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Desktop and Process Analytics

User Guide

Release 10SP4HFR4
Document Revision 1.0

2011 Verint Systems Inc. All Rights Reserved Worldwide.


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FR 833489; GB 833489; GB 2374249; IE 84821; IL 13532400;
NZ 534642; and other provisional rights from one or more of
the following Published U.S. Patent Applications:
US 10/061,491; US 10/467,899; US 10/525,260;US
10/633,357; US 10/771,315; US 10/771,409; US 11/037,604;
US 11/090,638; US 11/129,811; US 11/166,630; US
11/345,587; US 11/359,195;US 11/359,319; US 11/359,356;
US 11/359,357; US 11/359,358; US 11/359,532; US
11/361,208; US 11/388,944; US 11/394,408; US 11/394,410;
US 11/394,496; US 11/394,794; US 11/395,759; US
11/395,992; US 11/396,062; US 11/410,004; US 11/428,222;
US 11/428,239; US 11/475,683; US 11/477,124; US
11/478,714; US 11/479,056; US 11/479,26; US 11/479,506;
US 11/479,841; US 11/479,899; US 11/479,925; US
11/479,926; US 11/509,549; US 11/509,550; US 11/509,551;
US 11/509,554; US 11/528,267; US 11/529,132; US
11/529,942; US 11/529,946; US 11/529,947; US 11/540,107;
US 11/540,171; US 11/540,185; US 11/540,281; US
11/540,320; US 11/540,322; US 11/540,353; US 11/540,736;
US 11/540,739; US 11/540,785; US 11/540,900; US
11/540,902; US 11/540,904; US 11/541,313; US 11/565,946;
US 11/567,808; US 11/567,852; US 11/583,381; US
11/608,340; US 11/608,350; US 11/608,358; US 11/608,438;
US 11/608,440; US 11/608,894; US 11/616,490; US US
11/693,828; US 11/693,899; US 11/693,923; US 11/693,933;
US 11/712,933; US 11/723,010; US 11/729,185; US
11/742,733; US 11/752,458; US 11/771,499; US 11/772,440;
US 11/776,659; US 11/804,748; US 11/824,980; US
11/831,250; US 11/831,257; US 11/831,260; US 11/831,634;
US 11/844,759; US 11/868,656; US 11/872,575; 11/937,553;
US 11/959,650; US 11/968,428; US 12/014,155; US
12/015,375; US 12/015,621; US 12/053,788; US 12/055,102;
US 12/057,442; US 12/057,476; US 12/107,976; US
12/118,781; US 12/118,789; US 12/118,792; US 12/164,480;
US 12/245,781; US 12/326,205; US 12/351,370; US

12/416,906; US 12/464,694; US 12/466,673; US 12/483,075;


US 12/497,793; US 12/497,799; US 12/504,492; US
12/539,640; US 12/608,474; US 12/628,089; US 12/684,027;
US 12/686,213; US 12/708,558; and other U.S. and
International Patents and Patents Pending.
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Document Revision 1.0
Published June 9, 2011

Contents
Introduction ................................................................................................. 8
Introduction to the Desktop-Analytics Product Suite .......................................... 9
Activity Desktop-Analytics .......................................................................... 10
Event Desktop-Analytics ............................................................................ 10
Process Desktop-Analytics ......................................................................... 10
Process Discovery Desktop-Analytics ........................................................... 11
Naming Conventions .................................................................................... 11
Notations Used ......................................................................................... 12
Trademarks / Copyright Information ........................................................... 12
Overview .................................................................................................... 12
Synopsis of Operation ............................................................................... 12
Activities in the Database ......................................................................... 13
Desktop-Analytics Server Settings ................................................................. 13
Database ................................................................................................. 14
DSN Entry ............................................................................................. 14
User ..................................................................................................... 14
Password............................................................................................... 14
Upgrade .................................................................................................. 14
Services .................................................................................................. 14
Job Processor Service (default state: Running)........................................... 14
Server Side Trigger Service (default state: Stopped) .................................. 14
Configuration .............................................................................................. 15
Licensing Tab ........................................................................................... 16
Configuration Profiles ................................................................................ 16
Custom Profile .......................................................................................... 18
Configuration Assignments ......................................................................... 19
Configuration Storage ............................................................................... 20
Upgrade Deployment ................................................................................... 20
Desktop-Analytics Client MSI Installer ......................................................... 21
Desktop-Analytics Client: DCUApp ................................................................. 21
Installed Files ........................................................................................... 21
Typical Operation ...................................................................................... 23
Desktop-Analytics Web Interface ................................................................... 23
Web Reporting Overview ........................................................................... 24
User Permissions .................................................................................... 24
User Roles ............................................................................................. 24
Team Leader Role .................................................................................. 25
User Role Table ...................................................................................... 25
Administrative Reporting ......................................................................... 26
Application Groups ................................................................................. 26
Getting Started......................................................................................... 26
NT Authentication ..................................................................................... 26
Home Page .............................................................................................. 27
System status ........................................................................................ 28
Current User Activity .............................................................................. 28
Reports ................................................................................................... 29
Reports Home Page ................................................................................ 29
Activity, Event and Process Reporting ....................................................... 29
Save Report Feature ............................................................................... 32
Set Application Chart Colors .................................................................... 32
Export to Excel or PDF ............................................................................ 33
Activity Reporting ................................................................................... 33
Live Information Report .......................................................................... 37
Activity Chart Reports ............................................................................. 38
Application Duration by Application ........................................................... 39
Activity Timeline Reports ......................................................................... 40
Showing Multiple Data Streams on a Time Line Report ................................ 43
Activity Event Reporting .......................................................................... 45
Process Reporting................................................................................... 45

Tracking a Transaction through the Enterprise ........................................... 46


Process and Step Average Handling Time Reports ...................................... 49
Process Event and Step and Process Timeline By User/Computer ................. 51
Process and Activity Data on a single Timeline ........................................... 53
Process AHT Line Chart Reports .................................................................... 53
Process Average Handling time ................................................................ 56
Process Discovery Desktop-Analytics ............................................................. 57
Introduction ............................................................................................. 57
Activity based ........................................................................................ 57
Event based .......................................................................................... 57
Process based ........................................................................................ 58
Overview ................................................................................................. 58
Operation ................................................................................................ 59
Settings ................................................................................................... 60
General ................................................................................................. 60
Ignore Events ........................................................................................ 61
Linked Event .......................................................................................... 61
Creating a Linked Event .......................................................................... 62
Import .................................................................................................. 62
Selecting a Link Event ............................................................................. 62
Showing the Workflow ............................................................................... 63
General Tab ........................................................................................... 63
User Filters ............................................................................................ 64
Event based Linked Triggers Workflow Diagram ......................................... 65
Event based Linked Steps Workflow Diagram ............................................. 65
Process based Workflow Diagram ............................................................. 65
Activity based Workflow Diagram ............................................................. 66
Show User List ....................................................................................... 66
Show Process Stats ................................................................................ 69
Export into Excel .................................................................................... 69
Go To Definition ..................................................................................... 70
Save as Visio (.vsd) file ........................................................................... 70
Refresh Workflow ...................................................................................... 70
Workflow Diagram Example 2 ............................................................... 70
Web Administration ..................................................................................... 70
Activity Event Triggers .............................................................................. 72
Trigger Criteria ......................................................................................... 73
Trigger Administration ............................................................................... 74
Viewing and Maintaining Triggers ............................................................. 75
Viewing and manipulating screens ............................................................ 77
What are Window Open, System Event and Screen Content Triggers? ........... 78
How Screen Content Triggers Work .......................................................... 78
Creating a Screen Library Entry using DPA Validator ..................................... 79
Add New Screen (DPA Validator) .............................................................. 79
Deleting a DPA Validator Screen ............................................................... 82
Manually Uploading Screens .................................................................... 82
Migrating a DPA Validator Screen ............................................................. 83
DPA Validator Prompting ......................................................................... 88
Creating a Screen Content Trigger ............................................................ 89
Copying a Trigger ................................................................................... 90
Deleting a Trigger .................................................................................. 91
Email Trigger Example ............................................................................ 92
Click-type Triggers ................................................................................ 99
HotSpots ............................................................................................... 99
HotKey................................................................................................ 100
Trigger Command List ........................................................................... 101
Dependent Triggers .............................................................................. 107
Window Close Triggers .......................................................................... 108
Window Open Triggers .......................................................................... 109
System Event Triggers .......................................................................... 109

Threshold Triggers................................................................................ 110


Client-side MsgPop Trigger Example ....................................................... 111
Internet Explorer Triggers ..................................................................... 114
Terminal Emulator Triggers ................................................................... 115
DPA Validator Performance & Tracing ...................................................... 115
SAP Triggers ........................................................................................ 116
Group Administration ................................................................................. 117
Group Administration .............................................................................. 117
User Team Importer ................................................................................ 117
User Teams Vs User Groups ..................................................................... 118
Manage User Teams ................................................................................ 118
Manage User Groups ............................................................................... 118
Users .................................................................................................... 119
Searching for Users .............................................................................. 119
The User List ....................................................................................... 119
The User Edit Screen ............................................................................ 120
Configuration Versions .......................................................................... 122
UploadSQlite specifics ................................................................................ 122
Remove Sensitive Trigger Content ............................................................ 122
Remove sensitive Data Content ................................................................ 122
XMLCondition structure............................................................................ 122
XmlCondition explained ........................................................................... 123
Allow List ............................................................................................ 123
Deny List............................................................................................. 124
Replace Conditions ............................................................................... 124
Conclusion ........................................................................................... 127
Window Module Administration (Virtual Applications) ..................................... 128
Create a Module ..................................................................................... 128
Web Site Module Example ........................................................................ 129
Keyword (part of window title or URL) ..................................................... 129
Web Site (part of web server name) ....................................................... 129
Replacement Window Text ..................................................................... 130
Content Modules ....................................................................................... 130
Process Desktop Analytics .......................................................................... 132
Process Event ......................................................................................... 133
Pass Back Event ..................................................................................... 133
Pass Back Event and Reporting ................................................................. 133
Step ...................................................................................................... 133
Start Event .......................................................................................... 135
Event List ............................................................................................ 135
Ending the step .................................................................................... 135
Step Order and Reporting ........................................................................ 135
Process .................................................................................................. 136
Ending the process ............................................................................... 136
Incomplete Process detection ................................................................. 136
Logical Operators ................................................................................. 136
Defining a Process .................................................................................. 137
Creating Process Triggers ...................................................................... 137
Creating Steps ..................................................................................... 138
Creating a Process ................................................................................ 139
Tagging Processes and Steps ................................................................. 141
Tag Example ........................................................................................ 142
Difference between Process Passbacks (PROCEVENTS) and Tags/Process Variables
Creating a Process Variable ...................................................................... 144
Creating a Process Passback (Process Event - PROCEVENT) ......................... 145
Screen Library, Trigger and Process Export/Import ........................................ 145
Principal Use Cases / Scenarios ................................................................ 146
Example Scenarios .................................................................................. 147
Using the Importer during an upgrade .................................................... 147
Multiple Desktop-Analytics Server Deployment ......................................... 148

143

Site Info Rules ..........................................................................................


Site Info Rules Types ..............................................................................
Sustained Usage Site Info Rules .............................................................
Event Notification Site Info Rules ...........................................................
Notification Qualifiers ............................................................................
Real-time Data Stream ............................................................................
Live Info Data ......................................................................................
Live Trigger Data..................................................................................
Real-time Reporting ..............................................................................
Defining Rule Set .................................................................................
Defining Rule to be used with LiveTrigger command .................................
Usage Example ....................................................................................
Site Trigger Example ............................................................................
Licensing ..................................................................................................
Active ....................................................................................................
Inactive .................................................................................................
Unlicensed .............................................................................................
Modularized Licensing..............................................................................
Assigning Licenses ..................................................................................
How will I know my license limit has been reached? ....................................
Temporary Licenses ................................................................................
StandAlone Trigger Testing .........................................................................
Overview. ..............................................................................................
Components. ..........................................................................................
SnapShot Procedure. ...............................................................................
Detailed Procedure. .................................................................................
Message Pop .............................................................................................
Whats new .............................................................................................
Coping with old format ............................................................................
Parameters ............................................................................................
Options Explained ...................................................................................
Button Options .......................................................................................
Example: /b1 .......................................................................................
Icon Options ..........................................................................................
Example: /i10 ......................................................................................
Colour Options .......................................................................................
Example: /c4 /k4 .................................................................................
Style Options .........................................................................................
Example /s 2 .......................................................................................
Auto Options ..........................................................................................
Highlighting and Guidance Prompting ...........................................................
Guided Highlighting .................................................................................
Defining and Firing an Highlight trigger......................................................
Guided Prompting ...................................................................................
Trigger Feedback.......................................................................................
General Operation: .................................................................................
Trigger Debug content: .........................................................................
Configuration Key assignment: ..............................................................
Operation: ...........................................................................................
Limitations: .........................................................................................
Remote Tracing .........................................................................................
Overview ...............................................................................................
Default values for tracing groups ............................................................
Typical Operation ....................................................................................
Tracing Options ......................................................................................
Autocapture ..............................................................................................
Introduction ...........................................................................................
Autocapture and Discovery ......................................................................
Autocapture command ............................................................................
PCMONAUTOCAPTURE command options .................................................

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Example of Autocapture Trigger ................................................................


Other Use cases .....................................................................................
Limitations .............................................................................................
Messages ...............................................................................................
Tracing ..................................................................................................
Guidance Script .........................................................................................
Introduction ...........................................................................................
Terminology ...........................................................................................
Wizard User Interface ..............................................................................
Guidance Scripts tab .............................................................................
Copy Data Trigger ................................................................................
Creating and Setting Script Properties .....................................................
Select a name and initial properties for your script ...................................
Select source Screen ............................................................................
Select Source Screen Variables ..............................................................
Create Script Variables ..........................................................................
Select Target Screen.............................................................................
Set Target Screen Options .....................................................................
Specify Target Screen Actions ................................................................
Addendum .............................................................................................
Citrix Installs .......................................................................................
Client footprint .....................................................................................
Computer Name ...................................................................................
Published application mode ....................................................................
Published Desktop mode .......................................................................
Tracing system ....................................................................................
Shutdown procedure .............................................................................
Protection mechanism ...........................................................................
PopData file .........................................................................................
Script Commands .................................................................................
Control Information ..............................................................................
CtrlTrig Commands ...............................................................................
Keynames ...........................................................................................
Proposed User sequence ..........................................................................
Appendix A: Configuration Options ..............................................................
Appendix B: Impact 360 QM version 10 .......................................................
Custom Data ..........................................................................................
Load from a Webservice ........................................................................
Upload from an .XML File.......................................................................
Profile Hierarchies ................................................................................
Multiple Version 10 CTI Link Servers .........................................................
AET Only Configuration for Multiple Version 10 CTI Link Servers ...................
Configuration Storage .............................................................................
Acceptable Commands ............................................................................
Appendix C: Impact 360 QM version 7 .........................................................
Custom Data ..........................................................................................
Pre-requisite Configuration on QM10 Server ............................................
Load from a Webservice ........................................................................
Profile Hierarchies ................................................................................
Multiple Version 10 CTI Link Servers .........................................................
AET Only Configuration for Multiple Version 10 CTI Link Servers ...................
Configuration Storage .............................................................................
Acceptable Commands ............................................................................

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Desktop and Process Analytics

Release Notes

Introduction
Summary listed here encompasses all new key features compared to 10.0.3 HF2
Edit Screen Edit all aspects of a captured screen on the web administration
interface without the need to run DPA Validator again, mainly used where a screen
has been captured and items have not been highlighted correctly or window title
has been incorrectly specified
Migrate Screen Migrate triggers from one screen to another, mainly used for cases
when an application has changed and require the same triggers to be recreated
Standalone Triggers Firing triggers can be tested during the Discovery phase,
without the need of installing a Desktop-Analytics server.
Message Pop Additional functionality now allows changing colour and message
type.
Highlight and Guidance Used for troubleshooting. Controls can be highlighted and
message near control displayed, to remind end users their input is required.
Trigger Feedback Used for troubleshooting. Prompt message appearing before
firing triggers; provide information on the trigger it is about to fire.
Remote Tracing Client tracing can now be activated/deactivated remotely via
Server configurations and traces can be collected directly from the DesktopAnalytics server.
Client versioning information Client files report precise version information for all
executable and supporting files within the DPA client folder. Combined with the
search feature, this enables identification of incorrectly patched or old product
versions
Search enabled administration In previous releases it could take some time to
locate the required trigger or screen. The search facility quickly finds triggers,
screens, applications or windows titles of defined screens or triggers.
Document Open and close Triggers Window open and close triggers have been
refined to cope with many more instances of window and application name
combinations than in prior releases.
No Longer Idle trigger Notification of when a computer goes Idle has always been
in the product. However, it is now also possible to be notified when a machine has
been idle and has now come out of idle state. The trigger fires precisely at the
point of time when a key press or mouse click has brought the machine out of idle
state.

Desktop and Process Analytics Release Notes


2011 Verint Systems Inc. All Rights Reserved Worldwide.

Desktop and Process Analytics

Release Notes

Trigger On Tables Triggers can now be set up pass back a matching row of data
from within a table, available for standard HTML & SAP tables.
Autocapture The Autocapture feature is a Remotely Triggered DPA Validator, where
supported applications can be captured by firing triggers. It can be used during
both discovery and troubleshooting phases.
Enhanced screen library export Previous versions would export a screen library file
containing all triggers and processes defined on a site. The screen export function
has been enhanced to also export all screen bitmap and data information into a
single zip archive.
System State A system state export is available. This will export current state of
the server, including the software & database version, client versions, licensing
details, computer and user details, and screen library into a zip archive for review
by support engineers.
Server Health Messages are available on the front page of the web reporting to
show at a glance whether any misconfiguration of the server has occurred. System
health messages include license details, active trigger / process versions, number
of client machines on the current versions, and will warn where disk space is low or
database is unavailable. The client facing data services can also be paused or
resumed from the server health screen
Unicode support All unicode / wide character sets are now supported. Multi-bye
characters such as those found in Korean, Chinese, or Japanese can be reported
upon, triggered upon , and correctly displayed in any report.
Organizational Teams Users can be grouped into hierarchical teams, allowing
reporting to reflect an organisational structure. The Usergroup feature of previous
versions is retained for triggering and backwards compatibility.
V10 N+N recorder support Multiple V10 recorders can be configured for N+N
recording environments
NOTE
Some of the features and components described in this
document may not be available on every customer site as they are dependent on
the license type purchased.

Introduction to the Desktop-Analytics


Product Suite
The Desktop-Analytics suite captures and analyzes detailed information about how
users throughout an enterprise interact with their business-critical software

Desktop and Process Analytics Release Notes


2011 Verint Systems Inc. All Rights Reserved Worldwide.

Desktop and Process Analytics

Release Notes

applications. Desktop-Analytics gives managers insight into - and the unique


ability to act on - users' minute-by-minute actions in order to optimize business
processes and improve use of resources. This comprehensive information gives
companies the knowledge they need to increase revenue, maximize profit, reduce
costs, and improve operational efficiency and effectiveness.

Activity Desktop-Analytics
Provides detailed information on how your most expensive assets - your technology
and your employees - interact with each other. This is the first step in identifying
how you can best accomplish your business process improvement initiatives.

Event Desktop-Analytics
Analyzes events occurring in software applications (text entered into specific fields,
values returned by the application) and uses these occurrences to trigger other
actions such as notify a supervisor of a critical event, remind an employee to upsell on a product order or enforce compliance related actions. Event DesktopAnalytics can also be used to take information from one application and populate
the specified fields in other applications.

