Self Help - The Administration Module


The Administration module groups a set of functionalities for Self Help server administrators and domain administrators.
         Administration module.png

Toolbar

         Administration module - Toolbar.png

Administration module - Toolbar - Notification icon.png: List of notifications for immediate and scheduled extraction tasks, metadata import tasks and user import tasks. Click a notification to display the task details.
         Administration module - Toolbar - Notification list.png

Administration module - Toolbar - User information.png: Information on the logged-in user.

Administration module - Toolbar - Logout icon.png: Used to log out.

Administration module - Toolbar - Language icon.png: Interface language. Click the icon to display the list of languages available.

Administration module - Toolbar - Help icon.png: Access help resources.

Analytics menu

The Analytics menu groups Self Help project analysis and monitoring functionalities for a given period. It generates statistical reports that enable you to:

  • Perform a detailed analysis of specific data such as the usage frequency of Self Help project procedures, in order to optimize project operations.
  • Analyze the searches run and results returned, in order to optimize the association of keywords.
     

Operating principles

  • Reports are generated using a set of criteria defined in extraction profiles. Each profile is used to:
    • Define the scope of data extraction for a report by selecting Self Help domains and projects. By default, all domains and projects on the Self Help administration server are included.
    • Select the type of data to be included in the report, e.g. procedure instance data, search history, etc.
  • You then extract data by executing an immediate or scheduled extraction profile. Open url.png See Scheduling principles.
  • Statistic files can be downloaded by writers or sent by email to a recipient in Excel format or in a Tableau report.

Notes

  • Only Domain Administrator or Server Administrator users can access the Analytics menu.
    • Domain administrators can only access data for their Self Help domains.
    • Server administrators can only access data on the servers they are authorized to manage.
  • You can define several extraction profiles with different criteria.
  • All procedure instances run by writers in the Studio in test mode will be excluded from statistical reports.
  • Reports sent by email must not exceed 3 MB.

Caution

  • The Tableau Reader software enables you to view and manipulate reports free of charge.
  • However, to modify the report template, a monthly subscription to the Tableau software is required.

Best Practice

  • If you want to extract data on a regular basis, you should schedule the corresponding extraction profile. Open url.png See the procedure.
  • If the data volume to be extracted is large, you should delay the immediate execution of the extraction profile to avoid performance bottlenecks on the Self Help server. You can specify a start date and time to delay the task.

Description

Extracts sub-menu

This displays the list of reports generated with the name of the extraction profile and the extraction date.
Note: The file name is made up of these two elements.
         Analytics menu - Extraction.png

  • You can sort the list by clicking one of the column headers.
  • The number of tasks in progress is displayed at the top of the list.
  • You can group reports using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of reports by clicking the Filter link at the top of the list.
  • Click the name of a report to see its details.
    • Click See next to the Profile Name field to display the details of the extraction profile in the Extraction profiles sub-menu.
    • Click See next to the Job Name field to display the details of the task in the Scheduling sub-menu.
               Analytics menu - Extraction - Details.png

Functionalities available in the toolbar

  • Send statistical reports by email to recipients.
  • Delete one or more reports.
  • Download one or more reports.

Extraction profiles sub-menu

This displays the list of extraction profiles. Each profile is used to define the characteristics of the reports to be generated, e.g. data extraction scope, language used, type of data to  be included.
        Analytics menu - Extraction profiles.png

  • You can sort the list by clicking one of the column headers.
  • You can group extraction profiles using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of extraction profiles by clicking the Filter link at the top of the list.
  • Click the name of an extraction profile to see its details.
            Analytics menu - Extraction profiles - Details.png

Functionalities available in the toolbar

  • Create a new extraction profile. Open url.png See the procedure.
  • Delete one or more extraction profiles. Data can no longer be extracted using these deleted profiles.
    Note:
    • All tasks associated with these extraction profiles will be deleted in the Scheduling sub-menu.
    • Reports already generated using these extraction profiles will remain available in the Extracts sub-menu.
  • Execute an immediate extraction profile. Open url.png See Scheduling principles and the procedure.
    Note: You can delay the immediate execution of the extraction by specifying a start date and time.
  • Schedule the execution of an extraction profile. Open url.png See Scheduling principles and the procedure.
    Note: You can modify the scheduled start date subsequently in the Scheduling sub-menu.
  • Modify an extraction profile, e.g. Self Help project, domain, type of data to be included, etc.
    Note: Your modifications will be taken into account for new reports generated using the extraction profile.

