[ Contexts: The Good, The Bad & The Ugly Steve Krandel & Jeffrey Laughlin.
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Transcript of [ Contexts: The Good, The Bad & The Ugly Steve Krandel & Jeffrey Laughlin.
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[ Contexts: The Good, The Bad & The UglySteve Krandel & Jeffrey Laughlin
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Real Experience. Real Advantage.
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Agenda
Introduction Overview Of Contexts A Journey Into Context Hell
Starting Point – Life Before Contexts First Step – A Tale of Two Contexts Going Deeper – Two Sides of the Story Close to the Edge – Having your cake and eating it
too Conclusion/Q&A
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Real Experience. Real Advantage.
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Introduction
Steve Krandel
Jeffrey Laughlin
Intuit
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Real Experience. Real Advantage.
[
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The Journey into Context Hell
Need a good quote from/about Dante’s Inferno or a long, arduous journey
Image of a haunted house, fire, pitchforks, etc.
Since it’s October and Halloween is almost here, let’s look at this presentation like it’s haunted house. You paid to get in, we’ll try to walk you down a path that may be scary, exciting or even fun at times, but hopefully you’ll have a couple of pieces of candy when it’s over
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Real Experience. Real Advantage.
[ Disclaimer
Over-simplification used to present core concepts in a more understandable manner
Example do not represent any particular company, person, or universe , living or dead.
Others?
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Real Experience. Real Advantage.
[ Steve’s Slides
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Real Experience. Real Advantage.
[ Starting Point – Life Before Contexts
Business Needs
Customer Care management wants reporting from two of their business systems From the Case Management system
How many cases are created by day and by agent
From the Phone Switch How many calls are handled by day and by agent How many time is spent handled calls by day and by
agent
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[ Starting Point – Life Before Contexts
Solution(s)
Cases universe For reporting from the Case Management system
Calls universe For reporting from the Phone Switch
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[ Starting Point – Life Before Contexts
Calls Universe
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[ Starting Point – Life Before Contexts
Cases Universe
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[ Starting Point – Life Before Contexts
Pros Cons
Users Meets the needs of the business
Integration of data has to be done in the report though multiple data providers and merged dimensions in the report
Designers
Simple, easy to maintain Synchronization of Dimensional objects – each change has to be done in each universe
System
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[ Starting Point – Life Before Contexts
Outcome
Happy Users Our solution is meeting the business needs Leaders have information to support decision
making
But… Is there a better way we could meet the business
needs? Are there any possible efficiencies here?
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[ Starting Point – Life Before Contexts
These universes have a lot in common Both have two common dimensions and
(coincidentally) use the same Table and Classes/Objects Dates Agent Information
Both are used to report a common business function The business may even be looking at data from both
universes in the same reports
Can we put both of these Subject Areas together into a single universe for the Contact Center?
(of course we can!)
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[ First Step – A Tale of Two Contexts
Customer Service Universe
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[ First Step – A Tale of Two Contexts
Setting up multiple contexts A separate context is created for each fact table The join from the fact table to each dimension table
is included
Notice that every join in the universe is included in at least one context
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[ First Step – A Tale of Two Contexts
Parameter Settings Multiple SQL statements for each context
TBD – Separate statements Multiple SQL statements for each measure
TBD - Separate statements per fact table – poor mans contexts
Allow selection of multiple contexts We’ll get to this one later
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[ First Step – A Tale of Two Contexts
What happens when we run a report?
Using only one context
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Real Experience. Real Advantage.
[ First Step – A Tale of Two Contexts
What happens when we run a report?
Using both contexts
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[ First Step – A Tale of Two Contexts
Context Prompting
There is no context prompting, because the contexts have been built properly
Steve’s Slide Here
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Real Experience. Real Advantage.
[ First Step – A Tale of Two Contexts
Pros Cons
Users Fewer universes required for reporting
Seamless access to integrated data from different data sources
Requires some user education
Designers
Fewer universes to manage
Only one set of dimension objects to manage
Increase in complexity for managing universe
System
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Real Experience. Real Advantage.
[ First Step – A Tale of Two Contexts
Outcome Happy Users
Our solution is meeting the business needs Leaders have information to support decision
making We are learning more
Until… New answer lets users see more of the world… Seeing more of the world make users ask more
questions… Those new questions send us back to work…
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[ Going Deeper – Two Sides of the Story
New Business Needs
Cases have two significant dates Case Opened Date (default field used up to now) Case Closed Date (“new” field)
The business want to be able to use both in reporting Sometimes the Date needs to represent Case Open
Date Sometimes the Date needs to represent Case Close
Date (But rarely both at the same time)
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[ Going Deeper – Two Sides of the Story
Solution(s)
Possible ways to meet this new requirement Separate Date Dimensions Common Date with Context Prompting
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Real Experience. Real Advantage.
[ Going Deeper – Two Sides of the Story
Customer Service Universe
Context Prompting now occurs by design
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[ Going Deeper – Two Sides of the Story
Which Contexts are available in the Context prompt?