Process Desktop-Analytics
Can recognize an entire business process that may span several software
applications and multiple complex steps, allowing a complete analysis of each
individual step and the process as a whole. Parameters used within the processes
are also available allowing organizations to maximize both the efficiency and the
effectiveness of their operations. Process Desktop-Analytics can also track a
transaction through multiple departments, e.g., a transaction may start in order
placement and move through procurement and finance before finally being passed
to the shipping department. Analyzing how these transactions move through the
organization helps identify system bottlenecks and best practices within each work
group.

Desktop and Process Analytics Release Notes


2011 Verint Systems Inc. All Rights Reserved Worldwide.

10

Desktop and Process Analytics

Release Notes

Process Discovery Desktop-Analytics


Automated process discovery that is based on users' actual activities. This solution
is especially useful when investigating how business processes are currently
implemented. By providing a workflow of the various ways of implementing a
business activity, Process Discovery Desktop-Analytics quickly identifies best
practices and process compliance issues.

Naming Conventions
This document uses the following terminology to describe the Desktop-Analytics
suite of software products.
Machine
A server, desktop or laptop computer that has Desktop-Analytics software installed.
Client Machine
A machine that has the Desktop-Analytics client software running.
Server Machine
A machine on which a Desktop-Analytics server component is installed.
Activity Data
The data collected on each client machine that contains information on how the
machine is being used. This data is placed into a small log file for transport to the
central activity database.
Database
A database that contains all Desktop-Analytics data in a concise and optimized
manner.
Administrator
The user of the system who is responsible for
user/computer/licensing/trigger/group maintenance.
Desktop-Analytics Log
The data collection engine installed on client machines. It is sometimes referred to
as DCUApp.
Web Reporting
Internet browser based reporting and administration facility.
Desktop-Analytics Data Upload Service
The program installed on the server machine, responsible for placing the collected
data into the Desktop-Analytics database.
Live Update Service

Desktop and Process Analytics Release Notes


2011 Verint Systems Inc. All Rights Reserved Worldwide.

11

Desktop and Process Analytics

Release Notes

The Live Update service is used by Web Reporting to display each users/computers
current application, activity and window text.

Notations Used
Where necessary, this manual uses the following notation:
c:\winnt\system
Denotes filenames or system directories or folders.
FileExit
Denotes Menus and sub menu items.

Trademarks / Copyright Information


All trademarks and copyrights within this document are property of their respective
owners unless otherwise stated.

Overview
Synopsis of Operation
Desktop-Analytics clients periodically send log files to a temporary directory,
specified during the installation process. These log files are used by the DesktopAnalytics data service to create the Activity Database (pcmon).

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The system operates using standard network file systems and no new network
protocols need to be installed on the system.
Web Reporting generates both graphical charts and detailed log reports from the
information stored in the database.

Activities in the Database


All user activities that generate a window on the client machine are placed into the
database.
For Example:

Joe Smith was writing a budget proposal on Monday morning. Half way through
the proposal, he checks an email address book for a contact name. He then
finishes the proposal and sends it to the printer.
These activities would be stored as follows:
Date

Time

Duration

User

Computer

Applica
tion
Ms
Word

4th Jan
08

09:13:0
0

4:20

JS002

Joe-Laptop

4th Jan
08

09:17:2
0

0:05

JS002

Joe-Laptop

Ms
Outlook

4th Jan
08
4th Jan
08

09:17:2
5
09:18:1
0

0:45

JS002

Joe-Laptop

5:20

JS002

Joe-Laptop

Ms
Outlook
Ms
Word

4th Jan
08

09:23:3
0

10

JS002

Joe-Laptop

System

Window Text
BudgetProposal1
.doc Microsoft
Word
Inbox
Microsoft
Outlook
Address Book
BudgetProposal1
.doc Microsoft
Word
Print

Although the data is stored in the database in this manner, it does not necessarily
have to be displayed as a simple text report (text reports although detailed, can
become very large and difficult to derive information from). Using Web Reporting,
the administrator can generate graphical reports, charting trends or summaries of
user and application usage for an overall picture of how the company workforce is
performing. (See section below on generating reports).

Desktop-Analytics Server Settings


The Desktop-Analytics Server Settings utility allows the configuration of a number
of server and client operations. This configuration utility is located on the DesktopAnalytics server and can be accessed from the Start All Programs...DesktopAnalytics... Server Settings menu item.
NOTE
Settings in Server Settings should not be changed without consulting the
installation guide (Desktop-Analytics_Installation.pdf)

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Please also note, from 10.0.3 onwards much of the configuration that used to be
set in Server Settings is now performed in the Configuration area of the web site.

Database
DSN Entry
The DSN name is PCMON. This is the ODBC connection used by the Data Upload
service to upload data into the database.

User
The user name with appropriate privileges for accessing the database.

Password
Password for accessing the database.
For information on setting up the PCMON DSN, please refer to
Desktop-Analytics Installation.pdf.

Upgrade
The automatic upgrade facility allows the system manager to roll out a new copy of
the Desktop-Analytics log client without having to physically approach each
machine. Refer to the Upgrade Deployment section for details on how to use the
upgrade facility.

Services
Job Processor Service (default state: Running)
The Job Processor Service, among other things is responsible for the timing of the
upload service. This service can is set to run each of its jobs every 5 minutes.

Server Side Trigger Service (default state: Stopped)


Server side triggers allow a client to send instructions to the Application server, to
execute a program within the application server itself.
NOTE
The Web UI does not restrict assigning a client side trigger command to a
server side trigger. If a client side trigger is assigned to a server side trigger
command, the trigger will never fire.

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Configuration
Configuration of most of the client is now done via the Configuration area of the
web site. The Configuration area broadly mimics the previous configuration system
present in the Server Settings executable, which was only accessible on the server
machine. The Configuration area of the web UI is now available as a standard part
of the Administration web site (http://SERVER/FocusAdmin)

The key difference to the old Server Settings utility is that as well as a default
configuration that is set at install time, custom configurations can be added as well.
Any user or computer can be added to one of these custom configurations. If they
are not specified, then the default configuration is adopted.
The configuration is applied in the following precedence:
Default configuration options are applied.
Any additional computer configuration options over rule the default options.
Any additional user specific configuration options over rule the computer options.
A custom configuration need not have every single option specified in all areas of
the configuration. It could be only a single change. For example, it could be used
to specify a longer transfer interval for only a single individual user. Alternatively, it
could be used to over-rule every configuration setting for a number of users or
computers.

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Licensing Tab
Desktop-Analytics will not function without a valid license key. The licensing tab
can be accessed from the Administration website. It shows the company name to
which the product is licensed and provides details such as expiry date and number
of remaining licenses. Module can be assigned to users or computers.

Renewal or Upgrade of license


Contact your Verint representative should you require a license key. Licenses can
be applied from the Administration websites Licensing tab and from a Start menu
shortcut on the server. Click on the Import license button, a new screen opens
allowing you to browse to the license file and perform an import. Details about the
imported license can be accessed from the Show License Database button.

Configuration Profiles
The Default Configuration is automatically assigned to all users/computers so its
settings will apply to all unless custom profiles are created. In most deployments
only the default configuration will be needed. The items in the Default
Configuration can be viewed by clicking on DEFAULT on the left hand pane. Its
corresponding items will be displayed on the right hand pane. The values in a
DEFAULT configuration cannot be removed only modified and the DEFAULT profile
itself cannot be removed from the system as it contains critical items that are
required for the client functionality.
Items may be edited by highlighting the item and selecting the pencil icon to its
left.
NOTE
The ConfigurationServer entry must be a valid Desktop-Analytics server
name and must be in the format http://SERVER:PORT/services

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Example: Client Group


Below weve changed the snap interval and transfer interval to 0.1 seconds and 5
minutes respectively.

Example: Tray Group


In this example we will enable the Tray Icon and show the View Log option.

Click on the Default profile in the left-hand pane and highlight Tray Group as
above. Now, click on the pencil icon to the left of UseTray and change its value to
Y. Repeat for UseTrayViewLog.

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Custom Profile
Click on New Profile, enter a name
and click Insert.
The name of the profile may be
changed by clicking on the pencil
symbol to its left. It may be deleted
by clicking on the trash icon.
Certain configuration options must be
set. Click on the name of the profile.
An Add Configuration Item button
will now appear in the right-side
pane. This area is used to insert
custom configuration items. The
insert screen has a pull-down of the
items that can be added to a custom
profile and a space to enter the value corresponding to that key. Only one item of
each key type can be added to each profile. Items can be removed from a custom
profile by way of the trash icon and edited by selecting the pencil icon.
NOTE
Deletion of a custom profile will mean that
all users and computers that have been assigned
that profile will now revert back to the DEFAULT
profile and lose the relationship with the deleted
profile.

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Configuration Assignments
Custom profiles are assigned to users or computers from within the Configuration
Assignments tab.
The find pull down list can be used to select a filter to find users or computers.
The search entry box located at the right side of the find pull down list can be used
to search for one item or multiple items separated by one of the following (":" ","
"~" ";"). The search box also accepts a wildcard character "%", which can be
used to return items that match a partial string and the wildcard. For example,
'%st' will return all items ending in 'st' regardless of the characters that preceded
the 'st'. Likewise, 'Chr%' will return all entries that start with 'Chr' and have any
number of remaining characters, whereas '%er%' will return all entries that contain
'er' anywhere in the entry name.

Entering Adm%
returns all computers
starting with Adm.

The administrator can also choose how to find the entries for the computers or
users by way of a dropdown choice list. The choices are (when searching for
computers):
Computers
Search for the entered criteria in the list of computers.
Computer Assigned Group Search for computers that are in groups that match
the entered search criteria.
Computer Assigned Profile Search and return computers that have been assigned
a configuration profile which matches the search criteria.
Unassigned Computers
Ignores the search criteria box and returns all
computers not currently assigned a custom profile.
The list and functionality is the same for computers with the list being Users, User
Assigned Group, User Assigned Profile and Unassigned Users.
The search results are displayed in a grid list which is paged at 15 entries per page.
The grid lists the name and Assigned Profile. Administrators can select rows to
perform operations on if wanting to assign to a subset of the returned list. The
area under the grid list holds the List of Profiles, which can be assigned (all custom
profiles will list here), the type of action that can be performed and an "Apply

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Action" button. To assign a profile, the administrator can choose a profile from the
list and then choose an action from the Actions list and click the "Apply Action"
button to execute the choice.
The available actions are as follows:
To Selected Applies the selected configuration to only the items in the list that
the administrator has highlighted.
To All Pages Applies the selected profile to all the items in the grid list which were
returned from the search.
To Unassigned Applies the selected profile to all entries in the returned list that do
not already have an Assigned Profile.
Remove Assigned
Profile from Selected removes the currently assigned profile from the selected
items in the grid of returned items which in effect reverts the user/computer back
to the DEFAULT configuration.

Configuration Storage
The Default and Computer configuration sent to the client is stored in memory and
(on non-Citrix installs) is also stored within the PcMonConfig.ini file located in the
client directory. The user configuration is stored in the
HKEY_CURRENT_USER\Software\Iontas\Verint\UserConfiguration registry entry as
well as being loaded in memory.

Upgrade Deployment
Deploying an upgrade is a simple process and requires the following steps.
On the server running the Desktop-Analytics Data Upload service create an
Upgrade sub-directory underneath the shared Desktop-Analytics directory. This
new directory must be visible to all client machines e.g.
\\SERVERNAME\Public$\Upgrade.
Add the new versions of the files to be upgraded into this directory. Contact
Support if you do not have these files.
Run the Desktop-Analytics Server Settings utility from the start menu.
Click upgrade.
Type the full local path to the upgrade directory e.g. C:\Verint\public\Upgrade
Click Set Upgrade to activate the upgrade.
Click Start in order to start the upgrade service.
The client machines will begin to upgrade within a few minutes. The upgrade
should be kept in place until you are sure all client machines have had a chance to
upgrade.

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NOTE
A restart of the client machine is not required in order to complete the
upgrade unless you are upgrading Hkproc.dll or MenuHk2.dll.
Removing the upgrade:
Click Stop in order to stop the upgrade service.
Click Clear Upgrade to de-activate the upgrade.

Desktop-Analytics Client MSI Installer


The Desktop-Analytics client may be deployed or upgraded using the MSI installer,
found within the main installer and is named Client_MSI_Install. Please refer to
the Desktop-Analytics Client MSI Installer documentation for more details.

Desktop-Analytics Client: DCUApp


Installed Files
The Desktop-Analytics installation places the following files on each client machine.
Filename
Autocapture.exe
ChatMonitor.dll
CtrlTrg.dll
DCUApi.dll
DCUAppLog.htm
DCUApp.exe
DCUMask.dll
DCUUpgrade.exe
Focus.sxn
Firefoxbho.dll
GSOAP.dll
Hkproc.dll
IEHooks.dll
Localtrig.dll
LiveTrigger.exe
MenuHk.dll
Mspvdx.exe
MsgPop.exe
Notify.exe
PCMod.dll
PcMonConfig.ini
PcMonPost.dll
PcMonTrig2.def
PCMTrace.dll
ProcMon.dll
ProcessMonitor.xml
SAPHooks.dll

Description
Trigger utility
Support library
Support library
DCUApp API
Local copy of tracked data
Main logging client
Masking Dll
Auto-upgrade program
Temporary store
Support library
GSoap dll
Support library
Support library
Trigger utility
Trigger utility
Support library
Protection utility
Pop-up utility
Used for email triggers
Support library
Configuration
Support library (MSI Only)
Trigger cache
Tracing DLL
Process DLL
Process cache
Support library

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ScrGrab.dll
Svstr.exe
Wssssl.dll
Zlib1.dll

Release Notes

Support library
Protection utility
Support library
Support library

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Typical Operation
Computers that have the Desktop-Analytics client software
installed can display a Windows Tray Icon that lets the user
know that Desktop-Analytics client is installed and working
correctly. Display of the tray icon is optional. Refer to the
section on Server Settings for details on turning the tray icon on
or off.
If the tray icon is enabled, the following features are available by right-clicking on
the icon:
About
Displays an about box showing product summary information.
Set Activity
Users can enter the activity they are currently working on, or select one from a
drop-down list.
Start Logging
Allows the user to restart logging of the machine if logging has been suspended.
Stop Logging
Allows the user to disable logging of the machine if required.
View Log
Allows a user to view the log of the current windows session in a web browser
window.
Add Comment
Allows the user to enter a comment into the log. Users can use this option to
highlight a problem they are having during their workday. This comment will be
shown in any log report generated.
Close
Allows the user to shutdown the logging client until the next log in.
NOTE
These features can be enabled or disabled using the Tray Icon settings in
the configuration section of the web site.

Desktop-Analytics Web Interface


The Desktop-Analytics Web Interface consists of two sites; Desktop-Analytics Web
Reporting and
Desktop-Analytics Administration.

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Web Reporting Overview


Web Reporting is a simple 'walk-through' system that guides the user through a
particular set of linked reports. Additionally, any report created can be saved as a
bookmark for future use.

User Permissions
User permissions are separated into different reporting roles. There are four
reporting roles. Applying each role has an accumulative effect on the user to which
they are applied.

User Roles
The web site now contains four user roles that can be applied against each user.
The roles are cumulative in effect.
The purpose of the enhanced user roles is to ensure only specified users can access
detailed log reports about other user activity.
By default, users will be given the standard report user role when they are added
to the system. If a user needs access to the log reports they must be assigned the
Advanced Reporting role by an administrator. The administrator must enter the
user role password to assign the advanced reporting role.
The separation of the administrator role from the reporting roles ensures that the
administrators only have access to the data specified by their reporting role. A
team leader will also only have access to the data specified by their reporting role.
A user can have any combination of roles but if the user has advanced reporting
role assigned then they will have access to all standard reporting role features.
User roles are assigned in the Users section of the Administration site. Edit the
required user.

Administrator
An Administrator has Access to Administration and licensing pages on web site

Standard Reporting
Standard reporting gives a user access to summary reporting without any sensitive
data (window titles or trigger values).
Application Activity Percentages
All bar chart reports (except websites) and without drill down to pc log and
keyword filter
Timeline Report without keyword filter or drilldown to pc or trigger log reports
Process and step log report
Weekly process AHT Report
Daily process AHT Report

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Advanced Reporting
Advanced Reporting gives the full range of reporting features including keyword
filtering on each report. To add a user into the Advanced Reporting role the
administrator must enter the correct role management password.

Team Leader Role


The team leader role allows a user to view data for any team to which they have
team leader status. Note that teams are a new feature and are not to be confused
with trigger groups. A team is a collection of users. Each team can also have a
parent team. A team leader of a parent team has access to each user in all teams
underneath this parent team

User Role Table


Roles are accumulative. The roles table below gives an indication of how to add
roles to users to accommodate reporting privileges
User
Description
normal
Limited
reports user

Roles

Outcome

No role defined
Standard Reporting (default role level)

Standard
User

Standard Reporting
Advanced Reporting

Admin user

Administrator
Standard Reporting
Team Leader

Advanced
Admin user

Administrator
Advanced Reporting
Team Leader

Team Lead
Reporting

Standard Reporting
Team Leader

Management
Reporting

Advanced Reporting
Team Leader

No reporting access
Can run non-keyword
reports on own data
(Data, Triggers and
Processes)
Can run any report on
their own data, including
log reports
Can run non-keyword
reports (Data, Triggers
and Processes) on own
data and members of
their Team(s)
Can use web
administration.
Can run any report on
their own data, including
log reports and members
of their Team(s).
Can use web
administration.
Can run non-keyword
reports (Data, Triggers
and Processes) on own
data and members of
their Team(s).
Can run any report on
their own data, including

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log reports and members


of their Team(s).

Administrative Reporting
In 4.1, for both security and practical reasons, an administrator no longer has the
ability to automatically review every user and every logged data that they create.
Administrators can configure triggers, groups, screens, and so on, but do not
explicitly have the right to view reports.
This can cause problems where an administrator is setting up triggers for a group
of users, and that administrator needs to check database to determine whether or
not triggers are firing. To do this, you need to do the following:
1) create a new team "All Trigger Users"
2) assign your administrator as a team leader of this "All Trigger Users" team
3) Add the users you need to report on to into this team
4) alternatively, set the "parent team" of existing teams to this "All Trigger Users"
team
The administrator can now review the trigger timeline report to confirm whether
triggers are firing
If you wish to give the administrator Full reporting access, then they can also run
trigger log reports on these users for greater visibility of trigger passbacks etc.

Application Groups
Application Groups are groups of similar type applications. For example, you could
have an Application Group called Games. All game applications could be assigned
to this group. Instead of running a report on each game application, you can
report on all games. Application Groups are set up in Desktop-Analytics Web
Administration.

Getting Started
To access Web Reporting, open Internet Explorer and enter the URL the DesktopAnalytics administrator has provided. It is usually of the form:
http://IIS_Server_Name/FocusAdmin

NT Authentication
When a user visits the Web Reporting web site, NT Authentication is used to
establish the users permission level. This means a user with Administrator
permissions will be able to view data and generate reports on all users within the
Desktop-Analytics database. A user with no permissions will be unable to access
Web UI.

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NOTE
New Users have to be set as at least a standard report user before they can
access Web UI

Home Page
The Web Reporting home page should look similar to:

A user with administrator permissions will see Reports and Administration.


A user with team leader permissions on at least one user group will see Reports.
A user with no permissions will be unable to access Web UI

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System status
The new System Status section shows license
information and other information
that is useful in determining the health of the
system. There are plans to expand the
information displayed here in future releases.

