Analytics Dashboards

Features

With Germain, it all starts with an Aggregate View/Dashboard of the data you want to look at.

Aggregate dashboards helps analyze issues and Business Impact at scale.

Technical and/or Business-related metrics are automatically provided on that Aggregate Dashboard depending on whether you are assigned to a Technical or Business Team.

Drilldown from any Aggregate Dashboard onto 3 other types of dashboards. These 3 drilldowns get handy depending on what you are trying to do.

And although Germain has preconfigured a number of Dashboards out-of-the-box, you can further customize any of them.

4 Levels of Visualization, 2 Types of Metrics

4 types of Dashboards are provided in Germain and to help you analyze whatever KPI you are interested in: Aggregate > Pivot >  Drill-through > RCA

2 types of Metrics are provided for all dashboards: Business or Technical Metrics.

Ask your administrator to assign your User Account to a Team that is either “Business” or “Technical”, so you benefit from either types of dashboards.

Aggregate Dashboard

This is the "Parent" or "top-level" dashboard. Aggregation frequency is configurable.   

• Add/Edit Aggregate dashboard

Germain Workspace > Left Menu > Dashboard > All > Click + icon

Give it a name, place it in the right folder and make it editable and viewable by either you and/or others.

• Pin your dashboard

So it is easily accessible from the Left Menu.

• Filter

Set Dashboard-level Filter can be added at a dashboard and portlet level. Always easier to add a filter at a dashboard level which applies to all portlets.

• Visibility

Make it visible to you and/or other Users/Teams.

• Portlets

• Drilldowns

3 Drilldowns come by default on all aggregate dashboards: Pivot, Drill-through or RCA Dashboard 

• Manage

Edit Dashboard | Clone Dashboard | Print Dashboard | Trend Granularity | Create a Note/Ticket

• Preconfigured Aggregate Dashboards

List of all Aggregate dashboards that are either preconfigured out-of-the-box or created by your team.

Log on to Germain Workspace > Left Menu > Dashboards > All

Portlets

Germain UX provides 8 types of portlets.

• General Health Portlet

Shows trend or aggregation of data.

• Tabular Portlet

Shows aggregated data pivot by a level.

• N-Tabular Portlet

Shows data from multiple KPIs in a tabular format.

• Map Portlet

Google web service access need to be provided (see details in Software Requriements > Firewall/Network requirements)

• Flow Portlet

Workflow or Click-related data.

• Funnel Portlet

Business Process/Workflow data only.

• Gauge Portlet

• Counter Portlet

• Add Portlet

Click the + icon (Add Metric) on any Aggregate

• Edit Portlet

• Portlet Constraint

A basic constraint is defined as 

(<model-attribute> == '<value>')

Where <model-attribute> is a specific model attribute from an object and <value> is the value of the constraint. For example, if there is a user with the username jsmith, then in order to limit the data of a portlet to just data associated with jsmith, you would specify

(user.name == 'jsmith')

You can create specify more than one member using the following

(user.name == 'jsmith') || (user.name == 'bjones')

This is essentially asking for data associated with jsmith or bjones.
If you need to constrain more than one dimension the syntax is as follows

((user.name == 'jsmith') || (user.name == 'bjones')) && (application.name == 'Siebel')

Now we're specifying jsmith or bjones (users) and Siebel (application).

More Insights

3 Ways to further analyze your KPI:

• Add a Measure
  

  

• Add a Pivot
  

  

• Filter
  

  

  
  

Display Name for Pivot and Measure

All the Pivots and Measures that are available for a given KPI, can be renamed on the KPI screen

Germain Workspace > Left Menu > Analytics > KPI

Example: If you want to rename “Total Feedback Comment #” to “Real User Opinion Count”

then you go : Germain Workspace > Left Menu > Analytics > KPI

Search for “User Session Replay”

Select “FeedbackCommentCount” and change Display Name to “Real User Opinion Count”

Business Impact at Scale

Germain UX Aggregate Dashboards report real-time insights at scale and help you understand the business impact of any Technology, Workflow or User Behavior-related issues.

Insights are more valuable when they are measured at scale. You don’t get much out of replaying or watching a recorded video of a single user browsing an eCommerce application. The real benefit appears when you know that a user’s experience is representative of what others experience at scale. Plus, it’s not worth analyzing errors unless you know what workflows or users are impacted by them. And optimizing code is worthwhile only when you know the code significantly influences the performance of an application.

How do you address these issues? If you want to effectively improve UX – whether the culprit is Process, User or Technology – you need a dashboard that provides business impact at scale.

This document shows you how to configure Germain UX to monitor and identify – in real-time – issues that affect UX at scale. In the following examples, we will focus on Negative User Feedback, Inefficient Workflows and Failing Technologies that affect Users.

