Friday, September 9, 2011

Thank You SaskEnergy for a Great IMtegrity Case Study

We'd like to send a special 'Thank You' to SaskEnergy for their help with our recent IMtegrity case study - focused on Sametime chat logging as well as Sametime charting and reporting. 

As a company, we know that IMtegrity is an excellent application and is a great fit for customers looking to log and archive Sametime chat conversations.  However, it's even more important when a customer uses their own words to express their experience with the product and their requirements. 

So, thank you SaskEnergy for an excellent case study on Instant IMtegrity and your selection of IMtegrity as your Sametime chat archiving application.  SaskEnergy is also an early adopter of Instant's Charting and Reporting suite for Sametime.

It was a pleasure working the entire team at SaskEnergy and we appreciate their support and encouragement.

Thursday, September 8, 2011

Queue Manager Charting Updates

Based on some recent customer deployments, we have added some features to our charting plaform and provided several new charts, and one new chart type, to our charting module for Queue Manager.  In summary, we have added the ability to:
  1. Capture and log usage metrics for both queues and experts
  2. New charts to view usage metrics for queues and experts
  3. A New chart type to layer 2 datasets in one chart
  4. Several new charts to display comparisons of various metrics within one chart

Since many of our customers deploy Queue Manager within a help desk environment, one customer requested mertics to determine  how long help desk experts spend in actual chat conversations with customers.  We have therefore added several new charts that will provide metrics on chat duration, and usage, for both experts and queues.

Here is a sample chart that demonstrates the chat duration for a collection of experts.  These new drill down enabled charts should provide a more detailed set of metrics on how long experts spend in actual chat conversations.

In addition to metrics on usage, we are providing the ability to compare 2 metrics within on a single chart.  For instance, display the total number of conversations for a queue as well as the percentage of inbound requests that were successfully answered (Total Requests v. % Answered).  We have added a new base chart type that will allow us to layer 2 data sets within one chart.

Here is an example of a chart that displays 2 sets of metrics

Queue Manager continues to gain great traction within environments that need a click to chat solution leveraging Lotus Sametime.  With these new metrics, and chart extensions, we continue to expand our help desk platform for Lotus Sametime environments.

Friday, September 2, 2011

Social Communities and Collisions of Culture

Like the phrase Web 2.0, the term Social is a loaded term with some room for interpretation.   In a world where everyone is tethered with an IP address at all times, it becomes relatively easy to communicate with anyone, anywhere, at any time.

In the old days, like the early 1990s (well, pre 1990), email was pretty standard, but it was typically transmitted over modems that connected to various service providers and then blasted out, and took in, the mail packages for that period.  In this semi-connected world, email made sense – and so did a plain old telephone call.  This is probably what we refer to as the early Internet era.

In the next transition, most companies became constantly tethered to a service provider and simultaneously deployed internal networks throughout their organization.  Here, the organization had a pretty stable collection of IP addresses, employees had internally assigned IP addresses, and folks could easily connect within, and across, organizations.  This may broadly defined the Internet boom and bubble of the late 90s – extending through web 2.0.

In this new phase, everyone is tethered with an IP address at all times.  Typically, most people have more than one IP address – one for work, one for a work phone, one for a personal phone, and one for their home.  My 8th grader has a phone that essentially provides him with an IP address at all times.  At most times during the day, most folks probably have at least two, or possibly three totally different IP addresses that they can use to communicate.  This tethering, and multi-tethering of IP addresses providing an inherently personal experience is what I consider social.

So, Social may be thought of a ubiquitous access to either one, or two, IP connections.  This connection, or collection of connections, provides access to both a personal community and a professional community – active and available at all times.  Applications are then pushed to various end-points (mobile, desktop, tablet, etc) to bridge these various social and personal communities.  Currently, this explosion seems have focused on connecting (or reconnecting) fundamentally personal relationships and personal communities (i.e. friends from high school, colleagues from previous companies, classmates).

It is interesting to imagine what happens when we experience a collision of these various communities and networks – read differently, a collision of cultures.  What takes place when the personal community collides with the corporate community – both operating in real-time?  Does one fracture or absorb the other?  What happens when the communities within a corporation are extended, or possible relocated, and placed into a personal or social space?  How are new channels created in the corporate community to absorb, mine, and manage the personal networks that are developing in the social landscape?  In this ‘post social’ space, these networks of networks collide, transform, are managed, created, and potentially shift from corporate, to social, and back again.