Licensed to
This is the name of the company to which the instance of Desktop-Analytics is
licensed.

Licensed for
The number of user/computer license modules purchased and the remaining free
licenses available.

Current User Activity


The Current User Activity section is
similar to the Live Information
report. It shows the current
application and window title for each
selected user. The Team Leader or
Administrator selects the users
he/she wishes to watch.

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Reports
There are 3 reporting options Activity Reporting, Event Reporting and Process
Reporting available on the Reports link on the Web Reporting home page.
By convention all reports are displaying older data at first followed by newer data.

Reports Home Page


Contains links to pre-defined reports. My Reports section contains reports that
have been saved to be available from the home page.

Activity, Event and Process Reporting


Accessing either Activity, Event or Process Reporting brings the user to a page
similar to this:

The reports are then filtered by Category and Type.

Report Category
Each category can be selected using the radio button appearing on the lower left
hand corner of each image.

Report Type
The Type can be chosen from the Report Type pull down list.

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Date Range
A number of pre-defined date ranges such as This week, Last week, Today,.. are
available for selection from the Date Range pull down list. An exact date range can
be defined by Enter Specific Date .

Click here to
enter a specific
date range.

Use the up or down


arrow on your
keyboard to quickly
change a value.

TIP

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Select Filter Item


Other filtered items such as Application, Application Group, User, User Team can
be added to the report. To proceed select the require items from the pull down
list, a new Select Filter value list containing value items opens, select the required
items and click on the Add to Filter button.
NOTE
Remember to click the Add to Filter button to ensure the filter is added.

Click on icon to
the left of a
filter to
remove.

The newly added item now appears under a Selected Filter Criteria section.

Include Idle Time In Report


By default, all reports will include Idle. If you do not wish to include IDLE time in
your reports simply uncheck the box.

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Save Report Feature


Each report has a pin symbol on the bottom-left which is used to save the report
for future use. A link to the report saves on the users home page.
NOTE
The saved reports are user specific so each user gets to add reports to
his/her own home page.

Set Application Chart Colors


Colours can be associated with particular applications or processes. This is a global
setting so affects the display of reports for all users. If colours are not defined
then the reports will default to assigning colours dynamically each time a report is
displayed. The item on the report with the higher value will be displayed in red,
the 2nd highest in yellow and so on.

A link to
the saved
report on
the home
page.

Click on
the pin on
the
bottomleft of
each
chart
report,
enter a
name and
it will be
saved to
your
home
page.

Click here
to assign
a fixed
color to
an
applicatio
n.

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Export to Excel or PDF


All log-type reports can now be exported to Excel or to PDF.

Activity Reporting
The following reports are available if the site is licensed for Activity Focus.

Application Duration Log Reports


Log Reports now paginate. This means they are quicker to load and are also quick
to search.

Navigate
through
the pages
of the
report.

Search for
text
within the
report.

Export to
Excel or
PDF

Application Activity Percentages By User


This report shows the percentage of Active time in Applications per user and per
team.
Below is an example:

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The columns in the percentage active time in applications report are explained as
follows:

Item on report
Active duration
Total Percentage
Lotus Notes
Other Applications

Explanation
The total hours and minutes of non idle time
The percentage of time spent in active duration
The percentage of active time spent in each application
The percentage of active time spent in applications not
shown
Average score for the team included in the report (if any)

Team Average
Thus:
Adding up all applications across the top, will result in the total Percentage
reported, from example above: 90.3% = 20.8 + 0.7 + 9.7 + 23.4 + 9.7 + 2.8 +
3.5 + 19.7
The actual time logged in (including idle) can be calculated as Active Duration /
Total Percentage, from example above, 12hh 48mm / 0.903 = 14hh 10mm

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Application Duration by Computers or Users Reports


These reports can be used to keep track of the number of distinct users using an
application over a specific period of time. These reports are useful for the purpose
of ensuring your organization remains within its licensing agreements or has not
over-purchased software licenses / maintenance. The report may also indicate that
a costly application is being under-utilized. For example, run the report for the
past 6 weeks for a particular application.

Each Website report can cover up to 6 weeks in duration. The number of distinct
users using an application is displayed for each of the 6 weeks. The total weekly
duration of usage is listed beside the number of distinct users. Clicking on the
duration link will produce a bar chart that shows which computers have run the
application.

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Application Duration Reports

Web Site Reports

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Live Information Report


The Live Information Report is used to see what a user or group of users are
currently working on. An administrator can see any users current application,
window title and activity. A team leader will only be able to see data for users who
are members of his/her team(s).

Filter by
A number of filters are available to reduce the number of items being displayed at
any one time. A filter is applied by either typing into one of the 5 text boxes above
the user list, or by making a selection from one of the drop-down lists. It is also
possible to filter by keyword. Filtering by keyword will display a list of all users
whose window text contains the keyword.
The following are some examples of filtering.
Filter by User Group
Click on the Select user group drop-down list and select a user group. Click Go
and the list of users will be filtered to only display users who are members of the
group selected.
Filter by Keyword
Enter the required keyword into the Keyword text box and click Go. The list of
users will be filtered to only display users whose current window text includes the
keyword entered.
Combining Filters
The live information list can be filtered by more than one filter at a time. Taking
the previous examples would allow filtering by user group and keyword.
Replace WinText
From 10 SP4 Hf1 onwards a feature to replace sensitive data from window title has
been introduced.
To activate this feature, edit the web.config located in the services folder and set
the following key ReplaceLiveInfoWintext from false to true. Then edit the
LiveInfoXmlCondition file to setup replacement pattern for the window title.
In terminal services and Citrix environments, in the rare event of users login in
with the same user name, only the first connected session will display.

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Activity Chart Reports


The Application Duration reports are all post-fixed with by . by Activity will only
display data other than Unspecified if an optional component has been deployed
with Desktop-Analytics.

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Application Duration by Application


This report shows the duration for each application for the specified users and data
range.

Select the
next 10
applications
to display.

Other View by Reports


All of the other by Activity reports are generated in the same way as the View
by Application report.

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Activity Timeline Reports


Application Duration Timeline By User/Computer
The Daily Timeline report shows each users application usage over the period of a
day.

The applications are colour-coded so they can be easily differentiated. The


following information is provided in a timeline report:
Log on and log off time
Application usage
Idle time
NOTE
We will show how to create a timeline with other data streams later
e.g. Activity and Event data on the same report.

Idle Time
Idle time is displayed in white. Desktop-Analytics records a computer as idle once
there has been no mouse or keyboard activity for a period of 5 minutes or more
(set in Configuration area). This means if a user is working in MS Word and then
goes for lunch; the period the user was at lunch will be recorded and displayed as
idle. Recording a users idle time is vital in order to get a true picture of a users
application usage.
An option in Edit Report allows you to show or hide the idle time in the Report.

Colour Coding

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Each bar of a time line report is divided into 15-minute sections. Clicking on a
point on a time line bar will produce an hourly time line report for the hour selected
(see below). The colour-coding is assigned based on the application that is most
used by the user during the 15-minute segment.

Application Colors
The application with the highest duration on a time line report is assigned the
colour red. The second most used application is assigned yellow and so on. If MS
Word is the most used application in a time line report then it will be coloured red.
However, if a time line is run for another day and MS Word is not the most used
application, then it will not be coloured red.
NOTE
Colours may be assigned to an application. Refer to the Set Application
Colours section.

Hourly Application Duration Timeline By User/Computer


An Hourly Timeline Report can be generated from the Activity Reporting area or is
more usually arrived at by drilling down from a Daily Timeline report. Clicking on a
section of the Daily Timeline report produces an Hourly Timeline for the one-hour
period that was clicked on.

Drilling down
on a daily
timeline
report
produces an
hourly
timeline.

The Hourly Timeline is colour-coded in the same way as the Daily Timeline.
However, each application that was used is displayed whereas with the Daily
Timeline, only the most used application within each 15 minute period is displayed.
Drilling down on a users timeline produces a Summary Statistics pop-up, showing
details on how the user has used the selected application. For example, the
average duration for each time the user accesses the application is provided.

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Number of times the


user has accessed the
application.

A PC Log Report for that user for the relevant hour is produced by clicking on the
PC Log Report link on the bottom-left of the Summary Statistics window.

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Showing Multiple Data Streams on a Time Line Report


In previous releases, timeline reports could be produced separately for both
Activity and Process/Step data. From 4.1 onwards, it is possible to create a
timeline report showing multiple data streams. When creating a timeline report
(see above), select the required data streams. The example below shows a
timeline displaying Activity and Process data.

The two timelines


next to each user
represent the
selected data
streams.

A separate
legend is
displayed for
each data
stream.

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Below is another example showing Activity, Process Events, Steps and Processes.
We see 4 data
streams per
user.

Time line reports are not limited to showing a single day of duration. To view a
timeline report over a longer duration, select a different time range on the edit
report page.
The timeline axis is automatically adjusted for the time period specified. When
generating a timeline, the timeline shows an approximate representation of the
data for the time period shown. This time line is approximate because it must show
the data with a level of granularity available for the period of time shown.
For example, if a process runs for an hour, stops for a minute, and runs for another
hour, and you show the timeline over a period of 2 hours, it is possible that you will
be able to see the minute gap. If, however, you run the timeline over a period of
12 hours, or a week, it is unlikely that you will be able to see the single minute gap
due to the scaling required to show the full 12 hours on the timeline.

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Activity Event Reporting


Trigger Log Report
Each trigger that fires, whether client- or server-side, results in a record being
written to the Trigger_Log in the pcmon database. The Trigger Log report reports
on this table.

The report is
searchable
and is
paginated.

It features pagination and is searchable, just like the Application Duration Log
Report.

Trigger Count By Passback Report


The Trigger Count by passback report lists each trigger and displays the number of
times the trigger has fired each day.

Process Reporting
Process/Step Log Report
The Process Log report shows a particular step and / or process, for all steps and
processes within a particular time period. To report on a step or process, type the

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matching name (or sub-string of this name) into the Process text box and generate
the report. Only processes and steps matching this criteria will be displayed.

Completed
processes
are
highlighted.
Click on a
process to
see the steps
that made up
the
completed
process.

If you wish to review all steps that have occurred within a process, both those that
are part of the process definition and also steps incidental to the definition but that
have occurred during the process, click on the highlighted process name. The
report will be redrawn only showing the items within this process.
Filtering
In addition to being able to filter by the usual items such as user and Team, it is
also possible to filter by Tag - Transaction ID, Value, Status and Process Value.
How these items are defined is dealt with in the
Process Desktop-Analytics section. These values are essentially values that have
been tagged to the Step or Process during which they fired. Refer to the example
in the section below.

Tracking a Transaction through the Enterprise


Process Desktop-Analytics allows us to track a transaction as it progresses (or
stalls) through different departments. An Event Desktop-Analytics trigger which is
part of a Step or Process definition is given an additional attribute which is called
a Tag. Details Tags can be found in the Process Desktop-Analytics section of this
document.

Process Tag Example (Transaction ID)


In this example we have a multi-department order process. The process ranges
from Front Office all the way through to Shipping. A Process Tag (Transaction ID)
has been created on various triggers through the process. This enables us to track
the instance of the process that users are working on i.e. we can report on which

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users (and when) have touched the transaction. The required Tag is selected
when creating a Process/Step Log Report (or Process Timeline) and the particular
The analyst running this
report spots that the user did
not perform the Address
Verification step.

Transaction ID is specified as below.


NOTE
With Process Tags, we can report on a known problem transaction and
determine where it went wrong.
The resulting report shows the start time of the transaction, the various
departments in went through, the users who worked it and the Steps they took
or didnt take.
Click on a subprocess to see
which Steps were
completed.

Clicking on a sub-process in the Process/Step Name column drills us down to a


detailed report showing the Steps that were followed by that user.
In the above report, the person running the report is aware of the correct process.
It is apparent to this user that a Step has been missed. In this example, the
Address Verification step is missing.

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We have now established where the transaction went wrong. The knock-on effect
of the missed Step is that the order is sent from Front Office to Shipping. The user
who picks up the transaction in Shipping (Frank) is unable to dispatch due to the
address being incorrect. The order is sent to Customer Services.

The customer service representative calls the customer and resolves the address
issue. The order is sent back to shipping and successfully dispatched.
Process Desktop-Analytics has shown us in this example:
A transaction being worked through multiple departments
Who worked the transaction and when
Where it went wrong
The knock-on effect
Instead of going from Front Office to Shipping it went through customer service
and then back to shipping.
Transaction was delayed to the next day.
Customer dissatisfaction.
Potential training requirement for Front Office worker

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Process Desktop-Analytics can also represent on a timeline report the Transaction


passing through the enterprise. Below we see the same transaction as described
above. We can see Paula starting the ticket on 9th June but it only completing the
next day, having been touched by the customer service department.

Process and Step Average Handling Time Reports


The AHT reports show each process or steps or process/steps, their average
handling time along with the number completed.

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Click on the
duration to drill
down to a log
report.

Outliers may be highlighted in the returned data by selecting the Outliers filter
before generating the report.

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The outliers are highlighted in green.

How the Outlying Data is Calculated


The average handling time Process reports have outlier filter options of:
Outlier Selection
Actual Calculation
Excluding up to 25% of the data
Include data within 2 standard
deviations
Excluding up to 11% of the data
within 3 standard deviations
Excluding up to 6% of the data
within 4 standard deviations
Excluding up to 4% of the data
within 5 standard deviations
Excluding up to 3% of the data
within 6 standard deviations
These exclusion options correspond to standard deviations. On any report,
Excluding up to 25% of the data is actually excluding all data that is outside of 2
standard deviations from the average (mean) score. At the very most, the 25%
outlier report will exclude 25% of your data. It might be that all data is within the
first standard deviation. In this case, adding this 25% outlier will do nothing to the
report.
Using the Chebyshev inequality law, for any sample of data, you can only exclude
up to 25% of all items within two standard deviations (this means no less than
75% of your entire sample will be on the report - but it might be as much as 100%
of your sample). Thus this law is used to derive the actual percentages as shown in
the list.
The % figures are used as they are more user friendly from a user interface
perspective.

Process

Event

and

Step

and

Process

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Timeline

By
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User/Computer
The report displays two timelines for each user/computer combination. The top
line shows the Steps and the line below shows the Processes followed. The dots
along the timeline signify Process pass back events (ref. Process Desktop-Analytics
section for more details). Hovering over the dot shows the details of the pass back
event e.g. Property Value: 500000.

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Clicking on a Process or Step results in a Summary Statistics window appearing.


This window show details of the selected Process or Step (AHT, max duration etc)
for the current day as well as other date ranges.
Click on a Process
or Step to view its
Summary Stats.
The resulting popup also shows any
attached Tags.

Process and Activity Data on a single Timeline


As previously discussed, multiple data streams can be displayed on a timeline
report. The example below shows Process and Activity data.
This report is useful as it shows the applications the user(s) was using while
completing a Step or Process. Naturally, it also shows the application usage when
the user is not working on a Step or Process.

Process AHT Line Chart Reports


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Process and Step AHT By User


This report allows us to compare users process or step average handling time
against each other, but also compared to a team.

Above, we see users process statistics over the period of a few days. Each line
represents a user. We can clearly see how their AHT changes. The blue line,
which is marked with crosses shows the AHT for a defined team and can be
displayed for comparison purposes.
This report is generated by
selecting the Peer User Team
against which you wish to compare
the users. The users are selected
by adding them from Available
Filters. The process or step that is
to be reported on, is also added as
a filter.

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Clicking on one of the dots on a line will drill you down to the daily view.

Process and Step AHT By Team


Instead of comparing users, we can compare teams using the Process/Step AHT
Team Comparison Chart report.

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The teams you wish to compare are


selected from Available Filters.

Process Average Handling time


Using this report, we can compare AHT from the perspective of the process or
steps rather than from the users or teams performing them.

The report can be run with filters e.g. it


can display AHT statistics only where the
Transaction Value is greater than 5000.
NOTE
This would require steps or processes
which have been configured to contain
Transaction Values.

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Process Discovery Desktop-Analytics


Introduction
Process Discovery Focus can either be used to display the order in which
Applications have been visited or the order in which triggers (events) have fired,
based on a holistic view of all users.

Activity based
To be used at early Discovery stage, before events have been defined, it doesnt
replace the need to create Event but help to find the most used application and
associated window title. Each users activity data is compiled and reviewed
together. The resulting high level workflow diagram shows which activity most
frequently follow on from each other across the entire user population (also on a
group basis).

Event based
Linked Triggers
Each user's trigger data is compiled and reviewed together. The resulting workflow
diagram shows which events most frequently follow on from each other across the
entire user population (also on a group basis). The results are drawn as process
workflow diagrams using Microsoft Visio (2003 or 2007).
Linked Steps
Each user's step data is compiled and reviewed together. The resulting workflow
diagram shows which steps most frequently follow on from each other across the
entire user population (also on a group basis). The results are drawn as process
workflow diagrams using Microsoft Visio (2003 or 2007).
Add Incomplete Paths
Previously (prior to 10SP4-HF1), if a user started a process, but did not complete,
it was not included to the trigger matrix to be displayed. This option now allow
displaying the paths that are not finishing at the defined end event.
The below diagram provide an example of what is seen when incomplete paths
option is enabled.
Add User List
If require and for scalability, from 10SP4-HF1 onwards, workflow can be drawn
without the user list, as this reduce the amount of data retrieve from the database,
the workflow will generate quicker.
Add Event Values
Similar to User list, this option remove the data from event values to be retrieve
from the database, hence reducing the time it takes for the workflow to be
produce.

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Process based
This generates reports directly from the process data stored in the database, it
does not require the creation of Links.

Overview
The connecting line (pathway) between activities or events varies in thickness
depending on the number of times the two activities or events follow on from each
other i.e. based on the number of times the path has been taken. Using the right

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mouse click menu on this line allows you to review the users that have performed
this pathway, giving statistical data on how much time was taken by each user to
perform this pathway. Users who are outside the norms for the time take to
perform this pathway are highlighted in red (if their connection time is longer than
the norm) and green (if their connection time is shorter than the norm). The basis
for this outlying calculation is the number of standard deviations away from the
average connection time.
Some events fire repeatedly. In this case, a connecting line loops back to itself
showing that this repetition has occurred.
Versions 1.0.0.9185 onwards support both 4.X and 3.X versions.
Pathway
A line connecting two events that represents the number of times any user has
performed these two events sequentially.
Start Event
An event that has been identified as being the start of a particular sequence of
events.
End Event
An event that has been identified as being the end of a particular sequence of
events.
Linked Event
A Start Event and End Event pairing.

Operation
A Process Discovery Focus workflow diagram displays
the most travelled path between two events. The
thicker lines represent a higher number of events.
The diagram on the right shows a Start Event and the
various pathways leading from it. Start Events are
displayed in green. Intermediate Events are displayed in
blue and End Events are displayed in red. Each pathway
between two events shows the number of times this
path was taken.
It is highlighted in red to signify some users who took
this path either took longer than normal or were faster
than the norm. Green arrows indicate no users were
significantly faster or slower than average.

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Recurring events are looped back as seen below.

Settings
Select Settings from the Process Discovery menu option of Microsoft Visio. This is
where the connection to the DAM sever and Links can be defined.

General
The General Tab in Settings is used to setup the connection between the
workstation running Process Discovery and the DAM server, refer to chapter 3.2.7
for more details on setting up the connection with the DAM server.

Advanced Options
Standard Deviation Multiplier
This is the number of standard deviations that the colour-coding of the connections
is based on. Refer to the Show User List section for more details.
Enable Trace
Allow saving exceptions received from .Net and Microsoft Visio into a file, useful to
gather information on usability (i.e: report on Microsoft Visio users that have
deleted an object from the drawing). The resulted trace file is saved into My
Documents\My Process Discovery\Process Discovery Trace.log, the location cannot
be changed.