Real User Feedback Impacting UX at Scale

Getting Feedback from real users, in near real-time, is as good, if not better, than conducting surveys. Surveys consume time and effort and can’t provide user context at the point in time when a problem occurs.

Germain’s allows you to collect real User Feedback either via Germain UX’s Feedback Popup or 3rd party chat technology (Intercom, Zendesk, etc).

And Germain’s Aggregate Dashboard helps you identify which areas of your web app, service or product are leading to user complaints and negative feedback.

To get started with Real User Feedback, follow these steps:

1. Deploy Real user Feedback

2. Configure Real user Feedback

3. Create Dashboard to Analyze Real User Feedback at Scale

   1. Log on to Germain Workspace > Left Menu > Dashboard > All >

   2. Select your Aggregate dashboard (or create a new one)

   3. Add Portlet: [N Table]

   4. Add KPI: [User Feedback] or [User Session Replay]

   5. Add Measures: [Total Negative Feedback], [Total Positive Feedback], [Total Feedback Comment]

   6. Add Pivot: [Application Name]

   7. Add Filter: Product Name, Page,…

   8. Done.

You can configure real-time actual user feedback any way you like, such as, per page, per service or per product. You can also drill down from the Aggregate Dashboard into more detailed information. This enables you to review each individual feedback. Plus, you can gain valuable context by watching/replaying some or all the videos that Germain UX recorded at the time of feedback in real-time.

Example: 96% of the Negative feedback is specific to one page or product.

Next, from the portlet, you can drill down to further understand the negative feedback (29% in this example). In this case, it was related to one product, “iPhone”.

Then you can read the user feedback to understand even more about the complaint.

Process/Workflow Overrun Impacting UX at Scale

Germain UX allows you to identify wasted work time, also known as Overrun. And it all happens at scale and in real-time.

Overrun refers to any extra time spent performing a task beyond an accepted SLA. For example, let’s say you expect your Service Organization to close a given type of ticket within 1 day. Overrun, therefore, would be any time past 24hours that the ticket remains open.

Examples of wasted work time or overrun:

• Round trips among users involved in the same process.

• Editing fields

• Writing emails

• Copying-pasting information (instead of auto-populating info)

• Waiting for Application to respond (Sometimes it’s not just a slow page. Delays may include processing time that product teams consider “normal”. But time adds up when you consider multiple users at scale)

• Looking for or trying to understand the content on a page.

Just follow these steps:

1. Deploy one of all the below Germain UX Components (Depending on the workflows):

   1. Deploy Germain UX Engine

   2. Deploy Germain UX RUM JS

   3. Deploy Germain UX RUM Extension

2. Configure Business Process/Workflow Monitoring

3. Create Dashboard to Analyze Process/Workflow Overrun at Scale
   Once the above Germain components are deployed and running, you can create your own portlet/dashboard:

   1. Log on to Germain Workspace > Left Menu > Dashboard > All >

   2. Select your Aggregate dashboard (or create a new one)

   3. Add Portlet: [Funnel], [Table] or [Flow Graph]

   4. Add KPI: [<your process/workflow>]

   5. Add Measures: [Count]

   6. Add Measures: [Overrun]

   7. More measures can added

Next, you can drill down into the loss of productivity or overrun and examine the details.

Technology Issues Impacting UX at Scale

Germain allows you to identify, at scale and in real-time, the critical technology-related issues that affect your Business (Processes or Users). Germain also filters out the millions of other issues that aren’t critical. All you need to do is access the Germain Operational or other Aggregate Dashboard.

Examples of UX issues caused by Technology:

• Browser Freeze (the application is up and running, no errors, yet…)

• Errors (not easy to identify among millions of errors that an application generates which can normally be ignored)

• Informative message popping up too many times

• Non-responsive UI at the first or second click

• Network issue that disconnects User

• Slow Page (may be fast for some users and slow for some others)

Just follow these steps:

1. Deploy
   One of all the below components (depending on your priorities):

   1. Deploy Germain UX Engine

   2. Deploy Germain UX RUM JS

   3. Deploy Germain UX RUM Extension

2. Configure 
   Real-time Monitoring and Analytics

3. Create Dashboard to Analyze Technology Issues Impact at Scale

   1. Or create your own Portlets/Aggregate Dashboards

   2. Log on to Germain Workspace > Left Menu > Dashboard > All >

   3. Select your Aggregate dashboard (or create a new one)

   4. Create a “Productivity Loss due to Technology” portlet

      1. Add Portlet Type: [N Table]

      2. Add KPI: [Http Errors]

         1. Add Measures: [Count]

         2. Call it “Web Dysconnectivity”

      3. Add KPI: [JavaScript Long Task]

         1. Add Measure: [Total Duration]

         2. Call it “Browser Freeze”

      4. Add KPI: [Rage Click],

         1. Add Measure: [Count]

         2. Call it “Rage Click”

      5. Add KPI: […Crash] **,

         1. Add Measure: [Count]

         2. Call it “Application Crash”
            **Application crash-related KPIs are preconfigured in Germain for JAVA, .NET, Siebel, etc. Just use the keyword “Crash” to see what is preconfigured in your environment.