Scheduler sub-menu

This displays the list of scheduled tasks with the name of the extraction profile and data extraction period.
Note: Once a scheduled task has been executed, it will appear in the Extracts sub-menu. The name of the generated file indicates the execution date.
        Analytics menu - Extraction scheduling.png

  • You can sort the list by clicking one of the column headers.
  • You can group tasks using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of tasks by clicking the Filter link at the top of the list.
  • The name of the task indicates its frequency and start date.

    example

    • MyProfile.Daily.now ==> Task associated with the MyProfile extraction profile, scheduled daily after the first immediate execution.
    • MyProfile.Weekly.2019-10-29 ==> Task associated with the MyProfile extraction profile, scheduled weekly with a first execution on 29/10/2019.
  • The names of immediate execution tasks contain the words, immediate-exec.
  • Click the name of a task to see its details.
    • Click See next to the Profile Name field to display the details of the extraction profile in the Extraction profiles sub-menu.
               Analytics menu - Extraction scheduling - Details.png
       

Functionalities available in the toolbar

  • Reschedule an extraction task.
    Note: Only the scheduled start date will be reinitialized. To modify the other criteria such as the execution frequency or the sending of an email, you should do so in the extraction profile of the task by selecting Extraction profiles > Schedule.
  • Delete one or more extraction tasks.
    Note: Reports already generated using the deleted extraction tasks will remain available in the Extracts sub-menu.

API Dashboard sub-menu

This displays the list of procedure instances run in the Content API.

The sub-menu enables you to see the number of times Self Help project procedures were run via the API based on the third-party environment calling them.

  • Each row corresponds to a given procedure and a given execution environment.

Scheduling principles for extraction profiles

Immediate execution

  • You perform an immediate execution by selecting Extraction profiles > Execute.
  • A single task will appear in the Scheduling sub-menu.
    • The task name is made up of the words, immediate-exec and the execution date.

      example  immediate-exec.20191029_14:40:57 ==> Report generated on 29/10/2019 at 14h40mn57sec

  • Once the data has been extracted, the generated report will appear in the Extracts sub-menu.
    • The file name is made up of the extraction profile name and the execution date.

      example  MyProfile.20191029_14:40:57 ==> Report generated using the MyProfile extraction profile on 29/10/2019 at 14h40mn57sec

    • The task will remain visible in the Scheduling sub-menu.

Scheduling

  • You define a scheduled extraction by selecting Extraction profiles > Schedule.
  • You can define several schedules for a given extraction profile with different criteria.
    • Each scheduling will create a different task that will appear in the Scheduling sub-menu.
    • The task name is made up of the extraction profile name, the execution frequency and the scheduled start date.

      example

      • MyProfile.Daily.now ==> Task associated with the MyProfile extraction profile, scheduled daily after the first immediate execution.
      • MyProfile.Weekly.2019-10-29 ==> Task associated with the MyProfile extraction profile, scheduled weekly with a first execution on 29/10/2019.
  • Once the scheduled task has been run, the generated report will appear in the Extracts sub-menu.
    • The file name is made up of the extraction profile name and the report generation date.

      example  MyProfile.20191029_13:50:43 ==> Report generated using the MyProfile extraction profile on 29/10/2019 at 13h50mn43sec

    • The scheduled task will remain visible in the Scheduling sub-menu.
  • You can modify the scheduled start date subsequently in the Scheduling sub-menu.

Attributes menu

You define the properties of Self Help projects using metadata or attributes. You can export metadata from a Self Help project to a CSV file. This enables you to view and modify it easily in Excel.
You can then use the Attributes menu to import the modified CSV file back to the Self Help project. Each item of metadata will automatically be propagated to the relevant content, e.g. project, procedures, resources, etc.

Notes

  • Metadata import files must in CSV format.
  • You export metadata in the language selected in the Explorer pane in edit mode.

Caution

  • To avoid errors in metadata names, you must not create import files manually. You must export them via the Self Help project: Right-click the Self Help project in the Explorer pane. Next, select Export > Get metadata.
             Import menu - Metadata list example.png

         Open url.png See How to manage metadata.

Description

Import Attributes sub-menu

This displays the list of metadata files imported to Self Help with the date and status of the operation.
         Open url.png See Error management.
         Import menu - Attributes.png

  • You can sort the list by clicking one of the column headers.
  • The number of tasks in progress is displayed at the top of the list.
  • You can group files using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of files by clicking the Filter link at the top of the list.
  • Click the name of a file to see its details.
     

Functionalities available in the toolbar

  • Import a new metadata file. Open url.png See the procedure.
  • Delete metadata import tasks.

Error management

The following errors may be detected when a metadata file is imported.