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Ignore Events
Events selected in Ignore Events will
not be displayed on the diagram.
Events can be easily searched using
the Filter feature, once selected from
the evens List click on the top arrow
to add the event to the ignore list.
Should you wish to remove an item
from the ignore list, simply select it
and click on the bottom arrow.

Linked Event
At least one Linked Event must be created prior to draw a workflow diagram.
Linked Events are created in the Linked Events tab available in the Settings dialog.

Trigger based Linked Event


These types of linked events are based on triggers.

Add/Remove
Events buttons are
disabled until a
new Link is
created.

Step based Linked Event


These types of linked events are based on steps.

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The Add/Remove Events buttons will remains disabled until either a new link is
created by clicking on the Add Button, or a Link is imported by clicking on the
Import button.

Creating a Linked Event


To Create a Linked Event:

Click on the Add button, assign a name to the new linked event and click Save.
Now select the Start Event from the Event List on the left side of the screen. Use
the green arrows to add it as a Start Event. Do the same for the End Event.
A workflow diagram will be drawn for this linked event the next time the Show
Workflow option is selected.

Import
This feature allows you to import any Process Focus Steps which have already been
defined through the Process Focus definition area of the web interface. If Steps are
imported, then a workflow diagram can be drawn between the start event of the
step and the end event of the step. The events visited in between will be drawn.

Selecting a Link Event


Only Selected links will return data for the Workflow reports, this option is
particularly useful if you wish to run Workflows for particular links without having
to wait for all links to display.

This Link has not


been selected and
will not return data.

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Showing the Workflow

This takes you to


the Linked Events
Settings dialog.

Click here to view


existing
Process/Step
definitions.

General Tab
Selection Options
Click on the Process Discovery Focus menu option and select
Show Workflow.
Select the required data and time range.
NOTE
The start and end time range you are defining here will be used for each
day the report is run, i.e: From 5/1/2010 12:00:00AM, To 5/5/2010 01:00:00PM
means that the report will return data for an hour each of the 5 selected days.

Workflow Data Source


Event Focus Data
The workflow diagram will be drawn using the Event Focus trigger data which
resides in the Trigger_Log table in the Focus database.
Process Focus Data

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The workflow diagram will be drawn against the Process Focus data only. Only
events which are defined as part of Process Focus Steps and Processes will be
displayed in the resulting workflow diagram.
Consolidated Activity Data
The workflow diagram will be drawn against consolidated Activity Data. Only data
based on Application and Window Title will display. Two pages will be created, Top
10 Wintext by Duration and Top 10 Wintext by Count.
NOTE
Because this report is based on Activity data from the database PC_log
table, the Selection amount (based on number of rows from the trigger_log) from
the Selection Options is not available, this report can only be run based on a Date
Range, the User Group Filter option is however available.

Top 10 Wintext by Duration


One displaying the top 10 Application/Window title combination discovered that
have the highest duration.

Top 10 Wintext by Count


The other page is displaying the top 10 Application/Window Title combination
discovered that have the highest count (number of times they have been visited).

User Filters
The workflow diagram can be limited to data from a particular User group, User
Team or User.

Click Show to draw the workflow diagram. A workflow will be created on a


separated page for each Linked Event.

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Event based Linked Triggers Workflow Diagram


In this example the report is showing data generated from Event data based on
Triggers.
Start Event shown
in Green

Intermediate Event
shown in Blue
Some Users are
taking shortcut
paths

End Event shown in


Red

Event based Linked Steps Workflow Diagram


In this example the report is showing data generated from Event data based on
Steps.

Start Step shown


in Green

Process based Workflow Diagram


End Step
shown
in extracted
In this example the report is showing data generated from
Process
data
Red
from the database. In this case Start and End Event didnt require to be defined
as a Link, therefore there is no notion of start/End steps but each step will
displayed chronologically as they are ordered in the database.

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Activity based Workflow Diagram


In this example the report is showing data generated from Consolidated Activity
data.

Show User List


From the Workflow Diagram, Right-click on an arrow and select Show User List.

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Here we see the list of users who took this path. The count is displayed for each
user along with their average time to complete the path between the two events.
Users highlighted in red are above the standard deviation. This means they took
longer to complete the step. Users in green made the step very quickly. The red
users are calculated adding the Group Average + Standard Deviation. Users with
an average above this total are highlighted in blue; slow users. The yellow users
are derived by subtracting the Standard Deviation from the Group Average. Users
below this figure are the fast users.
The Standard Deviation camn either be calculated on Average Duration or
completion percentage, the Multiplier defaults to 1. If it were 2 then the above
calculations are performed as follows.
Group Average + (Std Dev x 2) and Group Average (Std Dev x2)
Report on all users section:
Completion %: This represent the percentage of completion for each users, taking
Angela Jones as an example from the screen shot above, 96% means that 4 % of
Paths didnt complete (didnt end at the end event you defined as your end Link
Event).
Figures other than 100% completed can only happen when the add incomplete
path option was used to drawn the report.

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Report per user section:


Completed: Status regarding the path, incomplete paths (paths that didnt end at
the end event you defined as your end Link Event) will show as No.
Show Values
From the Workflow Diagram, right-click on an event and select Show Values to see
the events trigger definition.

An event is an Event Focus trigger allowing us to view details of each instance of


the trigger. The date/time is provided for each fired trigger along with user,
computer and any additional attributes such as Transaction ID. Refer to the main
Focus user guide for more information on Transaction ID, Value and Status.

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Show Process Stats


From the Workflow Diagram, right-click on an event and select Display Process
Stats to see the events trigger definition.

The top section of this report shows statistical information for the list of users that
have followed the same path. Clicking on a user from the Statistical report all
users section will display detailed duration per user in the lower section of the
page.
Standard deviation calculation is made on the list of users and detailed durations,
this to allow quick visual comparison.

Export into Excel


From the Statistics window,
clicking on the Excel icon
open a workbook displaying
the Statistical data.

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Go To Definition
From the Workflow Diagram, right-click on an event and select Go To Definition to
see the events trigger definition.

Save as Visio (.vsd) file


The workflow diagrams can be saved as a .vsd file. This allows a user who has
Visio, but does not have Process Discovery installed, to view the drawing and to
change the layout.

Refresh Workflow
A workflow diagram can be redrawn with different parameters while keeping the
same layout. For example, this allows you to view differences in the workflow from
one date range to the next. Workflow Diagram Example 1 above was drawn
with a 3 day date range. Below we see the same workflow drawn but for only 1
day. As you can see, the layout is the same but the number of connections
between events is much less.
From the Process Discovery menu in Visio, select Refresh Workflow.

Workflow Diagram Example 2

Web Administration
To access Web Administration, open Internet Explorer and enter the URL DesktopAnalytics administrator has provided. It is usually of the form:

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http://IIS_Server_Name/FocusAdmin
NOTE
The website can also be accessed using
http://IIS_Server_Name/Focus_admin or
http://IIS_Server_Name/Focus_web urls.
The Web Administration home page defaults to the System Status page and will
look like this:
The system status area shows client and version information.
The Control Web Services area allows you to temporarily shut down the client
facing web services.
Log Record Service Pausing this service will force all subsequent data to remain
on the client machines. This is useful if the server is out of disk space, or for some
New Feature:
Heading while the server
other reason the logged data needs to remain
on client machines
docketc).
objects
can be
is attented to (upgrades, database updates,
Pausing
and resuming this
collapsed
service immediately will cause it to flush expanded
its currentordisk
cache. : Useful when you
this client
allowsmachines.
for greater
want to confirm data is being received from
use of screen real estate

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Configuration Service Pausing this service will stop any configuration changes
from being received by the client machines. This is useful if you are conducting a
planned change to a large number of configuration options, and you wish to stop
configuration changes until all updates are completed.
Pausing and resuming this service will force the configuration system to update
itself immediately. Useful when you need to quickly force a new configuration out
to the client machines.
Help Screen System State
The Help page shows system status
messages.
It also allows you to export the system
state to a zipped archive. This archive
can include the screen library and also
the current user, computer, and system
files as CSV data files. On Installation
and trouble shooting, this system state
should always be exported as an initial
support task.

Activity Event Triggers


Desktop-Analytics may be used to trigger any application based on predefined user
application usage. Only users with administrator permissions in the DesktopAnalytics database can create or modify triggers.
The program or command that is called by a trigger is configured in the Trigger
Commands section of Administration. A trigger can run any program. The path to
the programs executable is entered along with appropriate command line
parameters. Desktop-Analytics ships with a number of standard trigger
commands, but it is possible to add additional commands if required.
Triggers and Screens are now combined into a single screen. The Triggers screen
displays all triggers grouped by the screen they are based on.
NOTE
When a client-side trigger fires, the trigger event is written to the local SXN
file. This means the event will not appear in the Trigger_Log until the SXN file has
transferred to the server and has been uploaded into the database. The time-

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stamping of the event will still relate to the time when the trigger fired so the data
contained in the Trigger_Log will be as accurate as before. The Trigger_Log will
just not be updated in real-time.

Trigger Criteria
Each control that is selected on a trigger can contain one of a number of criteria,
which, when met, will fire the trigger command. Standard trigger criteria are
shown below:
The Equal To and Not Equal To criteria are special
cases for the following reasons:
Use of Blank : If you require a trigger to fire when
an element is blank or not blank, then you must
always use either equal to or not equal to.
Specifying that a field contains or does not contain
<blank> will result in a trigger that does not fire.
Starts with / Ends with : you can set a trigger to
fire it it starts with ( or does not start with ) a
particular patten by using the equal to and not equal to criteria, but with the
additional code as shown below.
Starts With Trigger criteria
To configure a trigger to fire against a starts with criteria, define the trigger as
normal, and set the trigger criteria to be Equals to. Now, where you normally
type the condition value, you include the DPARX^ prefix. The bitmap below
shows how to set the criteria for the readout element of a trigger to fire when it
starts with 123 : DPARX^{[1][2][3]}.
Ends With Trigger criteria
To configure a trigger to fire against an ends with criteria, define the trigger as
normal, and set the trigger criteria to be Equals to. Now, where you normally
type the condition value, you include the DPARX{}$ prefix. The bitmap below
shows how to set the criteria for the readout element of a trigger to fire when it
ends with 321 : DPARX{[3][2][1]}$
Note how each character must be surrounded by [ ] brackets. The entire
condition must be enclosed with { } and terminated with the $ symbol to signify
the end of the line.
For more information and examples on starts with and ends with, see the
10SP4HFR4 release notes document, DPA_10SP4-HFR4-Release Notes.

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Trigger Administration
Triggers and Screens are now combined into a single screen. The Triggers screen
displays all triggers grouped by the screen they are based on.
Searching for Triggers/ Screens/ Applications/ Window Titles

Search for the


required trigger,
screen, application
or window title.

Selecting Edit icon


on the screen gives
you access to the
new Screen Edit
and Migrate facility

Selecting the linked


trigger name will
open the trigger for
editing
In previous releases it could take some time to locate the required trigger or
screen. The search facility quickly finds triggers, screens, applications or windows
titles of defined screens or triggers.
The search box also accepts a wildcard character "%", which can be used to return
items that match a partial string and the wildcard. For example, '%st' will return
all items ending in 'st' regardless of the characters that preceded the 'st'. Likewise,
'Chr%' will return all entries that start with 'Chr' and have any number of
remaining characters, whereas '%er%' will return all entries that contain 'er'
anywhere in the entry name.

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Viewing and Maintaining Triggers


The triggers screen allows for a number of additional features. You can expand a
trigger to quickly review its conditions without the need to actually navigate to the
trigger editing screen.

Search for the required


screen, will result in listing
only the screen and its
associated triggers (if they
exist)

Clicking on the Edit screen button will


open a new edit page for this screen.
Clicking on the delete icon will delete
all triggers, content modules,
processes and steps attached to the
screen

The enable / disable


screen buttons will
enable or disable all
triggers associated with
this screen

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You can instantly copy a trigger using the Copy to New Function.

Screen Content triggers are attached to screens. A screen is uploaded from the
DPA Validator utility by clicking on the Add New Screen, or by importing a screen
library. Once uploaded, screens are shown on the same triggers page. You can
search for your screens using the filter at the top of the page
Selecting the expand
v chevron will display
all criteria associated
with the selected trigger
Copy to New
quickly creates a
new trigger against
this screen

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Viewing and manipulating screens


Once your screen has been uploaded, there are a number of editing features you
can perform on it. You edit a screen by selecting the screen edit icon on the
trigger list page.

Migrating screen allows you


to move triggers from one
screen to another

Select new controls to


be used in all triggers
for this screen.

Screen Name - Change screen name as desired.


Window Text - The window text is an important criteria for firing any trigger
associated with the screen. Make sure that only the most generic or specific
window title is included on this screen.
Application - read only. You cannot change the application filename for a trigger.
Screen controls - The screen controls highlighted on the bitmap are those items
that can be used for triggers. You can add more screen controls by clicking on the
bitmap. If a screen control can be added without the need for re-grabbing the
screen, it will get highlighted
Once you save your screen changes, the newly highlighted items will be available
for you to use in any subsequent trigger definition.

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What are Window Open, System Event and Screen Content


Triggers?
Window Open triggers allow you to trigger a program to run whenever the
following situation occurs:
When a particular User, working on a particular Computer
During a particular time frame
Opens a particular Application with a particular window title.
Gain Focus on a particular Application with a particular window title.
System Event triggers allow you to trigger a program to run whenever the
following situation occurs:
When a particular User
Logs on to his computer.
Logs off from his computer.
Screen Content triggers allow you to trigger a program to run whenever the
following situation occurs:
When a particular User
Working on a particular Computer
During a particular time frame
Opens a particular Application
With a particular window title
Types something into a particular text box
Or
Selects something from a particular List
Or
Selects something from a particular pull-down list
The program that is run by a trigger is configured in the Trigger Commands section
of Desktop Analytics Admin. A Screen Content or System Event trigger can run
any program. The path to the programs executable is entered along with
appropriate command line parameters. Desktop Analytics ships with a number of
standard trigger commands, but it is possible to add additional commands if
required.

How Screen Content Triggers Work


Desktop Analytics must recognize the particular screen to which you wish to attach
triggers. In order to do this, it uses a Screen Library. The screen library lists all
screens that will be recognized, and allows you to generate triggers that attach to
each screen.

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Creating a Screen Library Entry using DPA Validator


Click on the Triggers tab in the Administration section.

Add New Screen (DPA Validator)

Click on the Add New Screen button on the main Triggers screen.
You will be prompted to either run or save this utility. For security purposes, it is
best to save this application locally to somewhere that you have full read and write
permissions, such as your desktop.
Once downloaded, clicking on the DPA Validator file will open a small window in the

top-left corner of your screen. This is DPA Validator. This utility is used to
generate screens to which you can later attach your triggers.
Typically, you can just select capture and then select the application you wish to
base your triggers upon. The settings dialog controls how particular aspects of the
capturing and triggering system interact with the target application.
New functionality has been added to DPA Validator which makes it possible to
select table columns as a single control. In order to enable this functionality after
downloading DPA Validator, as per above instructions, click on Settings. In the pop
up window that appears select the Capture Columns option as shown in the below
image, and click OK.

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Once this setting is selected, in order to capture the full column as a single control,
hold down the SHIFT key while selecting the relevant control using the left mouse
button. It is also possible to capture individual row elements. To do this simply
select the control in the normal manner.
NOTE
Another new feature to 10SP4HF4 is the use accessibility feature. For more
information on this feature see section below on internet explorer browser triggers

Performance & Tracing


Opening DPA Validator direct from a web site, or opening it where the filename
contains the application server to be used, will force the validator to run with no
tracing. This ensures the fastest capturing of screens. Previous releases always output
some degree of tracing which could cause performance issues when capturing
complex web pages.
Setting DPA Validator to include tracing may cause it to become unresponsive due to
the additional time it takes to output full accessibility features that are present in the
latest versions of the product.
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If you find DPAValidator is taking too long, it may be that the directory it is using for
the grabs folder is being targeted by anti-virus utilities and as such may cause a slow
down due to virus scanning activity on the trace file. If this occurs, please try disabling
the anti virus utility for the period of the validation session, or move the DPA
Validator executable to an area of disk that is free from Virus Scanning.

Editing a DPA Validator Screen


If a screen has been Captured but not all required controls have been highlighted
in red, then the screen can be edited from the Triggers section.

Click on
the pen
to edit
Locate the required screen and click its Edit Screen button. Click on an non- the
highlighted control to select it as an available trigger control.
screen.

Care must be taken if editing the Window Text or Application values. Both of these
fields must only the full or sub-string of characters from their original values. For
example, if the original Window Title is Order Form then I must not add in any
additional characters, otherwise such a screen will never be found which will result
in any triggers based on this screen not firing.
NOTE
Controls can only be added to the screen. Controls highlighted during the
original DPA Validator capture cannot be removed.

Reasons to Edit a Screen


When screen originally captured:

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Required control was not highlighted


Window Text not correctly edited

Deleting a DPA Validator Screen


To delete a screen, click on the Delete button on the right hand side of the screen.
Click Activate Trigger Changes to apply the changes.
Click on the
trash to
delete screen

Manually Uploading Screens


This feature can be used to cover cases when a screen had been previously
captured by a standalone DPA Validator (a DPA Validator that is not set to upload
to a server), the resulted bmp and clf can manually be uploaded to the DPA
server.
Click on Upload Screen, a screen similar to the below appear. Browse the location
of the clf and bitmap, type the application name.
TIP
Edit the clf in Notepad to retrieve the application name.
If the application does not exist, it can manually be added by clicking on Add
New Application
Enter a Friendly name, so that the screen can easily be retrieved.
Select Overwrite Exsisting Screen if the screen had previously been uploaded.

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Migrating a DPA Validator Screen


The Migrate screen feature allows you to move a set of triggers from one screen to
another.
This can be used in a number of different scenarios, from optimizing trigger
definitions, to coping with upgraded client software.

Optimising triggers
During initial definition of triggers, you may find that the same screen has been
captured two or three times in DPA Validator, each with a couple of triggers
assigned to it. Best practice is to move all your triggers onto a single captured
screen. This makes it easier to find the triggers (since they are grouped by screen
on the trigger definition page) and easier to check and manage them.

Updating a Screen
A number of triggers may be set up on a web page or application. After a period of
time, the target web page or application may get changed due to external updates
or other factors. At this point, you will need to capture the new screen. It is time
consuming to build up all triggers on the new screen based on the old triggers. To
do this in migrate screen, you capture the changed application and ensure all items
are highlighted in their correct positions. Once this has been done, and the new
screen is in your screen library, you can select the edit icon on the old, existing
screen, and select the "migrate" button. You must manually decide which elements
from the old screen are equivalent to the items on the new screen. To do this you
must have enough elements highlighted on both screens before you perform the
migrate. Once all items are selected and matched between the old and the new
screens, you can select the "move" triggers button to move all the triggers defined
on the old screen over to the new screen. Note you must make sure you match up

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all controls from the source screen with all controls on the destination screen,
otherwise you will not be able to move all triggers correctly.

Coping with different versions and different applications


Sometimes, one set of users may be using a new system, while another set of
users may be using an older system. In this situation, you need triggers to fire
both on the new system and also on the older system, in parallel. With migrate
screen you can make sure that all triggers fire in both situations. Capture the new
screen as before, however, select the "copy" rather than "move" button. This
leaves all existing triggers as they were, and adds a new set of triggers on the
destination screen as well. Now you have a set of duplicate triggers which will work
on the new system as well as the old system. An example of using migrate screen
in this way is to copy a number of triggers from an Internet explorer 6.0Web page
to an Internet Explorer 9.0 web page.