When none of the objects in the query are related to the Cases subject area No ambiguous relationships No need for a context prompt
When ANY of the objects in the query are related to the Cases subject area
Multiple relationships exist The user is prompted to select a context from the list of context that can resolve the conflict
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[ Going Deeper – Two Sides of the Story
Context Names and Descriptions Make sure your context names and descriptions
allow the user to recognize and select the context that meets their needs
OR
Which context prompt options would you prefer to see?
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[ Going Deeper – Two Sides of the Story
Setting the default context in a report You can setup the report so that once you have
selected a prompted context and saved it, the report won’t be prompted for a context again Saves users from having to know which context they should select when they refresh the report Works in View mode (but not in Edit) Scheduled reports will fail if there is an undefined context prompt
Settings (for Web Intelligence reports) Edit Query > Properties Tab Uncheck “Reset contexts on refresh”
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[ Going Deeper – Two Sides of the Story
Pros Cons
Users Increased flexibility for use of a common dimension with a subject area
Requires user education to understand how to use multiple contexts
Designers
Only one set of dimension objects to manage
Further increase in complexity for managing universe
Increase in user support needs
System Potentially fewer reports in the repository (If the 2ndprompted context replaces the need for a 2nd report)
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[ Going Deeper – Two Sides of the Story
Outcome Transition
Success breeds success (or at least more opportunities for success)
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[ Close to the Edge – Having your cake and eating it too
Business Needs
Sales management needs to be able to report on opportunities and orders. An opportunity can have an associated order, but it
is not required An order can have an associated opportunity, but it
is not required
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[ Close to the Edge – Having your cake and eating it too
Solution(s) A Universe that supports all 3 scenarios for the
information they need: For selected dimensional values
ALL of the Opportunities, and ANY of the associated Orders
OR ALL of the Orders, and ANY of the associated Opportunities
OR ALL of the Opportunities, and ALL of the Orders
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[ Close to the Edge – Having your cake and eating it too
Sales Universe
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[ Close to the Edge – Having your cake and eating it too
Intermediary Aliases At least two variations of the same join are necessary
to meet all 3 Opty/Order scenarios for Sales reporting
There can only be one join between OPTYS.OPTY_ID and ORDERS.OPTY_ID
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ALL records from OPTYSANY related records from ORDERS
OPTYS.OPTY_ID = ORDERS.OPTY_ID(+)
ALL records from ORDERSANY related records from OPTYS
OPTYS.OPTY_ID(+) = ORDERS.OPTY_ID
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Real Experience. Real Advantage.
[ Close to the Edge – Having your cake and eating it too
Intermediary Aliases An alias of one of the tables from join with multiple
variations An intermediary for the original table to create a
separate, distinct path for the relationship between the tables
Used to link the two tables to mimic the join it is replacing Replaces the original table in the join to the other table Joined to the original table by primary key Either table can be used as an intermediary
Create a separate Intermediary Alias for each variation of the join
By creating an alias for the additional variations on the join, joins can exist simultaneously in the universe
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[ Close to the Edge – Having your cake and eating it too
Intermediary Aliases
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ALL Orders & ANY OptysOriginal Join OPTYS.OPTY_ID(+) = ORDERS.OPTY_ID
Alias ORDERS_ALL_ORDERS
Mimic Join 1 OPTYS.OPTY_ID(+) = ORDERS_ALL_ORDERS.OPTY_ID
Mimic Join 2 ORDERS_ALL_ORDERS.ORDER_ID(+)=ORDERS.ORDER_ID
ALL Optys & ANY OrdersOriginal Join OPTYS.OPTY_ID = ORDERS.OPTY_ID(+)
Alias ORDERS_ANY_ORDERS (from ORDERS table)
Mimic Join 1 OPTYS.OPTY_ID = ORDERS_ANY_ORDERS.OPTY_ID(+)
Mimic Join 2 ORDERS_ANY_ORDERS.ORDER_ID=ORDERS.ORDER_ID(+)
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[ Close to the Edge – Having your cake and eating it too
Parameter Settings Allow selection of multiple contexts
Separate SQL is generated for each context selected Results of each are merged together by a union Provide a single output for the data provider
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[ Close to the Edge – Having your cake and eating it too
What Happens when a report runs?Only one of two contexts in prompt selected
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One SQL statementruns “normally”
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[ Close to the Edge – Having your cake and eating it too What Happens when a report runs? Both contexts in prompt selected
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All Optys & Any Orders Context
All Orders& Any OptysContext
Unionoperatorties themtogether
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Real Experience. Real Advantage.
[ Close to the Edge – Having your cake and eating it too
Pros Cons
Users Can get all of the information the need about a subject are without having to create multiple data providers and merge the dimensions in the report
Requires user education to understand how to use multiple contexts
Risk of incomplete data from users not selecting all of the required contexts
Designers
Can be used in place of database development in certain cases
Further increase in complexity for managing universe
Increase in user support needs
System
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[
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Key Learnings
You can organize tables, aliases, joins and objects to create complementary overlapping contexts for distinct data paths.
You can use context prompts to allow users to have different cuts at the data while sharing the same report.
It's even possible to allow users to select multiple contexts with in a single data provider to allow complex problems to be solved.
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[ Conclusion / Q&A
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Appendix
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[
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