  • Locale not found:
  • The version is already published:

Users menu

The Users menu enables you to perform the mass import of users to Self Help.

You can then manage access rights in the Studio in admin mode.

Notes

  • Menu access:
    • On Premise customers: Only server administrators can access this menu.
    • SaaS customers: The server administration is managed by the EasyVista CMC. Only members of its team can access this menu.
  • User files must in CSV format.

Download icon.png  Download the Sample file
Users menu - Users list example.png

Description

Users import sub-menu

This displays the list of user files with the date and status of the operation.
         Open url.png See Error management.
         Users menu - Users import.png

  • You can sort the list by clicking one of the column headers.
  • The number of tasks in progress is displayed at the top of the list.
  • You can group files using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of files by clicking the Filter link at the top of the list.
  • Click the name of a file to see its details.
     

Functionalities available in the toolbar

  • Import a new user file.
  • Delete one or more user import tasks.

Users list sub-menu

This displays the list of users found in all import files.
        Users menu - Users list.png

  • You can sort the list by clicking one of the column headers.
  • You can apply a filter to users by clicking the Filter link at the top of the list.
  • Click the name of a user to see the details.
    • The LDAP field indicates if the user was created via a corporate directory (True) or via Self Help (False).
              Users menu - Users list - Details.png

Error management

The following errors may be detected when a user file is imported.

Administration menu

The Administration menu is made up of two sub-menus.

  • The Scheduler sub-menu is used to manage all scheduled, regular or immediate execution tasks, via the cron program, e.g. tasks to generate statistical reports, to import metadata or users.
    It is used to stop, start or pause the scheduler. You can also delete all scheduled tasks.

Notes

  • The Service Bots sub-menu cannot be accessed by server administrators.

Caution

  • The immediate execution of a task may generate performance bottlenecks on the Self Help server.

Description

Scheduler sub-menu

Status

This displays s snapshot of scheduler information at a given time.

  • Current status
  • Operation start date
  • Total number of tasks executed since the start of operation, e.g. immediate execution tasks, executed tasks whose schedule is active, executed tasks whose schedule is stopped
  • Number of tasks currently being executed
  • Total number of executed tasks whose schedule is active

         Administration menu - Scheduler - Status.png

Functionalities available in the toolbar

  • Delete all tasks in progress in the scheduler.
  • Pause and resume the scheduler.
  • Stop the scheduler.

List

This displays the list of all pending tasks in the scheduler. The icons below help you identify them easily.

  • Administration menu - Scheduler - Metadata import icon.png: Used to indicate an immediate extraction task for statistical reports. These tasks also appear in the Analytics > Scheduling menu. Also used to indicate a metadata import task.
  • Administration menu - Scheduler - Users import icon.png: User import task.
  • Administration menu - Scheduler - Scheduling icon.png: Scheduled extraction task for statistical reports.
             Administration menu - Scheduler - List.png
  • You can sort the list by clicking one of the column headers.
  • You can group tasks using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of tasks by clicking the Filter link at the top of the list.
  • Click the name of a task to see its details. A side pane will appear, displaying three tabs, Summary, Triggers and History.
             Administration menu - Scheduler - Task details.png
     

Task details in the side pane

  • Summary tab: Summarized information on the task.
  • Triggers tab: List of conditions that will trigger task execution.
    • You can define several triggers for a given task.
    • You define the trigger as a cron expression that will specify the execution frequency of the task.

      example  0 0 1,10,15 * *  ==>  Frequency: At midnight on the first, tenth and fifteenth days of each month

    • The CronMaker tool enables you to generate the expression easily when configuring the scheduled task, e.g. frequency, start time, etc.  Open url.png See the procedure.
               Administration menu - Scheduler - Triggers tab.png
  • History tab: This displays all task executions with the processing time and status of the operation (successful or failed).
     

Functionalities available in the toolbar

  • Add a task.
    Note: The type of task is indicated:
    • Extraction task for statistical reports (immediate or scheduled)
    • Metadata import task
    • User import task
  • Execute one or more tasks immediately.
    Note: Once executed, the tasks will appear:
    • In the Analytics > Extracts menu for statistical report extraction tasks.
    • In the Attributes > Import Attributes menu for metadata import tasks.
    • In the Users > Users import menu for user import tasks.
  • Modify a task.
    Note:
    • You cannot modify the type of task.
    • Executed tasks cannot be modified.
  • Delete one or more tasks.
    Note: The tasks will also be deleted in the Analytics > Scheduling menu for statistical report extraction tasks.