Migrate screen sample


In the below sample, we will see how to copy or move triggers from an older
version of an application to a screen captured of a newer version of the same
application. This correspond to Coping with different versions and different
applications, but the same steps will be used for the other cases.
Lets imagine that we currently have triggers based on an Windows XP version of
Calculator, with the arrival of Windows7 we are in need to move the triggers from
the older to the newer version of Calculator.
Select the screens
To move a set of triggers from one screen to another, first select the screen that
contains the triggers you wish to move the triggers from. The Migrate screen
button is not visible on screens that do not have triggers attached to it.
On the trigger list page, select the Edit icon. This takes you to the edit page for this
screen. A new button, Migrate screen will be available if this screen has triggers
assigned to it.

Click on Migrate
Screen.

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Clicking on Migrate screen open a new Dialog, this is where the target screen is
selected (the screen to which the trigger will be migrated). The search feature can
be used to quickly find the target screen, this by entering criterias such as screen
or application name.

Type a Screen or
Click on the Target screen from the list of availableApplication
screen matching
your search
name and
criteria.
click on the search
(magnifying glass)
button.

Selecting the controls to migrate


The order for selecting source and target controls is important, the first selected
control from the source screen (on the left), will be replacing the first selected
control from the target screen (on the right), and so on, allowing triggers based
controls of a screen to be migrated to the corresponding control of another screen.
The green up and down arrows can be used to re-order the controls.

Controls colour coding


A colour code has been assigned to controls, these works as follow:
Source screen (on the left)
Controls that are highlighted in green indicate that they are used in triggers, all
these controls must be selected to be migrated.
Controls that are highlighted in red indicate that they have been selected, but they
are not used in any triggers.
Target screen (on the right)
Controls will only be highlighted in red, which indicate that they have been selected
and that trigger can be based on thems.
NOTE
The same number of controls are required to be selected from the source
and target screens, all controls that have associated triggers must be selected.

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Use Up/Down
arrow to re-order
the controls

Controls
highlighted in
green are already
used in triggers

Automatch controls:
This feature can be used to automatically select the controls from the source and
corresponding controls from the target screen. However it is important to note that
this feature will only function for screens that are quite similar in terms of control
position and type.

Click this button


to auto populate
all the source and
corresponding
target controls.

Copy All Triggers: This button make a copy of all triggers based on the source
screen and keep the original triggers.

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Move All Triggers: This button make a copy of all triggers based on the source
screen and delete the original triggers.
The migrated triggers will appears with a name starting with Migration of.

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Release Notes

DPA Validator Prompting


DPA Validator now includes prompts if it detects errors that users commonly make
when working with it. This is in response to issues where multiple visits have been
required to a site in order to capture screens. DPA Validator new prompts will cut
down on the number of repeat site visits by getting the DPA Validator right first
time.

Java
DPA Validator will prompt you to install Access Bridge if you attempt to capture a
Java application and it detects Access Bridge is not already installed.

Trusted Sites
Sometimes production workstations have security in place which restricts access to
Internet Explorers DOM. Access to the DOM is required by both DPA Validator and
ultimately by the Desktop-Analytics client as well.

MDI
DPA Validator will prompt to Capture the Parent window of an MDI application if it
detects a Child window has just been Captured.

Firefox
Desktop-Analytics requires an additional install in order to DPA Validator or trigger
from web pages within Firefox. The Desktop-Analytics Firefox installer is found in
\Verint\Web_Reports\WinGrab\MozillaDCUApp. DPA Validator will prompt to install
this installer if it is not detected. This must be installed both on machines where
DPA Validator.exe is used, and also on target machines where triggers are to be
fired against Firefox.

HotSpots
Warnings are displayed if DPA Validator detects that you are trying to draw
HotSpots in the following unsupported scenarios:
On a web page.
On a terminal emulator.

Nothing Highlighted on Screen


DPA Validator will warn if you attempt to upload a screen that has nothing
highlighted on it.

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Unique Window Title


The Unique Window Title field is very important. Warnings are produced if an
screen upload is being attempted with the Unique Window Title:
Unedited
- there may be e.g. a session ID that should be stripped.
Containing characters which were not in original window title.

Tracing
If DPA Validator contains the name of the application server within its file name, it
will not generate any tracing by default. You must specify tracing using the settings
dialog in this case. If DPA Validator does not contain a server name, then it
defaults to generate tracing and HTML files where relevant.

Creating a Screen Content Trigger


To create a screen content trigger, click on the Add New Trigger button located
near the DPA Validator screen.

Click on Add
New Trigger
to create a
trigger based
on that
screen.
The new trigger definition screen makes it easier than ever to define a trigger.
Parts of the screen will be familiar to users of previous releases. One notable
change is that each highlighted control is no longer listed on the trigger definition
page. The user clicks on each of the controls he/she wishes to use as part of the
trigger condition or as a passback. Only those controls are displayed.

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Click on the
required
controls and
they will be
displayed above
the screen.

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Trigger Commands
The Trigger Commands section is where you define applications that will fire when
trigger criteria are met. The following variables may be passed to a Trigger
Command:
%USER
%COMPUTER
%APP
%WINTEXT
%DATE
%TIME
%TRIGNAME Name of the trigger
%TRIGVAL Value of controls from which the trigger is passing data
%FORMAT details below
%TRIM details below
%PARSE details below

Copying a Trigger
Creating multiple triggers off the same screen may be speeded up significantly by
using the Copy to New Trigger feature.
Search for the existing trigger on the Triggers page
Click the Copy to new trigger button to the right of the trigger.
Enter the name of the new trigger and make whichever changes you require for the
new trigger.
Click on Save when finished.

Click on this
button to Copy a
trigger.

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Deleting a Trigger
To delete a trigger, click on the Delete button on right hand side of the trigger.
Click Activate Trigger Changes to apply the changes.

Click on the trash


to delete a trigger.

The New Control Trigger button will take you to the Trigger Definition Screen
where you can create a new trigger based on the Outlook Express New Message
screen.

Server-side Trigger Commands


Server-side Trigger Commands are executed on the Desktop-Analytics server.
An example trigger will be described that uses the Notify email program. Notify
can be used to send an email to a defined email address. Notify is shipped with
Desktop-Analytics. Other trigger commands are listed later in this section.

1.1.1.1.1 Notify Trigger Command


Execute On Server is selected as Notify is executed on the Desktop-Analytics
server. The first Additional Parameter items field contains the name of the
domain from which the email will be sent. Parameter 2 is the name of the mail
server you wish to use to send the email.

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Client-side Trigger Commands


Client-side Trigger Commands are executed on the Desktop-Analytics client. The
executable being called must reside on the Desktop-Analytics client.
Message Pop (MsgPop.exe) Trigger Command
Message Pop is shipped with Desktop-Analytics and intended for use as a clientside trigger command. By default, Message Pop is installed to each DesktopAnalytics clients Desktop-Analytics\Client directory. When triggered, MsgPop will
pop up a message on the Desktop-Analytics clients desktop. See the MsgPop
trigger example for more details on MsgPop.
Other client-side trigger commands are listed later in this section.

Email Trigger Example


Open up a new email message. In this example we are using
Microsoft Outlook.

Now go back to the DPA Validator program and select Grab. Click on the message
window again. DPA Validator will momentarily disappear (this to avoid polluting
the screen when grabbed) and pop up a new window containing the grabbed
screen.

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Selecting Controls
Click on the controls on which you are interested in basing the trigger criteria of
future triggers. Right-click on a highlighted control to de-select it.

In our example, 4 controls have been highlighted in red. This means we will be
able to attach triggers to the From, To, Cc, Bcc and Subject of an email.
If clicking on a control results in it being highlighted in blue, this means DPA
Validator does not support this type of control. It will not be possible to base a
trigger on such a control.
Another DPA Validator window is opened.

This window allows you to customize the screen library entry for this screen.

Number of controls found


This shows how many individual items DPA Validator has found on the window.

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Unique Window Title


This is the exact text that will trigger AppAlert to look for data control triggers in
the application. In our example, if you leave it as it is, it will only successfully fire
on windows that have the window title New Message. Care must be taken if
editing this value. Characters may be removed from a unique window title to make
it more generic. However, characters must not be added to the unique window
title. This would prevent the trigger ever firing since the window title would not
exist.
Click Upload to Server to add this screen to the Desktop-Analytics server. The
screen is now available to be searched for from the Triggers section.
The Trigger Definition screen shows you the screen grabbed by DPA Validator and
allows you to set up all the appropriate criteria that will be used to fire the trigger.
Type a unique name for your trigger in the Name of Trigger field.

Command to execute
Select the required Trigger Command from the pull-down list. In our example,
were using a Notify Trigger Command.

Additional Parameters
The Additional Parameters field is used to enter command line arguments for the
Trigger Command that will be specific to the current trigger. In our email example,
we will enter the following:
-fTrigger@xyz.com -tjohn.smith@xyz.com -sSupport Email %USER on
%COMPUTER has emailed Support at %TIME on %DATE
The above equates to:
-fFrom Email Address -tTo Email Address -sSubject Body

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NOTE
This field has a limit of 1024 characters.

Fire this trigger after its criteria


A trigger can be configured to only fire after its criteria has been met a specified
number of times. By default, this is set to 1 which means the trigger will fire
each time the trigger criteria is met. Setting this to 5 will mean the trigger will
only fire after the trigger criteria has been met 5 times or more.

Select Users, Computers and Expiry Time


User Group
Select the user group for which this trigger will fire. By default, this
is set to All.
Computer Group
The computer group for which this trigger will fire. By
default, it is set to All.

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Specify Criteria
The user clicks on each of the controls he/she wishes to use as part of the trigger
condition or as a passback. Only those controls are displayed.

Click on the
required
controls and
they will be
displayed
above the
screen.

Equal to
Trigger when equal to item
Not Equal to
Trigger when not equal to item
Less than
Trigger when less than item
Greater than
Trigger when greater than item
Contains
Trigger when contains item
Does not contain
Trigger when it does not contain item specified
Has Changed
Trigger when value of control has changed
On Clicked
Trigger when control is clicked
Exists At
Trigger when control exists at this location (only applies to Win32
applications more details below)

Combining Trigger Criteria


Logical items can be combined to make up the trigger criteria. For example, we
could create a trigger that would fire if an email is typed to an email address
containing support AND the subject contains the word Iontas.
Criteria can be set for up to 5 control fields. For example, when control 2 contains
support AND control 3 Has Changed AND control 5 contains the word Iontas.

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Process ID, Value, Status etc are known as Tags and will be explained in the
Process Desktop-Analytics section of this document.

Pass Back Values


In this example, we are creating an AppAlert trigger where the To address
contains the word support.

We also want to pass back the value of the Subject field to our Trigger Command
executable. To do this, we simply check the PassBack value beside the Subject
control. This means the trigger will fire when an email is sent to an email address
that contains the word support. In addition, the subject of the email will be
passed back to the Trigger Command executable. In our example, were using the
Notify email program. Notify will send an email to the address defined in the Notify
Trigger Command. The email will include the support e-mails subject (Control 3s
PassBack value).

Pass Back Truncation


The maximum size per passback value is 256 characters. This means if you only
have two pass backs, they will each have a maximum character limit of 256. The
[Control Name] for each pass back is not counted in the 256 character limit.
The total number of characters available to pass back per trigger is 2048, so if the
trigger has more than 8 pass backs then the maximum number of characters
available for each pass back will be less than 256. The more pass backs the trigger
has, the less characters there will be available for each pass back. For example, if
you have 9 pass backs, then 2048 is divided by 9, leaving 227. Each pass back will
have a maximum size of 227 characters. In this case the 227-character limit will
also include the controls Control Name ([Control Name]).
By default, the value of a control is passed back if that control is being used as part
of the trigger criteria. The control may be excluded as a passback just like any
other control. As previously stated, a maximum of 5 control fields may be used on
which to base the trigger. A further 15 control field values may be passed back.
Once you have checked all the details are correct, select Save.

Activate Trigger Changes


The new trigger(s) must now be activated. Click on the Activate Trigger Changes
button. This button will disappear once pressed. The trigger is now active. All
client machines are immediately notified of the new trigger.

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Test a New/Modified Trigger


After creating or modifying a new trigger, you should verify it is working. Perform
the activities outlined in the trigger criteria and the trigger should fire. In our
Notify example, we will know if the trigger has been created successfully as an
email will be received. Another way to verify the trigger has fired is to check the
Trigger_Log table in the Desktop-Analytics database. This table will show the time
and details of triggers that have fired.
NOTE
When client-side triggers fire, they do not update the Trigger_Log table
immediately. The trigger events are written to the SXN file so the Trigger_Log will
not be updated for a few minutes. The timestamping will still be correct. It is set
at the time the trigger fires.

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Click-type Triggers
Only one button-click, menu item or HotKey can be defined per trigger. For
example, a trigger based on File .. Open menu option being selected AND an OK
button being clicked, is not allowed. Two separate triggers may be defined
instead.
Each application/WinText combination may have only:
64 button-clicks/Hotspots/Anchors (any combination can make up the 64)
+
64 menu-clicks
+
64 hotkeys
NOTE
This limit is based on the application and WinText combination. It is not on
a per screen basis. This is important to understand since multiple screens may
have the same application and WinText combination.

HotSpots
Hotspots allow you to create a trigger based on a control that is otherwise not
supported by AppAlert. The screen is grabbed in the normal way. Controls that
are supported by AppAlert can be highlighted as normal. Controls that are not
supported (highlighted in blue) can be selected by drawing a box around them.
Holding down the Ctrl key, simply draw a box around the control in which you are
interested. Once the box is drawn it is highlighted in red, just like the other
selected controls. Upload the screen in the usual way.

The hotspot control/object will be


listed on the Trigger Definition
screen just like standard objects.
Only Equal to should be used as
the criteria.
Care should be taken when drawing
the box not to draw the box bigger

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than the control on which it is based. A trigger based on the hotspot below would
never fire not only because it is bigger than the control but also because the box
covers an area outside the toolbar in which Send/Receive is found.
NOTE
Only one HotSpot can be defined per trigger.
A HotSpot is treated like a button-click. Each application/WinText combination can
have:
64 button-clicks/Hotspots/Anchors (any combination can make up the 64)
+
64 menu-clicks
+
64 hotkeys

HotKey
A Hotkey trigger is used to fire a trigger when a specified key is pressed on a
defined screen. The Outlook hotspot trigger described above will fire when the
Send/Receive button is clicked. Following on from this example, we may wish to
create a hotkey trigger to fire when F5 is pressed on the keyboard (F5 is the
function key associated with most versions of Outlook). The Trigger Definition
page now contains an option to define a Hotkey. In the example below, we can
see the HotKey Pressed criteria has been selected and F5 has been entered as the
chosen key. This trigger will fire when the user hits the F5 function key.

NOTE
The Outlook examples above describe two separate triggers. It is not
possible to create a single trigger to cover both examples. The example below
would not work:

This would mean the trigger would only fire if the Send/Receive button AND the F5
key were selected. Remember the logic when defining criteria based on multiple
controls is AND and not OR.
NOTE
A button-click trigger must not be defined on the same trigger as the
HotKey.

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Supported Keys for HotKeys


Only the following keys are supported as HotKey triggers.
CTRL+ Keys 0 9 and A Z
ALT+ keys 0 9 and A Z
SHIFT+ keys 0 9 and A Z
F1 F46
NUMPAD 0-9 and *,+,-,.,/
NUMLOCK
SCROLL LOCK
LEFT SHIFT, RIGHT SHIFT
LEFT CONTROL, RIGHT CONTROL
LEFT WINDOWS, RIGHT WINDOWS
HOME, END, PAGE UP, PAGE DOWN, DEL
TAB, ENTER, ESC, SPACE, PAUSE, BACKSPACE, UP, UP ARROW,
RIGHT, RIGHT ARROW, DOWN, DOWN ARROW, LEFT, LEFT ARROW,
CANCEL, CLEAR, CAPS, CAPSLOCK, SELECT, PRINT, EXECUTE, PRINT
SCREEN, INS, HELP.
LEFT MOUSE, RIGHT MOUSE, MID MOUSE, X1 MOUSE, X2 MOUSE,
CONTROL, BREAK, IME KANA/HANGUL, IME JUNJA, IME FINAL, IME
HANJA/KANJI, IME CONVERT, IME NONCONVERT, IME ACCEPT, IME MODE,
PRIOR, NEXT, WIN CONTEXT, APPLICATION, SLEEP, LEFT MENU, RIGHT
MENU, BROWSER BACK, BROWSER FORWARD, BROWSER REFRESH,
BROWSER STOP, BROWSER SEARCH, R1, BROWSER FAVORITES, R2,
BROWSER HOME, R3, VOLUME MUTE, R4, VOLUME DOWN, R5, VOLUME
UP, R6, NEXT TRACK, R7, PREV TRAK, STOP MEDIA, PLAY/PAUSE
MEDIA, M1, START MAIL, M2, SELECT MEDIA, M3, START APPLICATION
1, M4, START APPLICATION 2, M5, OEM_1, );, PLUS, +, COMMA,
",",MINUS, -, PERIOD", "DOT", ".", "OEM_2" , "/",
"OEM_3", "APOS", "~", "[", "]", "'", "OEM_4", "OEM_5",
"OEM_6", "OEM_7", "OEM_102", "L1", "L2", "L3", "L4",
"L5", "L6", "L7", "L8", "L9", "L10", "APP", "ATTN", "CRSEL", "EXSEL", "EOF"
"PLAY", "ZOOM", "PA1", "CLEAR"
Hotkeys on just alpha/numeric are NOT supported.

