X EO Analyst (Birst) - Method of Procedure for Support

XTIUM Office Analyst is an enterprise cloud-based Business Intelligence (BI) system that delivers accurate, and actionable analytics in an intuitive, self-service environment. Powered by Birst (Infor) an industry leader in BI, XTIUM Analyst includes pre-populated reports and data from the XTIUM Call Center, and allows users to combine data from different source systems to get answers to their most pressing business concerns in near real time.

(UPDATE SCREENSHOT)

CONTACT INFORMATION

In addition to our relationship with Birst (Infor), we have partnered with a consulting team (EigenX), who is responsible for providing support to our platform and analytics to ensure the data and information at a platform level are available for customer consumption. Jason Norat is the consultant assigned to XTIUM. They will handle (1) new client builds, (2) troubleshooting issues with existing clients and (3) setting up custom reports, as needed. The email address to contact this team is analyst@eigenx.com.

For any issues outside of the three mentioned above, Birst/Infor should be contacted directly. This may include application slowness, the inability to reset user credentials, via the Forgot Password link, etc. 

NEW CLIENT SETUPS

Generally, new client accounts will be setup when they are initially migrated to XTIUM by Service Delivery. The requests that come into Support will most likely involve adding a new user to that account. In the rare situations where an entirely new account needs to be setup, please direct the client to their CTA, who will need to draft up Sales Order paperwork, based on MRR & NRR charges. 

NOTE: Any new user credentials added to an account will incur the standard $199 monthly recurring charge (or at the previously negotiated rate). Please make sure the client are aware of that charge before moving forward. Once confirmed, Support will be asked to submit a request to EigenX (analyst@eigenx.com), while providing them with the following pieces of information.

Subject: New User Credentials - ABC Company

• • Enterprise Name: ABC Company
  • Enterprise ID: eip-00010122948
  • Platform: A, B, C, D or E
  • Username Preference: None (this can be an email address or name, if so desired)
  • Email Address: This will be for Forgot Password purposes (can either be personal or distro email)
  • Target Install Date: 2/16/18

EigenX will respond to your request, providing user login credentials, when available. Typically, the turnaround for new user credentials should be quick, since the enterprise has already been migrated. 

TROUBLESHOOTING EXISTING CLIENTS

Support has been setup with credentials, allowing them to gain access to the customer's environment to try to replicate the issue and troubleshoot on your own. If you are unsuccessful in resolving the issue yourselves, that will be when Jason should be engaged. 

In the communication to EigenX, please include the following information (if applicable):

Subject: ABC Company | Missing Call Center Data

• Enterprise Name: ABC Company
• Enterprise ID: eip-00010122948
• Login Credentials: ABC_User
• Call Center Name: Customer Support
• Call Center ID: cc-00010122948-1
• Call Example (To, From, Date, Time of Call, etc.) Tuesday, March 6 @ 10:43am  Originating #: 6102309888 Destination #: 8569802221
• DNIS Name: Customer Support (Primary) x8999
• Agent Name: Joe Smith x1111

Additionally, if you are able to replicate the issue, sending a screenshot, similar to the one above would be helpful. Be sure to click on the Filter icon so that the tab is visible. Improper filtering is many times the reason the client cannot see a particular call in queue.

Lastly, if you can run a similar report within our Supervisor Portal, showing the call example in question, please include that in the email. Kirill does not have access to all enterprises in OSSmosis, so including that information along with the inquiry will save some back and forth communication (running the Call Detail Report for that given date and time SHOULD be sufficient). 

Any responses back from the EigenX team should be cut and pasted into the Support ticket and communicated with the customer. There may be times when a call may be required to talk through the issue at hand. Kirill will be responsible for providing you with bridge information for that call, based on his availability. 

POST TURN UP REQUESTS

For the most part, clients with customized report requests will make those requirements known during the initial implementation of the service. However, there may be situations where a client requires a new report to be created because of a call center/organizational change. (i.e. moving to a 24/7 call center and needing to compare shifts against one another). We have also seen clients asking to have their reporting data sent to them as a raw data file, so that can transfer it into an internal database.

In either of these situations, or one that has not been mentioned, we will still want to provide Jason (analyst@eigenx.com) with the same enterprise information along with examples of what the client is looking for. Kirill will respond with a level of effort for the request and may look for you to set up a conference call to iron out any areas that may need clarification. 

*If you have reached out to analyst@eigenx.com and have not received a follow up from Jason, in a timely manner, please engage Voice Engineering for assistance. 

TICKETS/ESCALATIONS/CUSTOMIZATIONS

• All tickets and escalations involving new client builds, troubleshooting issues with existing clients and setting up custom reports should begin with the EigenX consultants.
• Those involving application slowness, the inability to reset user credentials should be directed to Birst Direct Support (login credentials for that portal provided above).
  • If you have not received a response from either team within 48 hours, please contact Voice Engineering for a escalation.