Service Bots sub-menu

Agents

This displays the list of virtual agents created in Service Bots. A virtual agent is used to interact with users via a system of questions and answers in a conversation panel. Open url.png See the Overview.

         Administration menu - Service Bots - Agents.png

  • You can sort the list by clicking one of the column headers.
  • You can group virtual agents using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of virtual agents by clicking the Filter link at the top of the list.
     

Functionalities available in the toolbar

  • Modify a virtual agent.
  • Delete a virtual agent.
  • Duplicate a virtual agent.
  • Associate a virtual agent with the Microsoft Teams collaborative platform. Open url.png See the description.

Dictionary

This displays the list of dictionaries available in a  Self Help domain. This includes dictionaries managed by EasyVista and customer-specific dictionaries.

  • A dictionary is associated with one or more Self Help projects for a virtual agent belonging to the same domain. It is used by the virtual agent to analyze user questions and to select the most relevant content related to the request. It is also used to correct spelling errors.
  • Each dictionary is associated with a given language. It appears as a CSV file comprising a list of terms and the links that exist among them. Open url.png See the example.
             Administration menu - Service Bots - Dictionary.png
  • You can sort the list by clicking one of the column headers.
  • You can group dictionaries using a specific criterion by clicking the Group By link at the top of the list.
  • You can apply a filter to the names of dictionaries by clicking the Filter link at the top of the list.
     

Caution

  • Default dictionaries are managed by EasyVista. They must not be modified because they are overwritten each time patches are installed and the platform is migrated.
  • When you import a dictionary, you must ensure that the first character of each row in the CSV file is a semicolon (;). This character is used to separate data into columns in the CSV file and create one dictionary term per row. Open url.png See Description of the CSV file.
      

Functionalities available in the toolbar

  • Add a new dictionary to the server using Import new dictionary. Open url.png See the procedure.
  • Update an existing dictionary on the server by importing a new CSV file using Import.
    Note:
    • You can keep or replace the existing terms in the dictionary. Open url.png See the procedure.
    • Use Modify if you just want to modify the description, domain or associated Self Help projects.
  • Export a dictionary to a CSV file.
    Note: Once you have modified the file, use Import to update the dictionary on the server.
  • Modify the description of the dictionary, its domain, or associated Self Help projects using Modify. Open url.png See the procedure.
  • Delete a dictionary.
  • Access the list of terms in the dictionary.
             Administration menu - Service Bots - Dictionary - Term list by language.png
       Click one of the terms to see its details.
    • (1)  Parent entities
    • (2)  Synonyms
    • (3)  Child entities
               Administration menu - Service Bots - Dictionary - Term detail.png

Procedures

How to create an extraction profile

Step 1: Create a new extraction profile.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Analytics > Extraction profiles in the menu.

3. Click New profile.

Step 2: Enter the information on the new extraction profile.

1. Enter the name of the new profile.Note: The name must be unique.

2. Select the generated report format.

3. Select the report language.

4. Select the execution format. This provides different analysis levels of the results returned.

  • Steps: Used to retrieve a record in each visible step of the user journey.
  • Executions: Used to retrieve a record each time an entry point is run by the user.
  • Stepsdebug: Debug format used by the Support team for retrieving additional records.
     

5. Select the type of data to be included in the reports, e.g. procedure instance data, search history, sessions, or procedures.

6. (optional) Select the Self Help projects and domains to filter data by clicking Add icon.png and Add next to each list.
Note: By default, data will be extracted for all Self Help projects and domains on the Self Help administration server.

7. (optional) Specify the variables to be extracted by clicking Add icon.png and Add.

8. Click Save.
The extraction profile is created.

How to execute an extraction profile immediately

Step 1: Select the extraction profile you want.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Analytics > Extraction profiles in the menu.

3. Select the extraction profile for immediate execution.

Step 2: Execute the extraction profile.

1. Click Execute.

2. Specify the data extraction period.

3. (optional) Select the Execution delay box to delay the execution of the extraction profile to a specified date and time instead of running it immediately.

4. (optional) Select the Send mail after execution box to send the report generated by the extraction profile to a recipient. Next, specify the email address.
The email will contain a link for downloading the report.

5. Click Yes.

  • The extraction profile will be executed immediately or delayed.
  • The generated report will appear in the Extracts sub-menu. Its name indicates the generation date.

How to schedule an extraction profile

Step 1: Select the extraction profile you want.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Analytics > Extraction profiles in the menu.

3. Select the extraction profile to be scheduled.

Step 2: Schedule the extraction profile.