Trigger Command List


Trigger Output Command Line Option
When a trigger is fired, it contains all name/value pairings that are associated with
it, both the conditional values that are used to fire the trigger and also any
passback items that have been selected. This output is termed the Trigger String.
A number of string functions can be performed on this trigger string to include all
or some of it as a command line parameter to be sent to the trigger command
executable.
Our examples below all use a trigger based on the following screen

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Passback time zone


when Month pull-down
contains February

%TRIGVAL
Placing %TRIGVAL in the trigger command instructs the trigger system to output
the entire trigger string of all trigger passback classnames and values into the
trigger command line argument.
%TRIGVAL Example:
[CalWndMain]28 February 2007[Static]Current time zone: GMT Standard Time
%FORMAT
The %FORMAT command is a way of printing only the value of particular trigger
criterion, instead of printing out the entire trigger string. Using the %FORMAT
command will output the value of the specified class name on the command line,
along with any other strings contained in the %FORMAT statement. It is designed
to be used instead of %TRIGVAL and is especially useful when combined with
%PARSE,
"%PARSE<CalWndMain>28?2007%PARSE<Static>Current?one%FORMAT My
Favorite Month is<CalWndMain>%FORMAT in<Static> gone by"
This runs the two pre-processor %PARSE statements and the outputs the result
along with the additional text specified as the trigger string:
My Favorite Month is February in time z gone by
%FORMAT and %PARSE can be used in this way to format exact command line
parameters that may be needed when integrating into another system.
%PARSE
%PARSE is a pre-processor operation that is added to a trigger command line to
parse a particular value in the trigger string. The operation can split a text value
by matching for both before and after strings, if necessary. It parses the string

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and returns only the middle section that it might find, using the following
operators:
%PARSE<classname><prefix string to match><string to return, designated by
'?'><postfix string to match>
%PARSE on its own does NOT print out any output to the trigger command line. It
only modifies the trigger string obtained by the trigger. To print out the parsed
item, you need to combine it with either a %TRIGVAL command or a %FORMAT
command
For example:
"%PARSE<Static>? time%TRIGVAL"
This will first modify the static value and then print out the full trigger string:
[CalWndMain]28 February 2007[Static]Current
Note how as soon as %PARSE encounters the string time it returns the sub-string
Current. It does not need to continue looking for the rest of the remainder time
zone: GMT Standard Time
%PARSE can be applied to each value in the trigger string:
"%PARSE<CalWndMain>28?2007%PARSE<Static>Current?one%TRIGVAL"
The above will run two pre-processor operations and then print out the resulting
trigger string:
[CalWndMain] February [Static] time z

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%TRIM Command
The %TRIM command is used to extract a sub-string of characters out of a
controls passback value.
%TRIM<controldispname1>offset1,size1<controldispname2>offset2,size2....<cont
roldispnameN>offsetN,sizeN %TRIGVAL
OR, if you wish to output only two control display names rather than the entire
trigger value:
%TRIM<controldispname1>offset1,size1<controldispname2>offset2,size2....<cont
roldispnameN>offsetN,sizeN %FORMAT <controldispname1> <controldispname2>
This will trim a control value by taking the sub-string starting at offset for the size
of characters.
If the offset is negative, the offset is calculated from the end of the string.
If size is -1 then the sub-string runs from the offset to the end of the string
Similar to a %PARSE command must be followed by either %FORMAT or
%TRIGVAL in order for its value to be output.
For Examples:
ControlDispName: Test
Control value abcdefghijklmnopqrstuvwxyz
%TRIM10,5
%TRIM10,-1
%TRIM-10,5
%TRIM-10,-1

will result in klmno


will result in klmnopqrstuvwxyz
will result in qrstu
will result in qrstuvwxyz

PCMONTAG
A PCMONTAG trigger can be used to insert values from objects into the WinText
field. The extra data contained in the WinText can then be reported on in Web
Reporting.
PCMONTAG updates the WinText in a similar way to a Content Module. However, a
PCMONTAG is actually a little more powerful than a Content Module since it allows
you to define a condition. The WinText will only be updated if the condition is met.
Below is an example of PCMONTAG in use. It is configured in a similar way to
MsgPop.

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The trigger will fire when the year is not equal to 2005. When the trigger fires we
want to insert the value of the Date object into the Date and Time Properties
WinText. The usual WinText for Date and Time Properties is either "Date/Time
Properties" (Win2k) or "Date and Time Properties" (XP/2003). When our trigger
fires, this WinText will be replaced with whatever the new date is e.g. if we change
the year to 2006, then the new WinText will be
27 SEPTEMBER 2006.
PCMONLOGONLY
When a PCMONLOGONLY trigger fires, nothing happens other than the trigger
event is written to the SXN file and then it will make its way to updating the
Trigger_Log. No third-party command is executed.
Create a Trigger Command called PCMONLOGONLY. Select "Execute on Client" and
replace the path with PCMONLOGONLY. No other parameters are required.
NOTE
Process only or DAT install does not allow logging of triggers. If you require
troubleshooting to determine whether your pc activitv or process triggers are
working, please use the trigger debug feature of the product to confirm that
triggers are correctly firing.
PCMONADDREC
This trigger command allows you to insert a record into the PC_Log table of the
DAM database. This means the record will appear alongside the Application
Analysis data rather than the AET trigger data. The PCMONTAG command also
affects the PC_Log. However, the PCMONTAG command differs in that it only
updates the WinText field of a PC_Log record whereas the PCMONADDREC
command allows you to specify the application as well. The command accepts the
following parameters:
%FORMAT <APP> <WINTEXT>
A passback value may be inserted as either parameter. This is done by simply
replacing APP or WINTEXT with the object name of the passbacks value which you
wish to enter as the application or WinText.

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Stop DAM Logging


PCMONSTARTLOG and PCMONSTOPLOG are used to stop and start DAM Application
Analysis data capture. No additional parameters are required for either trigger
command. When a PCMONSTOPLOG trigger fires, DCUApp will not collect
application usage data until either a PCMONSTARTLOG triggers fires or the machine
restarts/ logs in again.
NOTE
Triggers continue to fire after PCMONSTOPLOG is called. Only Application
Analysis (application usage) data is affected.
TRIGOUT (ReceivedTriggers.txt)
This command is typically only used for troubleshooting. When it is called, it writes
out to C:\Triggers\ReceivedTriggers.txt on the server (can also be configured as a
client-side command). TRIGOUT supports %APP, %TIME etc variables.
KEYLOGGING
The KEYLOGGING commands are used to trigger recordings of the keyboard buffer.
The PCMONKEYSTARTLOG command can be called with a number of parameters.
PCMONKEYSTARTLOG (Start Key Logging)
The Start Key Logging command calls PCMONKEYSTARTLOG with a parameter of
ANPFC. This means the following keyboard buffer data will be captured.
KeyType
Items covered
Example Data logged
A
a-z, A-Z
a-z,A-Z
N
0-9,numpad0 numpad9
0-9, |sN0|-|sN9|
other punctuation
P
\ , . / ; [ ] - = `
F
Function keys
|F1| - |F24|
C
other control keys
|DEL|, |END|, |TAB|
PCMONKEYSTARTLOG (Start Alpha-numerical Key Logging)
Only the data below will be captured if this version of the command is used.
KeyType
Items covered
Example Data logged
A
a-z, A-Z
a-z,A-Z
N
0-9,numpad0 numpad9
0-9, |sN0|-|sN9|
NOTE
The above PCMONKEYSTARTLOG commands can be edited to be called with
any combination of the KeyTypes above.
PCMONKEYSTARTLOG (Instant Key Logging)
If the parameter AUTOSTOP is included in the trigger command, then the keyboard
buffer will only be monitored while the trigger condition is true. As soon as the
trigger condition is no longer detected, the keyboard buffer will stop logging.
PCMONKEYSTOP (Stop Key Logging)
A trigger calling this command will stop the collection of keyboard buffer data.

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Key Logging Database Storage


Key Log events are stored in the Event_Log table. The Event_Log table is a
collection of foreign keys as denoted below:
Event_log.EvType = Eventtype_List. EvTypeID
Event_log.Event1 = Event1_List.EventID
Event_log.Event2 = Event2_List.EventID
Event_log.Event3 = Event3_List.EventID
Event_log.Event4 = Event4_List.EventID
Event_log.Event5 = Event5_List.EventID
Table.ColumnName

Description

EventType_List.EventName
Event1_List.eventName
Event2_List.eventName

KEYLOG: denotes event type as keyboard buffer


Trigger Name
contains Application Name corresponding to
keystroke trigger
Contains wintext found during keystroke trigger
contains Keyboard buffer entries for this timestamp
not used
time spent while keyboard logging
FramePeriod of event (nearest 15 minutes to event)
TimeStamp of when the keyboard buffering started
timestamp of when the keyboard buffer data was
written out

Event3_List.eventName
Event4_List.eventName
Event5_List.eventName
Event_Log.Duration
Event_Log.FrameTime
Event_log.LogTime
Event_log.EndTime

Dependent Triggers
A dependent trigger is one that will only fire if the trigger on which it depends has
already fired. For example, lets say you wish to receive an email notification but
only when a user completes a sale in the CRM application that exceeds $10,000.
The email notification is configured to only fire if the high sale value trigger has
already fired for the user.

Create a Dependent Trigger


Create a trigger against which you wish to attach a dependent trigger e.g. create
the high sale value trigger.
Ensure is
this value
set to
NONE.
Next, create the dependent trigger. A dependent trigger is configured in the same
way as any other trigger. The only difference is that the trigger against which you
wish to attach the dependency is selected from the Select a trigger that must fire
before this trigger can fire) pull-down list.
Select the
trigger
that must
first fire.
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Trigger Expiry
Sometimes it is necessary to force the expiry of a trigger in order for it to be
available to fire again. To do this, enter a value in the Fire again even if no
change detected after field. The value is in seconds.
Once the trigger fires and the expiry time has elapsed, the trigger has been reset
and is now available to fire again.
NOTE
This does not mean the trigger will immediately fire again. The trigger will
fire the next time its condition is met. This may or may not be the case
immediately after the expiry time has elapsed.

Expiry Command
If a trigger has an expiry and you wish a command to ALWAYS fire once the expiry
time has elapsed, then set up an expiry command. Select the required command
from the Select a command to fire at expiry pull-down.

NOTE
The Select a command to fire at expiry option is only displayed if a trigger
expiry has been set.

Window Close Triggers


A Window Close trigger will fire when the window on which it is based closes.
There is no trigger condition other than the window closing.

A Window Close can be set to fire EITHER when the window completely closes or
each time the window loses desktop Desktop-Analytics.

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Window Open Triggers


A Window Open trigger is not based on a captured screen. The trigger is purely
based on a combination of the applications executable name and the characters
that appear in its window title. For example, we can set a window open to fire
when the application is IEXPLORE and the window title includes New Ticket.

NOTE
The With Window Title Containing filter is based on characters that appear
in EITHER the window title OR the URL, if the application is a web browser.
A Window Open trigger can be set to either fire every time the window gains
desktop Desktop-Analytics OR only when a new instance of the window has been
opened.
NOTE
This MUST be the applications executable name and NOT the friendly name
assigned to the application e.g. it must be IEXPLROE instead of Internet Explorer.

System Event Triggers


Similar to Window Open triggers, System Event triggers are not based on captured
screens.
PC Startup Trigger
A PC Startup trigger will fire when a user logs onto his/her computer. PC
Startup triggers are configured in a similar way to Window Open triggers.
PC Shutdown Trigger

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A PC Shutdown trigger fires when a user logs off from his/her computer. It also
fires if he/she shuts down the computer.
NOTE
A PC Shutdown trigger must be configured as a server-side trigger. A
client-side PC Shutdown trigger will not fire.
On Idle Trigger
This type of trigger will fire when a specified computer goes idle. More information
on Idle is available in the Configuration section of this document.
No Longer Idle Trigger
A No Longer Idle trigger fires when a computer comes out of idle.
NOTE
Moving the mouse will not bring a computer out of idle. There must be
keyboard or mouse-click movement.

Threshold Triggers
Triggers fire immediately when their trigger criteria are met. Threshold Triggers
may be used to fire a trigger once a users usage of an application has reached a
defined threshold. For example, a threshold trigger could be used to send an email
notification to a users supervisor once the user had exceeded his/her
daily/weekly/monthly web usage limit.

The above Threshold trigger will fire for each user when the user reaches 1 hour of
Internet Explorer usage during the period of 1 day. This example fires an email
notification to the users supervisor saying, %USER has exceeded his/her daily
web usage limit.
Threshold limits may be defined for the period of a day, week or month.

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One Day of PC Use


the defined limit is on a per day basis
One Week of PC Use
the defined limit is on a per week basis
One Month of PC Use
the defined limit is on a per month basis
NOTE
By their nature, server side triggers only fire against the Application server. A
Trigger that uses a client side trigger command will not fire correctly on a threshold
trigger.

Client-side MsgPop Trigger Example


The Message Pop (MsgPop.exe) Trigger Command is created during the server
installation and should not need to be edited.

MsgPop
triggers
must be
set as
client-side
triggers.

MsgPop may be called with the following parameters.


-p%TRIGVAL

Must be present in the trigger command.

-sTITLE
This is optional. The title will be AppAlert if omitted.
Replace TITLE with the title you wish to appear on the title bar of the message.
Setting to s%TRIGNAME means the title will be the name of the trigger.
Body Enter the text you wish to appear in the message in double quotes. Using
<tag> allows us to place the triggers PassBack values in the message body. The
tags relate to the triggers Control Name. In the example well use <Address>,
<Name>, <Title> and <Phone>. These are all Control Names in our trigger. \n
creates a new line in the message body.
To illustrate MsgPops functionality well create a trigger that fires MsgPop when a
new contact is created whose address contains Donegal.

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Grab the Outlook Contacts window


Our MsgPop example is based on the Outlook Contacts window, so the next steps
are to grab this screen and create our trigger.
The grabbed Contacts screen should be given a Unique Window Title of Contact
(remove Untitled - ). Ensure the Full Name, Job Title, Company, Address,
Business and Phone controls are selected before uploading the screen to the
server. Click on the Contacts thumbnail to create a new trigger. Enter a Trigger
Name of Unsupported Address and select Other MsgPop (msgpop.exe) as the
Trigger Command.

Enter the following as additional command line arguments:


-s%TRIGNAME "<Address> is an area we no longer support \nPlease call
<Name>, <Title> on <Phone>."
Enter an appropriate Control Name for each of the controls that were grabbed.
NOTE
The names given to the Control Names must match the <tag> names used
above. For example, <Address> may be used in the message body because
control 6 has an Control Name of Address.

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The triggers criteria will be, when Control 8 Contains Donegal. This means the
trigger will fire when a user creates a new contact that has Donegal as part of
his/her address. Click Generate Trigger followed by Activate Trigger Changes.
When the trigger fires, the following message will be displayed on the users
desktop:

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Internet Explorer Triggers


Internet explorer triggers are slightly different from other triggers in that mouse
and keystrokes are treated differently. Internet triggers are set against mouse
clicks occurring within the web page. Key strokes are detected within internet
explorer for content based triggers only ( such as where a user is typing into an
input field ).
Additionally, only the internet browser object is captured for validation and
triggering within DPA Validator. Thus, the other objects that are not directly
related to the web page , such as the browser address labels, or favourites tool
bar, or similar are not included and cannot be used within any trigger definition.
Some internet web pages include ActiveX objects. These objects obey their own
interface rules outside of the standard internet browser document object model.
As such, triggers cannot be guaranteed to work against all ActiveX objects. As a
rule of thumb, if DPA Validator highlights a large expanse of a web page with a
single red box, it is likely that the contents of this box is an active X object.

For such cases, You can cancel the capture, and review the settings of DPA
Validator. There is an option under web settings to enhance the capture of HTML
pages, Use Accessibility Capture. This setting should be enabled if at first an
ActiveX component of a web page does not get highlighted.
Note: Adobe Flex shockwave flash objects are not currently supported in DPA.
However, other Accessibility base shockwave or embedded servlet technologies
are supported with the Accessibilty Capture setting.
With the onset of Internet Explorer release 9, a number of significant changes
have been made by Microsoft to the way it renders HTML. For example, Menus,
images, or text may appear in a different position than expected or than when
rendered within internet explorer 9 compatibility mode and / or Internet explorer
versions 8 or below. ( see Microsoft kb article http://support.microsoft.com/kb/956197 ).
If you require Internet explorer 9 without compatibility mode, then you may need
to recapture and migrate screens that have been previously captured in earlier
versions of the browser. Compatibility mode should allow existing triggers to fire
correctly even if originally validated against earlier versions of the browser. Again,
as a rule of thumb, if the page looks different within Internet Explorer 9, it is most

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likely that you will need to capture the screen again within the new browser
before triggers will fire against it.
In all cases where new screens are required for Internet Explorer 9, you should
group these triggers against a known list of computers that have this browser
version installed, so as to ensure that they are not also being sent to DPA clients
that have earlier browser versions.

Terminal Emulator Triggers


DPA Validatoe supports a number of Terminal Emulators using COM to interrogate
the terminal emulator screens. A second approach on older emulator systems is to
employ the HLLAPI approach. HLLAPI suffers from issues around multi tasking and
is not Unicode compliant, and so COM based Terminal emulators are preferred. A
number of Terminal emulation systems only support interrogation in a particular
emulation setting, such as VT100 only, or Telnet only. Currently supported
Terminal emulators are available within the supported applications document.
The table below lists some more well known terminal emulator applications and
their degree of support within the product
Emulator
Software

Vendor

Integration
method

Versions
supported

Emulator
mode
restriction
?

Multisession

Notes

Attachmate
extra

Attachmate

COM

8.0

Telnet only

Yes

Does not
support
embedded
version

Attachmate
Reflections

Attachmate

COM

15

Telnet only

Yes

iSeries

IBM

COM

5.8

9542

Yes

Rumba PC to
Host

Rumba

HLLAPI

7.4

No

Yes

Rumba Web
To Host

Rumba

COM

5.3.1

No

Yes

DPA Validator Performance & Tracing


Opening DPA Validator direct from a web site, or opening it where the filename
contains the application server to be used, will force the validator to run with no
tracing. This ensures the fastest capturing of screens. Previous releases always
output some degree of tracing which could cause performance issues when
capturing complex web pages.

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Setting DPA Validator to include tracing may cause it to become unresponsive due
to the additional time it takes to output full accessibility features that are present
in the latest versions of the product.
If you find DPAValidator is taking too long, it may be that the directory it is using
for the grabs folder is being targeted by anti-virus utilities and as such may
cause a slow down due to virus scanning activity on the trace file. If this occurs,
please try disabling the anti virus utility for the period of the validation session, or
move the DPA Validator executable to an area of disk that is free from Virus
Scanning.

SAP Triggers
SAP Triggers can be detected only if both server side and client side SAP scripting
has been enabled on the target system. Triggering against SAP supports version 7
and above of SAPGUI. There are a number of limitations inherent within the SAP
triggering system.
Some SAP controls will be highlighted as hotspot controls on the bitmaps
created and uploaded by DPA Validator. This is expected behavior. Those controls
highlighted in this manner cannot be used for triggers other than click events.
SAPGUI Vs SAPLOGON / SAPLGPAD : SAP Scripting is only supported when
running SAP applications using SAPLOGON/SAPLGPAD. Make sure that your SAP
application suite is configured to use SAPLOGON/SAPLGPAD rather than SAPGUI.
Please note that if you create triggers based on SAPLOGON they will not
automatically work with SAPLGPAD and vice versa. Triggers must be defined
separately for both application names.
SAP Table column triggers are supported on the following types of control:
SAPGUIGridView tables, and SAPGUILabel tables. Tables comprised of text labels
do not support column scan triggers because only the visible portion of the table
is made available for triggering against.
As mentioned in the Release notes, SAP Scripting can sometimes prevent a
minimized SAP application from being restored by clicking on it. In these cases,
you must right click and select the restore option to regain the focus of the
application.

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Group Administration
In this section User Groups, Application Groups and Computer can be added, edited
and deleted. The operation of each is similar. User Groups is used below to
illustrate how grouping is used.

Group Administration
Group administration for users, computers and applications allows easy addition of
people to teams, computers to rooms, applications to application groups etc.

User Team Importer


New to 4.1 is a User Team Importer which is used to import an organisational
structure (e.g. from Activity Directory).
TeamImportXML.exe is located in the \Program Files\Verint\Desktop-Analytics
directory on the Desktop-Analytics server. The files associated with Team Importer
are:
TeamImport.xsd
TeamImportXml.exe
TeamImportXML.exe.config

Sample import file


Configuration file

When TeamImportXML.exe is run, it reads in TeamImport.xsd. The user


information contained within the xsd file updates the existing User Teams in the
Desktop-Analytics database. Items which can be automatically updated using
Team Importer are:
Users Insert new, edit or delete
Teams Insert new, edit or delete
The path to the xsd can be changed in the TeamImportXML.exe.config.
The execution of the Team Importer can be automated by setting it up as a
Scheduled Task.

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User Teams Vs User Groups


New to 10SP4 is the notion of a User Team. Users are grouped into User Teams for
reporting purposes whereas the old Group structure from previous releases
remains for the grouping of users/computers for Triggers and Configuration.
In earlier releases, users could be a member of multiple groups. This was
problematic from a reporting perspective as it meant you could not truly compare
two groups application usage because each group might share some of the same
users. A user can now only be in a single team. However, User Teams are
hierarchical so each team can have a Parent Team.
Users can be members of multiple User Groups. It is important to carry over this
functionality to cover the scenario where users may jump from group to group on a
daily basis. If a user is usually only in Group1 but sometimes provides cover for
Group2, then by assigning the user to both groups we can be sure that triggers
assigned to each group will fire for the user in question as required.

