the same process mentioned above applies. The next is a custom child object created on a standard object parent, and finally a custom object that is related to a parent object - usually through a dynamic choice list. Whilst the steps in each of these last two are mostly the same, there are differences in the way you choose the objects and their fields. This is illustrated in the videos below.The first video shows the process for creating a custom subject area for a simple standalone custom object. This second video demonstrates how to create custom subject areas for custom objects that are of parent:child type, as well as those those with dynamic-choice-list relationships. &lt;span id=&quot;XinhaEditingPostion&quot;&gt;&lt;/span&gt; Flexfields Dynamic and Extensible Flexfields satisfy a similar requirement as custom fields (for Application Composer), with flexfields common across the Fusion Financials, Supply Chain and Procurement, and HCM applications. The basic principle is when you enable and configure your flexfields, in the edit page under each segment region (for both global and context segments) there is a BI Enabled check box. Once this is checked and you've completed your configuration, you run the Scheduled Process job named 'Import Oracle Fusion Data Extensions for Transactional Business Intelligence' to generate and migrate the related BI artifacts and data. This applies for dynamic, key, and extensible flexfields. Of course there is more to consider in terms of how you wish your flexfields to be implemented and exposed in your reports, and details are given in Chapter 4 of the Extending Applications guide.

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  • Ubuntu 14.04 doesn't detect my discrete GPU

    - by user258887
    I recently purchased a laptop with an Nvidia GeForce 860m, and have installed Ubuntu 14.04. On my old laptop I had 12.04, which automatically filled Additional Drivers with Nvidia drivers. But on this computer, the only thing in Additional Drivers is Qualcomm. So I manually installed Nvidia, but X Server Settings doesn't seem to detect any GPU... lspci | grep VGA reports only my integrated Intel GPU, but lspci -v reports many things, including the Nvidia GPU: 01:00.0 3D controller: NVIDIA Corporation GM107M [GeForce GTX 860M] (rev a2) Subsystem: ASUSTeK Computer Inc. Device 157d Flags: fast devsel, IRQ 16 Memory at ec000000 (32-bit, non-prefetchable) [size=16M] Memory at c0000000 (64-bit, prefetchable) [size=256M] Memory at d0000000 (64-bit, prefetchable) [size=32M] I/O ports at e000 [size=128] Expansion ROM at ed000000 [disabled] [size=512K] Capabilities: access denied Don't know what any of that means. Not sure if it's supposed to say 'access denied'... I need my GPU to do CUDA and OpenGL programming. What else can I do to figure out why this isn't working?

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  • Independent sound device for headphones

    - by amfcosta
    I have an Asus K52Jc and in sound configuration there is no independent sound device for the headphones, and so there's no way to have independent volume for speakers and headphones. Is there a way to have independent devices? Or is this hardware specific? lshw reports that I have an "Intel 5 Series/3400 Series Chipset High Definition Audio". aplay -l reports: placa 0: Intel [HDA Intel], dispositivo 0: CONEXANT Analog [CONEXANT Analog] Subdispositivos: 1/1 Subdispositivo #0: subdevice #0 placa 0: Intel [HDA Intel], dispositivo 3: HDMI 0 [HDMI 0] Subdispositivos: 1/1 Subdispositivo #0: subdevice #0

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  • Perform Better with Microsoft Project 2007 and Visio 2007. Now 20% OFF!

    To increase productivity, it is essential that your employees have easy access to productivity tools that make the best use of their resources. Microsoft Office Project 2007 and Microsoft Visio 2007 now work Better Together by: · Reducing repetitive tasks with diagrams that refresh automatically with Data Refresh and Data Connect · Tracking the source of issues quickly with the Track Drivers feature · Tracking budgets with the new Costs Resources field · Building ready-to-use reports with the Visual reports engine · Share and manage documents on collaborative workspaces with Windows SharePoint Services For a limited time, you can now license Microsoft Office Project 2007 system and Microsoft Office Visio 2007 system under the No Better Time offer at a 20% discount for Open Value and a 15% discount for Desktop SKUs. Hurry, there’s No Better Time for you to buy Microsoft Office Project 2007 and Microsoft Office Visio 2007. Click here to view the Terms and Conditions. span.fullpost {display:none;}

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  • Exadata - Following up on customer deployments

    - by Carlos M. Orozco -Oracle
    Over the last year or so I've been visiting customers who have had Exadata deployed and have been enjoying the benefits the platform has been providing. Benefits include greater performance, consolidating multiple databases, data compression and time to value improvements. Most often I hear my reports run faster. One hospitality company report times that used to take 3 hrs now run in 12 seconds. Another services company reported all their batch reports taking 11hrs now run in 38 mins. Also reported that their transactions post faster, and batch updates run faster. So what does that mean? For most of them it means that now they have a platform that can handle growth. Most are growing 15% organically, but I've also seen 40% growth thru acquisition. Exadata has been keeping up with the additional data demand by customers leveraging compression and the smart storage features.

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  • Where would you start if you were trying to solve this PDF classification problem?

    - by burtonic
    We are crawling and downloading lots of companies' PDFs and trying to pick out the ones that are Annual Reports. Such reports can be downloaded from most companies' investor-relations pages. The PDFs are scanned and the database is populated with, among other things, the: Title Contents (full text) Page count Word count Orientation First line Using this data we are checking for the obvious phrases such as: Annual report Financial statement Quarterly report Interim report Then recording the frequency of these phrases and others. So far we have around 350,000 PDFs to scan and a training set of 4,000 documents that have been manually classified as either a report or not. We are experimenting with a number of different approaches including Bayesian classifiers and weighting the different factors available. We are building the classifier in Ruby. My question is: if you were thinking about this problem, where would you start?

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