Some Field Capabilities:

• Fields: A field is the central object in Gleaner. A field holds the statistical data you wish to use. That is, it holds the number, string, or message that is being gleaned from your systems. This information is what is displayed, analyzed, and/or, acted on by gleaner. An example of a field is Calls In Queue (CIQ). When it is stated like this, it is usually a field CLASS, that is, we know it will display the number of calls in queue for a given split, ACD group, or Skill group, but we have actually said which queue or group it will glean the CIQ number for. Though this is specifically referred to as a field CLASS, unless you are a programmer it is more convenient to simply refer to it as a field. A field holds a lot of information that gleaner uses to find the proper number to fill it with. For the most part it's ok for a regular user to ignore this information. Just knowing there's a lot more to a field than just the value it holds is enough.
  
  
  1. A single field "instance" may get its data from multiple sources, by different scripts. Since the data is formatted differently from each source, each source may have a different parser.

   

  
  
  
• Class: A class of something is a generalized version of it. You make instances of it by filling in the blanks (called parameters) it needs to do its job. For example, a field class (which is normally just referred to as a "field") will produce a field INSTANCE when the user places it on a layout and tells it which group ("Sales", "Collections", "Support", might be some examples) to get the Calls In Queue number from.
  
  
  2. A single field "Class" may produce instances that get their data from different sources, which may have different or identical data formats.

  
  
  
• Instance: An instance of something is created whenever the user selects it and supplies information to make it specific. For example, when a user selects a field and places it on a layout, s/he has created an instance of that field. S/he has already told it where it should display (which layout). Other information about what system to get the field from is automatically provided by the layout, but can be overridden by the operator if s/he chooses. Other information, such as the queue or group who's CIQ is to be reported can be supplied as well.
  
  
• Source: A source is the actual system where data is gleaned. A source will be of a particular "type" or "brand", such as Lucent CMS, WWW, or Rockwell. Multiple connections can be made into a source, such as over telnet, serial ports, the web, or ODBC.
  
  
• Connection: A connection is a path into a source. Sometimes there is only a single connection into a source but there may often be many. Connections include a way to "log on" to systems that require it, and handle all the password encryption and administration required to keep the system secure. If there is a modem or proxy server between the source and Gleaner, the information needed to negotiate these are handled by the connection. Scripts may be limited to only running on certain connections into a source. This allows users to set up connections for slow data, like histories, and long reports while maintaining separate connections for gleaning fast, real-time data. This also permits different types of connections into the same system, for example Calls In Queue might be gleaned using telnet, ODBC, or Symposium when it is sourced to a particular Nortel system depending on which connection is least busy at the time.
  
  
• Layout: A layout is a place where the fields, along with header information is formatted for display. It is NOT the actual display. A layout can be "connected" to a "display" of various types. A display can be many things, such as

   

  • A "pop-up" window on an agent's or group of agents' terminals
  • A table on a web page of the company internet or intranet site
  • A pager on the belt of a support person
  • A readerboard sign hanging on the wall
  • An email sent to an agent, support person, or even a customer if you wish.
  • An XML feed on the Web or on an intranet site
  
  
  
• Composite Fields and Other Capabilities: In addition, fields may be made up of other fields (called a composite field). Composite fields permit simple calculations and logic opperations to be performed on a set of fields producing a new value for which actions may be specified. There are other field capabilities as well.

   

  
  
  3. Capability 1 and 2 may be combined so a field CLASS may produce an instance that can get its data from varied sources. Each set of sources and formats being determined by what sources are defined in the field-instance parameter.

   

  4. Field instances may hold an array of occurrences from the data-set produced by the script. when displayed as a single field the "top" (usually the first occurrence found) result is displayed. Special "column" layouts allow all or part of the fields from these sets to be displayed.
  
  
  
• Actions: Actions are based on field values (including composite fields) and can be many things including
  1. The number changes color or flashes on any displays it may be visible on.
  2. An email is sent to a specific recipient or recipient list.
  3. A particular pager or group of pagers is activated.
  4. A pop-up window with a message is displayed on a particular user's computer screeen.
  5. A scrolling message (called a "marquee" is displayed on a wall sign or on a set of screen windows.
  6. A graphical image is displayed or changed.
  7. A phone number is dialed and a recorded message is played when the callee picks up.
  The image change can be changes in charts and graphs based on field values or it might be other types of changes such as a smiley face that changes expression based on the field's value.

There are many ways we acheive this commitment to you. For those who are experienced with systems installation, and development we provide HTML help pages for installation as well as more advanced administration and system customization tasks. We offer email, forum, and FAQ support with quick turnarounds as well.

If you don't have experienced IT people or you would like more in depth support of your IT department during the initial stages of product installation and employee acclimation we are ready to help with on-site and off-site consulting, installation, and training services at surprisingly reasonable costs. We recommended this approach in most cases for all but the most basic of Creativyst^® Gleaner installations.

Because Creativyst^® Gleaner is a real-time data aquasition system, it requires a server component to be connected to the systems it is monitoring. The more direct this connection is, the faster and more securely the statistics will be updated. For these reasons we don't recommend or offer an ASP version. However, there are many web based components and we will be happy to help you run these, on your servers or remotely as each situation requires.

How else can we help? Not a process, an attitude.

Keep in mind however, when you purchase Creativyst^® Gleaner for anything but the most basic installations, there could be other expenses not reflected in the price.

• Cost of wall displays as well as
  • extra network or serial cabling runs to connect wall displays
  • extra power cabling to support wall displays
  • There is a one time "per-display" licensing fee for each wall hanging display that was not purchased from Creativyst. This fee is waived for any wall displays purchased more than 12 months before purchasing Creativyst™ Gleaner.
• Cost of any extra computing equipment and opperating systems if none are in place to run the application.
• Cost of employee training and lost productivity during training.
• Cost of consulting and installation services needed to make connections to proprietary and/or legacy systems.

• Note: License support includes:
  • Immediate download of the software for licensed use.
  • Download updates as they are released for the next year.
  • Full online support (forums and email - usually within hours)

1. Embrace bleeding-edge technology that may very well be un-supported in five to ten years.
2. Fear making the first mistake so much that they spend their systems budget on obsolete (i.e. "un-competitive") technologies.