Manage User Teams


In this section you can create User Teams and assign a Parent Team as required.
Teams can also be edited or deleted. A team leader can be assigned to the team
as well but only if the user is already a team leader of another team(s).

Manage User Groups


Click on the Manage User Groups button from within the Users section.

On this screen you can add a new group or edit/delete existing ones.

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A Team leader can be


added to a number of
User Teams

Users
To manage users, the Users Tab is selected within the web administration area of
the web site.
This will present a list of users by default, showing their display name, computer
user name and assigned computer group.

Searching for Users


The main User administration page shows users which match the search criteria at
the top of the page. Users can be displayed by filtering on a user group, or
filtering on a user name. The search result shows all users that match the criteria.
For example, selecting User Group and then T% then shows all users that are in
any groups that begin with T.

The User List


The user list allows a quick view of the user and the group to which they belong.
Additional information shows the current version of trigger and process definitions
that they are operating against.

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The User Edit Screen


Editing the user is done by selecting the Edit icon against the row for the specific
user. After selecting the users edit icon, all elements of the user can be edited
directly on the same page.

A User does not


need to be a
team leader of
the group to
which they
belong.

After changing the row, you must select the Save changes
changes
option.
The following tasks are covered on the User Edit screen:

Tick box or cancel

Renaming items
You can rename a user or computer on this screen. You should only rename
inactive users or computers.
NOTE
Care must be taken when doing this If you rename a user, this does not
affect the data coming from that logged user. Data will continue to be logged as
the old username, and you will be now taking up two licenses for the one element
in your database.

Changing Display Name


You can change the display name for a user or computer once you have selected
the Edit option for that item. After completing the change, you must remember to
save or cancel the changes for the change to take effect.

Assigning Administrators
An Administrator has full access to the web reporting and administration areas of
the product. Care should be given when assigning users as an administrator. To
assign a user as an administrator, select the Administrator check box against the
user.

Assigning Team Leaders

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A team leader cannot administer the web site, but can report on any of the users
and teams that they are associated with.

Select the team leader check box first. Then select the teams that your user should
be a Lead of from the Leads selection box. Finally, select the Tick box at the
end of the item to save the change.

Assigning User/Computer Status


A User or computer can be
assigned as Active of Inactive.
An active item will take up one
license as appropriate. An
inactive item will not take up a
license. If a user or computer is
assigned as inactive, then no
data will be logged for this
user. The DCUApp client tool will still run, but in an inactive mode that should only
check for licensed status. Set a user to inactive if you still wish to report on their
data, but you know that no new data will come from this user. Set a computer to
inactive if you still wish to keep data for that computer but it is no longer in
operation (e.g. computer has been re-imaged with a new name).

Deleting Users/Computers
A User or computer is deleted by selecting them, and then selecting the
icon.

Delete

Only a single warning is shown. If you select ok, the user or computer is marked
for deletion. You cannot at present undelete an item. Deleting a user or computer
does not stop data arriving. If you delete a user or computer from the system, but
data is still available for this user / computer, then a new item will be added to the
system.

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NOTE
To remove logging from a user or computer, you keep that item in the
database, but mark them as inactive

Configuration Versions
The Configuration Versions section is where we can report on for example the
Trigger or Process Version of users. This is useful in either determining a new or
changed trigger has fully propagated and also from a troubleshooting perspective
(trigger has not fired because the user does not have the trigger yet).

The Export All option is used to export the existing search output to a spreadsheet
for further analysis or to share with others.

UploadSQlite specifics
Remove Sensitive Trigger Content
The uploader will not load trigger values into the TRLValue field of the Trigger_Log
table if the UseTriggerValue option in the UploadSQLite.exe.config file is set to
True:
<!-- Flag to include Trigger value -->
<add key="UseTriggerValue" value="true"/>

Remove sensitive Data Content


The XML Condition file allows for removing sensitive data from the logging stream.
It does this by having a number of include / exclude / pattern matching features.
Each feature is progressive and additive.

XMLCondition structure
The structure of the XML condition set is as follows:
<allow list>
<application>
<windowtext>
<deny list>

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<application>
<windowtext>
<replaceCondition 1>
<application>
<fields>
<split features>
<replace features>
<getmatch features>
<replaceCondition 2>
<application>
<fields>
<split features>
<replace features>
<getmatch features>
...

XmlCondition explained
In each case, sensitive data is specified by a regular expression, and typically is
set against a specific application and window title.
Regular expressions are a defacto standard method for matching text patterns
within a larger portion of text.
While we are allowing regular expressions to be used within the conditions, we do
not support training in regular expressions themselves.
NOTE
We expect only service personnel to be modifying complex regular
expressions.

Allow List
Any application/ window title combination contained within the Allow list area of
the XML condition will be added to the database despite any rules that are
included within the Deny list.
Application Expression : EG OUTLOOK or OU*OOK
Window title Expression : EG * (matches every outlook window) or
^.*Message.*$ (only matches windows containing "Message", does not
change outlook windows such as "in Box", "New Appointment", etc).

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Deny List
Any application/ window title combination contained within the DENY list that is
not also matched by an item in the Allow list will *NOT* be placed in the
database. Reporting on any such item will show a complete absence of data in the
database (i.e likely to return "not enough data to display" error.
Application Expression : EG OUTLOOK or OU*OOK
Window title Expression : EG: * (matches every outlook window) or
^.*Message.*$ (only matches windows containing "Message", does not
change outlook windows such as "in Box", "New Appointment", etc).

Replace Conditions
These allow you to replace the content of the data stored in the database, rather
than remove it entirely. You can have any number of replace conditions.
Each condition is additive and obeys precedence. Thus care must be taken when
adding more than one replace condition into the XMLCondition file, since
potentially the same data can be modified against each ReplaceCondition.

Application
ReplaceConditions have an application to include or exclude. The specified
application can include wildcards. If you only need to specify included
applications, there is no need to have an <exclude> application tag.
EG: Include all applications in the replace condition:
<application>
<include>*</include>
</application>
EG: Include 3 internet browsers
<application>
<include>IEXPLORE</include>
<include>FIREFOX</include>
<include>SAFARI</include>

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</application>
EG: Include all applications except 3 internet browsers:
<application>
<include>*</include>
<exclude>IEXPLORE</exclude>
<exclude>FIREFOX</exclude>
<exclude>OPERA</exclude>
</application>
There are three ReplaceCondition features available:
Split
Replace
Getmatch
NOTE
A single ReplaceCondition must have at least one of these three features
enabled.

Fields (not required in 10.0.3 HF2 version or below)


ReplaceConditions have a fields tag that allows you to specify the item that will be
replaced (usually, this will be WTXT for window text and/or URL for browser
address, but in theory could be user, computer, or any other part of the data sent
from the client.

Split
It allows removing a part of the text. This feature will be applied if the
<split>true</split> option is specified within the ReplaceCondition.
The split feature has two additional settings that can be used against the match
pattern: valuebeforematch and valueaftermatch.
valuebeforematch=true
Feature will change the value of the data by only keeping the value before
the specified pattern match.

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valueaftermatch=true
Feature will change the value of the data by keeping only the value after
the specified pattern match.
If both split settings are set to true, then the split feature will keep both
sides of the value (i.e. removes only the pattern matched)
EG:
Keep all characters before a comma is found (regular expression notation
dictates that the comma is escaped and is thus represented by \,)
<split>true</split>
<splitpattern>\,</splitpattern>
<valuebeforematch>true</valuebeforematch>
<valueaftermatch>false</valueaftermatch>

Replace
It allows replacing the matched expression with a new value. This feature will be
applied if the <replace>true</replace> options is specified within the
ReplaceCondition. The new value is not an expression, and can only contain
standard text characters.
EG:
Replace all characters in the window title (or other field) with the word
"REPLACED":
<replace>true</replace>
<replacepattern>*</replacepattern>
<replacement>REPLACED</replacement>

Getmatch
It allows retaining the portion of the window title (or other field) which matches
the regular expression.

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EG:
Keep a web title up to and including the fourth "/" within the address, but
remove all further text within the window title:
<getmatch>true</getmatch>
<getmatchpattern>^(http|https|ftp):\/\/([A-Za-z0-9_\.
:-]+\/){0,4}</getmatchpattern>
NOTE
A single ReplaceCondition can only have one instance of each of these
features.

Conclusion
To include 2 split conditions against the same application/window text, you must
have two ReplaceConditions.
To include 1 split and 1 replace against the same application / window text, you
can use a single ReplaceCondition with each of these features enabled.
Full Example:
The XMLCondition.XML file being shipped as part of the patch contains the
following:
No Allow list (it is commented out using <!-- and -->
No Deny list (it is commented out using <!-- and -->
Replace condition for internet applications
split condition:
keep only items up to the first "?" in the text
no replace condition
getmatch condition:
keep only the portion of the text which contains http//
followed by up to 4 additional "/" elements.
Outcomes:
remove any sensitive query or session data

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remove any final pages after the first 4 directories of URL web
addresses

Window

Module

Administration

(Virtual Applications)
By default, Desktop-Analytics reports on applications based on the applications
executables. This allows us to report on, for example, CRM usage based on the
application having an executable name of CRM. Sometimes this level of detail is
not enough. Perhaps, the CRM application has many modules and knowing which
module a user is using may be of great interest. Desktop-Analytics Modules
address this requirement. It enables us to treat an applications individual modules
as separate applications.

Create a Module
To create a Module, go to the Modules
section on the Administration site.
Both Content Modules and Window
Modules are created in this section.
Select Window Modules. To illustrate
creating a Module, well use a CRM
applications Order Form screen. We
will create a Module called CRM Order
Form. This Module will result in the
CRMs Order Form usage being treated
as a separate application from other
CRM usage.

Enter an appropriate name for the Module. This will be the name displayed in
reports.

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Select the application from which the Module will be derived e.g. MASTAPP. Enter
the Keyword carefully. This keyword must exist in the window title of the main
application or in the URL. In the above example, weve entered Order Form as
the keyword.
Click Insert to create the Module.
Modules are not retrospective. The module will only be treated as a separate
application from the time it was created.
Note: the correct way to rename a window module is to treat it like any other
application within the application list this is where it should be renamed.
All window modules have an appname prefix of 0ISA_ so that they can be easily
found within the application list. To rename one, simply modify the application
display name for the appropriate 0ISA_ application.
After renaming the displayname for this application, navigate back into the window
module list, and the relevant window module will be renamed.

Web Site Module Example


Web sites may also be treated as separate applications. By default, DesktopAnalytics reports on Internet Explorer usage as a whole (except on the Web Site
Report). Individual web sites are not listed on a Timeline Chart by report.
Creating web site modules is a particular benefit for customers whose users use
Internet or Intranet sites as part of their work processes.
In the following example, well create a Module for Desktop-Analytics Web
Reporting.
Keyword or
substring
appearing in
the URL
sites URL or
window title.

Web site
or partial
web site
name.

Keyword (part of window title or URL)


Enter a keyword or a substring from the web sites URL in the Keyword field. In
the case of our Web Reporting example, where the URL is http://senan-vista61/FocusAdmin/AdminItems/ModuleList.aspx, well enter FocusAdmin.

Web Site (part of web server name)

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Enter the web site in this field. The web site is the part of the URL between http://
and the first forward slash /. In our example, this means the web site is senanvista-61.
NOTE
The protocol (http://) must not be entered in the Web Site field. Anything
including and after the first / should be stripped and included in the Keyword field,
if required.

Replacement Window Text


Enter a replacement window text to replace the original window text, leave this
field blank if you wish for the original window text to be kept.
Once the above Module is created, all further Desktop-Analytics Web Reporting
usage will be treated as a separate application.

Content Modules
Content Modules allow us to
replace the original window title
of a screen with the values of
Type a prefix
objects contained within the
for the new
screen. This creates a much
window title.
greater level of flexibility in
data monitoring and reporting.
For example, lets say a CRM
tool has very little data
contained in its window title.
We could use a Content Module
to add the value of an object
contained within the screen to
Click on the
the window title.
object (field)
A Content Module will not
whose value you
appear as a new application
wish to include
like a Window Module (Virtual
in the Content
Application). The application on
Modules window
which the Content Module is
title.
based keeps the same name.
The Content Module adds new data to the window title. This new data is only
seen in Desktop-Analytics reports.
To create a Content Module, go to the Modules section on the Administration site.
Both Content Modules and Window Modules re created in this section. Select
Content Modules.
The following describes how to set up a Content Module. The example is based on
the previously seen CRM application.
Select a screen youve previously uploaded to the Screen Library from the Content
Modules drop-down list and click Add Module. You may also add a new screen.

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The CRMs Order Form window simply has Order Form as its window title. In this
example, well change the window title to show the name of the customer that the
user is working on.
Enter a prefix for the new window title in the Window Title Prefix field. This text
will appear at the beginning of the new window title. Click on the control within
the DPA Validator image whose value you wish to include in the window title. In
this case control 1 (Aquatic Drama) has been selected. Click the Save button
when finished.
NOTE
You must go to the Triggers section and click Activate Changes for the
Content Module to become active.
From this point on whenever a user opens the Order Form section of the CRM
application, the window title will be logged by Desktop-Analytics as:
Section: Aquatic Drama
NOTE
The window title is not physically changed so the user does not see the
change when they open the application. The changed window title is only viewable
in reports.
NOTE
All object types except button-clicks may be used in a Content Module.

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Process Desktop Analytics


Process Desktop Analytics is designed to take a workflow of events from a
computer as input and generate a business process as output.
The processing of events into a business process is done by the
Process Engine, which is located on the client machine.
The process engine uses a number of hierarchical rules to define elements within a
process which can be combined in a variety of ways to produce the required
process output.

PC
Eve
nt

Trigger System

Run command

Process Engine
Process Trigger
System
Moves step state
onwards
Moves process
state onwards

Process & Step


data logged:
start time,
duration, user,
etc

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Process Event
An event is any triggered user interface event on the client machine. Such screen
event examples are, opening a specific window, entering a particular value into a
data entry field on the screen, clicking a specific button on a specific web page and
so on. Events are triggers. These events are fed into the process engine on the
client in addition to being used to trigger commands to run. Once a number of
events have been defined, there will be a real-time flow of events passing through
the process engine. The process engine looks at these events and will combine
them into steps and processes that the user has defined.

Pass Back Event


A pass back event is a particular trigger where the user wishes to use data
detected within the trigger to add a contextual item to the step in which this event
occurs. A passback event does not need to be placed within an event list to
passback this data. The passback event, when encountered by the process engine,
will illicit a datagram to be sent to the database, with the following information.
Type: event user, computer, date, time, passback value
The passback value is a formatted string based on the passback values that
accompany the trigger condition.
The duration of a passback event is always zero

Pass Back Event and Reporting


A passback event may be useful as a contextual indicator for the process that the
event is occurring in. The process engine stores a list of all passback events that
occur. When the process engine detects that the current process has been
completed, this pass back event list is sent along with the process completion data.
Passback items typically consist of name/value pairings such as, [Age/65]. Each of
these pairs, along with its type (value: integer, string, date, floating point, etc) is
stored as a tag for the process that is occurring. This allows identification of the
processes containing a specific value, e.g. report on all processes where customer
age > 65.
Hovering over
the passback
event shows the
name/value.

Please refer to the PROCEVENT section for details on defining a Pass Back Event.

Step
A step is defined as a collection of events. It must contain a start event and any
number of additional event lists, one of which can be termed the end event.

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[step:{start event}{event list}{event list} ]


[start event:{event}]
[event list:{event}logical operator{event} ]

Step One :

Example valid data flows

Event 1
Event 2
Event3 and Event4
Event5 or Event6 and not Event7
Event2 or Event3

1,2,4,3,6,5,3
1,2,2,3,2,4,2,5,2,6,
2
Example invalid data flows
1,2,4,1,3,6,5,2
1,2,2,3,2,4,2,5,2,6,7,
2

Step one starts with Event1. Each subsequent event list is sequential.
Each item within each event list is not sequential.
The data flows shown are color coded to illustrate what state the
process engine is in for each event it detects.
The second valid data flow illustrates how the process can cope with
multiple events (event2) which are apparently out of sequence and still
determine a valid step.
In the first invalid data flow, the start event occurs, which resets the
step, it then eventually finds event2 and so starts to progress again.
In the second invalid data flow, the not Event7 criteria is violated and
the step is abandoned.

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Start Event
A start event must be a single event because it starts the process engines
evaluation of the step. Once a start event is encountered, the process engine treats
this step as underway. If the step is underway and the exact same start event
occurs, then the step will be restarted. A start event cannot recur within the rest
of the step. The only exception to this rule is that a start event can also be the last
event in a step. The end event for a step may be either an event list, or the start
event. Placing the start event within an event list containing other events will
cause the step to fail.
There is no limit to the number of steps that can be started on a machine by the
same start event.
There is no limit to the number of steps that can be started and be in process by
the process engine.

Event List
An event list is a collection of events which are combined together within a logical
expression. The events within an event list are not sequential: that is, they can
happen in any order within the list, and once all have occurred, the event list is
deemed to be completed. Each event list must be evaluated in a strict order. If an
event is sent to the process engine which has no match within the current event
list, it is ignored. Only after all conditions within the event list have been met will
the process engine progress to evaluating the next event list. This allows for a
level of flexibility on the approach to matching real time events to the appropriate
data stream because events can be forced to be sequential if required, but there is
still flexibility included to allow non-sequential events to occur when necessary.
A Step is completed when all the criteria for the final event List are met. At this
point, the process engine resets and all step items are completed.

Ending the step


Once an end event is detected, then all steps are set back to zero, and only this
step is noted as having occurred. At this point, the start time of the start event
from this step, plus the end time of the end event of this step are logged and the
duration of the step is calculated. This data is fed back to the client for logging in
the database and for additional trigger processing if necessary. The data sent
includes, user, computer, date/time stamp, step name and duration.

Step Order and Reporting


The process engine retains the list of steps that are being fulfilled as the process
continues. When the process completes - when the end step criteria is fulfilled the list of steps that have occurred are sent with the process completion. This
allows the process to be tagged with the actual sequence of steps that have
occurred. This is required to allow distinction between two instances of the same
process being completed but using different sets of steps along the way.

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Process
A process is equivalent to a step, except instead of being a step consisting of one
or more events; a process consists of one or more steps. The process may contain
a start step, followed by any number of step procedures.
[process:{start step}{step list}{step list} ]
[start step:{step}]
[step list:{step}logical operator{step} ]
The Start step is equivalent in definition and operation to the start event.
The Step list is equivalent in definition and operation to the event list.

Ending the process


When a process ends, this data is fed back in a similar manner to the end of a step.
However, the end of a process also contains an additional data field which
determines whether the process has successfully completed or terminated early.

Incomplete Process detection


While evaluating steps and processes, the process engine continues to evaluate the
flow of events against all possible steps and processes. This means that at any
point during its operation, there could be any number of processes being evaluated
as potentially the correct item. Only once the final step for this process is
completed, the process engine can determine the exact process that has occurred.
However, during the evaluation of the event flow, the process engine keeps a track
of all steps and processes that are currently being evaluated. If during this
evaluation the engine determines there is only one process still being correctly
evaluated, it assumes that it is in this process. If it then receives event data which
invalidates this process, it will send an incomplete process termination.