1. Click Schedule.

2. Enter a name for the new scheduled task.
Note: The name must be unique. By default, it is made up of the extraction profile name, the execution frequency and the word, now.

example  MyProfile.Daily.now; MyProfile.Weekly.now

2. Select the execution frequency.

  • Daily, Weekly, Monthly:
    • Specify the scheduled start date using the calender or manually with the following format, DD/MM/YYYY.
  • Custom:
    • Specify the scheduled start date using the calender or manually with the following format, DD/MM/YYYY.
    • Specify the start and end dates.

3. (optional) Select the Send mail after execution box to send the report generated by the extraction profile to a recipient. Next, specify the email address.
The email will contain a link for downloading the report.

4. Click Schedule.

  • A task associated with the scheduled extraction profile will appear in the Scheduling sub-menu.
  • Its name indicates the execution frequency and the scheduled start date.

How to generate the Default template dashboard

   Open url.png See the procedure.

How to manage metadata in a Self Help project

   Open url.png See Self Help project metadata.

Step 1: Export the metadata.

1. Right-click the Self Help project in the Explorer pane in edit mode.

2. Select Export > Get metadata.

  • The file will be exported in CSV format. 
  • Its name indicates the name of the Self Help project and the language used.

    example  Wiki_metadata_fr_FR  ==> Wiki project in French

Step 2: Modify the metadata in the CSV file.

1. Open the CSV file in Excel.

2. Make the required modifications.

3. Save the file in CSV format.

Step 3: Import the metadata to the Self Help project.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Attributes > Import Attributes in the menu.

3. Click Import Attributes.

4. Select the CSV file you want to import and click Import.

  • A task in progress will appear.
  • Once the task is completed, its status will indicate if the import was successful or not.

5. Correct the file if its status is Error. Run the import again.
         Open url.png See Error management.

Step 4: Check that the new metadata was correctly propagated.

1. Click the name of the imported file and check the number of rows processed.

2. Open the Studio in edit mode.

  • Open the Self Help project.
  • In the Properties view, check that the modified metadata was correctly propagated to the relevant procedures.

How to add a trigger to a task

Step 1: Select the task.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Administration > Scheduler > List in the menu.

3. Click the name of the task to which you want to add a trigger.
A side pane will appear.

Step 2: Create the trigger.

1. Select the Triggers tab in the side pane.

2. Click Add Trigger.

3. (optional) Enter the name of the trigger and the group to which it belongs (for scheduled group operations). Note: Default values will be used if the information is not specified.

4. Specify the execution frequency of the task using a cron expression.

Best Practice icon.png  Click Frequence CronMaker icon.png to access the CronMaker tool. It enables you to configure the scheduled task and generate the corresponding cron expression easily.

  • Define the schedule configuration.
  • Click Generate Cron Expression.
  • Copy the result displayed in the Cron format field.
  • Return to the Triggers tab and paste the expression in the Cron field.
    The frequency parameters will be automatically completed.
             Frequence CronMaker - Tool.png

5. Enter the scheduled start date and time.

6. Click Add.

How to import and update a dictionary

Import a new dictionary

Step 1: Add a new dictionary.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Administration > Service Bots > Dictionary.

3. Click Import new dictionary.

4. Enter a name for the new dictionary.

Step 2: Import the CSV file.

1. Select the CSV file to be imported.

Caution: You must ensure that the first character of each row in the CSV file is a semicolon (;). This character is used to separate data into columns in the CSV file and create one dictionary term per row.

2. Specify the language of the new dictionary.

3. (optional) Add a description of the characteristics of the dictionary.

3. Click Import.
 The new dictionary will appear in the list of dictionaries available on the server.

Modify the contents of a dictionary

Step 1: Select the dictionary you want.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Administration > Service Bots > Dictionary.

3. Select the dictionary to be modified.

Step 2: Modify the dictionary.

1. Click Import.

2. Select the CSV file to be imported.

3. Specify if you want to overwrite the existing dictionary with the terms in the imported CSV file, or if you want to keep the existing dictionary terms and add new terms from the imported CSV file. If you want to overwrite the existing dictionary, check the Replace existing dictionary box.

4. Click Import.
 The dictionary will be updated on the server.

Modify the description of the dictionary and the associated Self Help projects

Step 1: Select the dictionary you want.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Administration > Service Bots > Dictionary.

3. Select the dictionary to be modified.

Step 2: Modify the dictionary.

1. Click Modify.

2. Modify the required information, e.g. name, language, description, etc.

3. Select the Self Help projects and domains associated with the dictionary by clicking Add icon.png and Add next to each list.

Tags:
Last modified by Christine Daussac on 2020/08/14 09:04
Created by Administrator XWiki on 2019/12/09 19:45

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