            

            

   5. Create a Portlet for “Errors that affect Magento Users”
      To assess number of users that are interrupted by Errors on Magento.

      

      Details on to identify/tag errors that affect Magento Users, check out Magento Monitoring | Tag-Magento-Errors-that-affect-Users

      The portlet above provides details about 401 online Clients who got disconnected from their session. It identifies the errors and lets you drill down further to understand “why”.

      

      

   6. Create a Portlet for “Errors that affect Siebel Users”

      

      In this case, this organization wasted:
      - 436 Business Hours due to Browser “freezing” or not responding.
      - 93 business hours due to the application not responding the first time the user clicked on it, forcing the user to click again.

      

      

      And over the past 30 days:
      - 1,044 Users were forced to re-logon due to a number of application thread exits.
      - Another 9,995 Users were temporarily stopped in the middle of their work because of some application errors.

      

      

      Important note: the millions of other Siebel Errors did not impact Siebel users are still monitored by Germain but kept separate from user impact analysis. More details on Tagging Oracle Siebel CRM Error.

Pivot Dashboards

This is the "2nd level" dashboard. Data at this level is aggregated and a break-down analysis of the data that is displayed on the portlet you click on/from (on the Aggregated Dashboard).  

• Create/Edit

Pivot Dashboards are automatically generated after you create an Aggregate Dashboard. However you may also want to either modify or create your own pivot dashboard from scratch.

Click + icon on the Pivot Dashboard

• Portlets

• Filter

Filters are inherited from the Aggregate Dashboard. yet you can modify them as you wish.

• Visibility

Visibility is inherited from the Aggregate Dashboard.

• Drilldowns

2 Drilldowns come by default on all Pivot dashboards: Drill-through or RCA Dashboard 

• Manage

Edit Dashboard | Print Dashboard | Create a Note/Ticket

• Example

Drill-through Dashboards

This is the "3rd level" dashboard you can see/create. This shows Raw data. 

• Access/View

Click the +/binocular icon from any Aggregate or Pivot Dashboard,

• Create/Edit

On Config Console: to be used if you need to manually add a drill-through dashboard

On Workspace: Add/Remove Field

• Filter

Filters are inherited from the Aggregate Dashboard. yet you can modify them as you wish.

• Visibility

Dashboard visibility is inherited from the one defined at the Aggregated dashboard.

• Drilldowns

1 Drilldown come by default on all Drill-through dashboards: RCA Dashboard

• Manage

Refresh | Edit | Pin | CSV Report | Print Report:

Add/Edit a Note:

• Example

RCA Dashboards

RCA/Root-Cause Analysis Dashboard is the "4th level" visualization or analysis. It shows Raw data. 

• Access/View

A single click from Aggregate, Drill-through or Pivot Dashboard. The type of RCA dashboard varies and depends on the type of metric you drilldown onto.

• Create/Edit

Config Console to be used if you need to manually add a RCA dashboard

• Filter

Filters are inherited from the Aggregate Dashboard. yet you can modify them as you wish.

• Visibility

Dashboard visibility is inherited from the one defined at the Aggregated dashboard.

• Drilldowns

Recursive Drilldown to other RCA dashboards.

• Manage

  • Enable or Disable a Column

    • Open the RCA Dashboard you with to modify

    • Click the edit button on the portlet you wish to change
      

      

    • Click “Columns (#)”
      

      

    • Here you can enable or disable and column via the third icon ( 🚫 )
      

      

  • Adding a new Column
    After you are on the column list using the instructions in “Enable or Disable a Column” you could create a new column.

  • Clone an existing column
    

    

  • Click on the clone
    

    

  • Modify the details for the column
    

    

  • Save, then enable the column

  • Review the change on the RCA Dashboard
    

    

• Example
  

  

Operational (360 Degree View)

360 degree view of your Process, User and Technology performance.

One stop-shop for IT and Business Operations organizations. The Operational dashboard is all you need to look at when you work in operations and need to know what is the state of your technologies, processes and users involved with them.

Data is aggregated across KPIs. Data is coming from our our Real-Time Data engine, giving real-time insights.

Like anything else in Germain, all this is customizable.

SLA Violation Dashboard

It is called Insights Dashboard in older version and called “SLA Violation” dashboard and reports your SLA Violation by Severity/Priority/Max Variance...

Max Variation helps find biggest/new issues.

Component Internal: Workspace

Feature Availability: 8.6.0 or later