Logical Operators
The supported logical operators are, And, OR, NOT. Within an event list or a step
list, each item can be linked by a logical operator. An event list cannot contain
nested operators.
Having a not as the only item in a list will mean that this step will get evaluated
correctly any time any event other than the one in the Not clause occurs. This
therefore has little use as a single item. It is recommended to use the Not clause
to join two items within an event list rather than having a single item on its own.

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Defining a Process
To define a process we firstly need
to create the triggers on which the
steps will be based. The triggers
are created like normal triggers in
the Trigger Administration area of
the web interface. Once the
triggers have been created, go to
Processes and you will see the
triggers listed as Events.
List of events
to define
steps.

The example we will use to explain


how to define a process is a new
mortgage quote.

Creating Process Triggers


Triggers need to be created to identify where the user is within the process. For
example, lets say the first step is to enter the customer information. We need a
trigger that indicates the start of the customer input step. This could be a window
opening with a title of New Customer (Open Cust Screen). The trigger signifying
the end of the step could be a window close trigger based on the same window
(Close Cust Screen). This is the first step. The other steps in our processes will be
Address, Earnings, Mortgage and Property Details. Triggers must be defined for
each of these steps as well.

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Creating Steps
The steps can be created once the events have been defined.
Click New
Drag each of the
Enter the name of the step e.g Client Details.
events required
for the step to the
middle column

Refer to the Logical


Operators section for
details on specifying
a condition.

Create the other steps in the same way. Steps will be listed on the List Steps
screen.

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Creating a Process
A process is made up of a number of steps in the same way as a step is made up of
events.
Click on the List Processes tab.
Select New and enter the name of the process e.g. New Mortgage Customer.
Drag the required steps to the middle column as illustrated below.
Drag each of the steps
required for the process
to the middle column

The process is now created. Client machines will be updated with the new process
information within minutes. The process detection will then begin on each client
machine.

Process Definition Filter


A filter mechanism is available to search for processes, steps and events. The
search system employs a regular expression to allow you to search for more
complex patterns than just matching pure text.
Searching for ALT+F actually means search for a string containing ALT followed by
any number of additional character T, followed by F, so this would match : ALTTF,
ALTTTTF, ALTTTTTTTTTTTTF, etc
Typically, for searching, any character that is not a-z,A-Z you should probably stick
a \ in front of. This instructs the search to treat the following character as a literal
character and not a control character.
Examples of useful regular expression searches:
NOTE
Our searches are case insensitive so ALT would match ALT Alt alt ALt alT,
etc..
Example Expression
ALT
^ALT

Definition
Match against anything containing "ALT" anywhere in
the title"
Match against anything that STARTS with ALT "

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F$
ALT|CTRL
^ALT|CTRL$

Release Notes

Match against anything that ENDS with F "


Match against anything that contains "ALT" ; OR "CTRL"
Match against anything that starts with ALT OR ends
with CTRL
Match against anything that starts with ALT and then
has ANY ONE character, and then has an F"
Match against anything that starts with ALT and then
has ANY TWO characters, and then has an F"
Match against anything that starts with ALT and then
has ANY NUM BER of characters, and then has an F

^ALT.F
^ALT..F
^ALT.*F

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Tagging Processes and Steps


From previous releases you may be familiar with Process Variables (see below).
Tags are based on Process Variables but offer the following advantages over and
above:
Ease of configuration
Tags are stored in the database in a format which is easier to report on.
A Step or Process can have 3 properties (Tags) which are used to identify and
classify the process or step. The Tags are a special form of Process Variable that is
set up on the trigger definition screen. Any process or step that has started before
this trigger fires, and successfully completes after this trigger fires, should have
this transaction ID associated with it. You can set up a Tag for a Step, for a
Process, or for both a Step and Process.
The Tagging works in a similar way to tagging a screen recording. If two triggers
are set up both as tagging transaction IDs, then the second trigger that fires will
always overwrite the transaction ID that has been set from the first trigger firing.
Once the Step and /or process being tagged is completed, then when the new
process or step starts, it will start without any tagging items set. It will only get a
tag if a new tagging trigger fires during this new process.
The new Tags are listed below.
Transaction ID
The Transaction ID can be used to "tag" a process or step. It is especially useful
when two or more users have to deal with the same customer, perhaps performing
different processes at different times. The Transaction ID can be set against any
process or step. This allows reporting to track one single process from start to
finish across an organization. To set a Transaction ID, you set the required
passback field of a trigger to be:
Process ID
Step ID
Process & Step ID
Transaction Value
The Transaction value is used to tag a particular numerical value to a process.
Perhaps this is the invoice amount, order amount, or similar. This allows reporting
based on a particular value across a number of processes. To set a Transaction
Value, set the required passback field of a trigger to be:
Process Value
Step Value
Process & Step Value

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Transaction Status
The Transaction status is designed to be used to tag a particular state value to a
step or process, such as closed,open or escalated. This allows reporting based on
a particular status type. To set a Transaction Status, set the required passback
field of a trigger to be:
Process Status
Step Status
Process & Step Status
In theory, one trigger can tag all three process variables, but it is not necessary to
do so.

Tag Example
Lets say the screen below is used as part of a support ticket process. We can use
Tags to track a ticket as it progresses through the organization. A unique identifier
is selected in this case Ticket ID. We now create relevant triggers which will be
used to define the Steps and Processes for the support ticket process. At least one
of these triggers must have the Ticket ID set as a Step or Process Value.

Below we can see how any control on the trigger definition screen can be set as a
Tag. In our example we would select control 1 (TicketID) to be a Step or Process
Value.

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Remember, a Step Tag will be set with the final value of the control on which its
based once the step has completed. A Process Tag is set with the final value of the
control once the process has completed.

Difference between Process Passbacks (PROCEVENTS) and


Tags/Process Variables
A Process Passback can occur irrespective of which process or step is being
currently run. We define a Process Passback where we are interested in reporting
on its value each time it occurs, whereas the value of a Tag only gets populated
once the Step or Process on which it is based finishes.

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Creating a Process Variable


Process Variables have largely been superseded by Tags. However, there may be a
case where you wish to create a Tag but it falls outside the confines of Transaction
ID, Value or Status. In this case you can still create a Process Variable. Process
Variables are also still present for backwards compatibility.
Note the
Control
Name is
prefixed
with PV_

A Process Variable is a trigger whose value is attached to the step or process in


which it fires. Any trigger can be configured as a Process Variable. Simply prefix
the Control Name of the object within the trigger whose value needs to be attached
to the process.
Above we see an extract from a trigger definition. Note, the Control Name has a
prefix of PV_. When this trigger fires, the PV_Account value will be attached to the
process. If the trigger fires multiple times during the process, the final PV_Account
value will be stored as the Process Variable.
A Process Variable has no start time or end time, or duration. This is because they
exist for the whole duration of the process and only when the process is completed
are they stored. This allows reporting on a maximum variable within a process.
For example, you could specify a Process Variable to be final value of a text box.
No matter how many times that text box has been changed over the period of the
process, the final value that is present when the process finishes is the one that is
saved.
Please refer to the Reports section for details on reports which include
Process Variables and Process Passbacks.

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Creating a Process Passback (Process Event PROCEVENT)


A Process Passback is a trigger which has been flagged as being interesting, such
as the value of an item. This event can occur irrespective of which process or step
is being currently run. In our normal process examples, a process event is
something like Property Value: 300000, Order ID: 27745 etc.
Hover the
mouse
over each
dot to see
the value.
As discussed in the Reports section of this document, each occurrence of the
Process Passback is represented as a dot on the Process Timeline report. Hovering
over each dot displays its value.
To create a Process Passback, define a trigger as normal. Select Other Process
Trigger as the command. In Additional Parameters enter:
%PROCEVENT %FORMAT <Passback>
Where Passback is the Control Name whose value you wish to set as the Process
Passback.
In the example below, we see
%PROCEVENT %FORMAT <PO_Value>

<PO_Value>
matches the Control
Name in the trigger
criteria.

Screen Library, Trigger and Process


Export/Import

This Control Name


is entered into the
Additional
Triggers and screens may be exported from
one Desktop-Analytics server and
imported onto another. The 4.1 Import Parameters
feature will section.
also import triggers, screens
and processes from previous releases of Desktop-Analytics. A number of changes

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have been made to screen import and export mechanism. For completeness, the
following section lists the main use cases for screen import and export.

Principal Use Cases / Scenarios


Administrator wants to backup screen library:
The administrator wants to backup screen, triggers and processes in their current
state to allow him to restore the system at a later stage or import the screens,
triggers and processes into a clean database.
Administrator selects Export Library option.
The application prompts the user to save the zip file to local folder. The
default file name contains the date to allow the administrator to easily
identify this file after export.
Administrator saves the file to the local folder. The file contains:
xml formatted definitions file for current enabled and disabled screens,
triggers, content modules, commands, user groups, computer groups and
processes. Bmp and clf files for all currently enabled or disabled screens
Administrator wants to restore screen library
The administrator wants to restore screen, triggers and processes from backup.
Administrator selects Import Library option.
Administrator is prompted to select the file to import.
Administrator selects zip file previously generated by the application.
The application imports the screens, triggers, commands, user groups,
computer groups and processes in the file. Any objects in the file that do
not exist in the database are added to the database. Any objects in the files
that are marked as deleted in the database and set to the status in the
import file and updated with the details in the import file. If the object
already exists in the database they are updated with the details from the
file. Screens are identified by bmp file name, triggers are identified by
trigger name and processes and steps are identified by name, commands
are identified by name, description and parameters. Any objects in the
database that are not in the backup file are not modified.
The application checks the trigger limit in the license, if the imported
triggers will exceed the trigger limit in the license the triggers are imported
as disabled (pcmontag triggers do not count towards the trigger limit).
The application copies any bmp and clf files in the zip file to the configured
screens folder if they are referenced by enabled or disabled screen in the
database (following the definitions update). If the files already exist in the
screens folder they are overwritten.
Administrator imports xml file
The definitions in the file are imported. Files in the screens folder remain
unchanged

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Administrator imports scl file


The definitions in the file are imported. Any objects in the file that do not exist in
the database and do not have enough information in the file to recreate are not
added to the database, eg user groups on triggers will only contain an id so if the
id does not exist in the database the trigger will default to all user groups. Files in
the screens folder remain unchanged
Administrator imports zip file only containing definitions file
The definitions in the file are imported. Files in the screens folder remain
unchanged
Administrator imports zip file only containing bmp and clf files
If there are enabled or disabled screens referencing the bmp/clf files the files in the
screens folder are replaced with the zip file files.
Administrator deletes screen no longer in use
The administrator wants to delete a screen and all attached triggers as it is no
longer in user.
The screen is no longer available in trigger, process or content module definition.
The screen is no longer added to export file. None of the triggers attached to that
screen are delivered to the client after the changes have been activated.:
Administrator selects Delete screen option and confirms deletion.
The application marks the screen and all triggers and content modules
attached to the screen as deleted. The bmp and clf file for the screen are
moved a configured backup folder.
Administrator cancels
No changes are made to screen or triggers.
Administrator deletes screen that was created in error
Same as main use case.
Administrator deletes screen backup folder does not exist
Same as main use case, backup folder is created
Administrator imports screen library containing deleted screen
Screen details in database are restored with details in the backup file and bmp/clf
file are in backup file are stored in screens folder.
Administrator uploads screen with same details as previously deleted screen
New screen details are created in the database.

Example Scenarios
Using the Importer during an upgrade
For example, lets say release 3.4 is installed and you wish to upgrade to 4.1. A
screen export (refer to 3.4 user guide) is performed on the server prior to the

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upgrade and the BMP/CLF files contained in the Screens folder are backed up.
Once the server has been upgraded to 4.1, an import of the 3.4 exported data is
done. The triggers, screens and processes are now available to be used on the
upgraded server. Please refer to the upgrade documentation for detailed
instructions on how to upgrade a site.

Multiple Desktop-Analytics Server Deployment


In sites where multiple Desktop-Analytics servers will be deployed, the Import
feature is used to take the triggers, processes and screens from the first site and
propagate to the others.
On the source server:
Go to the Triggers page.
Click on Export Library.
Save the ZIP file to a location of your choice.
NOTE
In previous releases, the export file was saved with a .SCL extension rather
than a ZIP file.
The ZIP file contains the BMP/CLF files from the source servers Screens folder so
there is no need to copy them separately.
On the target server:
Copy the ZIP file onto target server.
Go to the Triggers page.
Click on Import Library and select the ZIP file.
If triggers, processes and screens already exist, they will not be overwritten. The
new screens will be added to those already in place.
Click the Activate Changes button on the Triggers page.

Site Info Rules


Site Info Rules is a feature which allows for notification emails to be sent to a
specified email address when a particular event occurs across more than one
monitored workstation.

Site Info Rules Types


At present, the Site Info Rules system allows for two different trigger types,
Sustained Usage triggers and Event Notification triggers.

Sustained Usage Site Info Rules


This trigger is designed to notify a user when a particular application has
consistently been in Desktop-Analytics for a period of time, across the entire site.
This allows real-time reporting on when productive applications are no longer in
use, or when sustained use of non-productive applications occurs.
Examples (variables highlighted in bold):

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Fire a trigger when > 60% of all users have been in application X for more than n
seconds
Fire a trigger when < 10% of all users are now using application X in the last n
seconds

Event Notification Site Info Rules


This trigger is designed to notify a user when a single event is reproduced across a
site by a specified percentage of all machines, within a set period of time. This
allows real-time reporting of critical events, such as Windows Update Errors, GPF
detection, or server response time issues.
Examples (variables highlighted in bold):
Fire a trigger when > 10% of all users have encountered a GPF on their system
within the last n seconds.
Fire a trigger when > 10% of all users have started up Google within the last n
seconds.

Notification Qualifiers
When the threshold is met, the notification is sent. While the threshold is above
this sustained level, the notification can be resent if required, depending on the
notification qualifiers, Notification Interval, and MaxNotify.
Notification Interval
If the threshold is still met after this interval, fire the notification email again
Maximum Notify
If the threshold is still met after this number of intervals, then after this number of
notifications, no further notification email will be sent, until the threshold level is
dropped.
Reload Interval
The Siteinfo webservice checks for changes made to the sitertriggers.xml file every
st_rules_reload_interval_seconds.
Snap Interval
This is the option to set how often the Siteinfo webservice evaluates the current
state of the rules, to see if thresholds have been exceeded and notifications need
to be sent.
Active User Cut off
The Siteinfo webservice considers a user to be active if they have sent a live
update message within the past st_ActiveUserCutoffSeconds.
If no live update message is received by the Siteinfo webservice from a user for
this number of seconds then the user is considered inactive and not included in the
rules calculations.
The default value is 900 seconds.

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Example: In the site below, the use of Internet Explorer drops from 40% to 24%
over the course of the day.
Notification Interval : 1 minute
Maxmimum Notification: 3 times

Threshold
reset

35% reached again.


35% reached.
Notification fires. One minute later it fires again, and again a minute after that.
Notification fires
After three such notifications, it does not fire again until the % rises above 35%

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Real-time Data Stream


Live Info Data
The data stream for Site Info Rules comes from the live information stream sent
from the client. Typically, this data stream contains the application name and
current window title for the application. This data is used to define the Site Info
Rules.

Live Trigger Data


In addition to the live info data, triggers can be set up with a trigger command of
LiveTrigger. This trigger will send an additional live datagram to the Site Info
Rules service whenever it is fired on the client machines. This allows for event
notification on site wide events such as particular buttons being selected on
particular screens, and so on.

Real-time Reporting
The current state of Site Info Rules can be reviewed on the web site. Rules are
displayed in green or red, depending on whether their thresholds have been met.

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Defining Rule Set


The Site Info Rules Administration section enables you to create Rules.
Click on the Add button from the Administration\Site Info Rules, select all
appropriate parameters and save the definition.

Click
Add to
create a
Rule.
Click
this
button
to save
the
rule.

Rule Types:
There are two types of rules based on Usage or based on Event.
Usage
Usage evaluates how long an application has been used for a period of time, for
example:
- Fire a trigger when >60% of all users have been in application X for more than n
seconds in the last y minutes
- Fire a trigger when <60% of all users have been using something other than
application X for more than n seconds in the last y minutes
Event:
Event evaluates how many times an event occurs during a period of time, for
example:
- Fire a trigger when > 10% of all users have encountered a GPF on their system
within the last n seconds
- Fire a trigger when > 10% of all users have started up google within the last n
seconds
Application:
Enter the name of the application to be monitored.

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Window Text:
Enter the Window text of the application to be monitored, leaving the window title
blank will mean that the application will be monitored for any window title it can
contain.
Threshold %:
Correspond to the percentage level above or below which the trigger will be set to
fire.
Timeout Seconds:
Is the time period in seconds during which the rule is evaluated. Once the
threshold expires the rule is reset and the trigger is set to fire again.
Rule Name:
Enter the name you want to give to the rule.
Notify:
A rule can be setup to send an email to for example a Team leader, type the email
address of the recipient in this field.
Comment:
Use this field to add comments about the rule.

Defining Rule to be used with LiveTrigger command


Any trigger setup with the Other LiveClient command can be used to trigger a
Site Info rule. The client side executable SiteTrigger.exe takes the user, computer,
trigger, and trigger passback parameters, and format them into a datagram which
is exactly the same as expected by the SiteInfo web service.
Where the format is:
User = User,
Computer = Computer,
Appllication Name = TriggerCodeParameter,
AppText = Trigger Passback parameter
Overloading in this way allows you to combine a number of different events into
the same sitewide trigger. For example, you may have a number of error messages
that are picked up by separate triggers. However, you may wish to combine all of
these error messages within your site wide trigger, so that when a threshold has
been met on any of these errors a single action is taken.
The TriggerCodeParameter would typically be the name of the trigger (In this case,
add %TRIGNAME parameter in the additional command line argument of the
trigger definition. However, since as shown above a user may want a number of
triggers grouped together, the flexibility to specify another parameter for the
triggername should be made available.

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Usage Example
In the below example we are setting up a rule to fire when Notepad application has
utilized for more than 40% of the number of users during a 5 minute time period.

The Rule status can be seen from Application Event Triggering Reports\Site
Triggers Monitor.

Reload Rule Defintions


Click this button is a rule has been added or modified.
Evaluate Rules
The rules get automatically evaluated on a regular interval, clicking this button will
force an evaluation of the rules.
Reset All Rules
Click this button to reset the statistic information displayed (Number users, Percent
users, Duration, start time and Notify counter).

Rule Evaluation

Once a number of users starts to utilize Notepad the rule get evaluated and
become highlighted in green, the rule will be highlighted in red once the threshold
has been met, in our example once the time spend in Notepad exceed 40% of the
time that spend on other applications. The rule will reset after the set timeout time
period.

Site Trigger Example


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In the below example we are setting up a Site Rule to fire when button 4 in
Calculator is clicked on more that 10% of the client machines during a time period
of 2 minutes.
Example
Rule

Example
Trigger
definition.

Licensing

The application
equals to the
Trigger name.

It is possible to change a users/computers state to Inactive. The 'inactive'


computer state was designed for sites where a user/computer no longer exists on
that site, but the customer still wants to view the old data for that computer
without affecting the licensing.

Active
An active user/computer takes up one license unit. Data for this user/computer is
able to enter the Desktop-Analytics database.
A users/computers Status is set in Users or Computers section of the
Administration section of the web interface.

Inactive
Once a computer is set to Inactive, no further data is received for this computer,
and it does not contribute to the license totals. Triggers will no longer fire for an
inactive user/computer and application usage data will not get collected. Any data
that the computer had while it was active is still accessible from the web site.

Unlicensed
If a site has a license for 1000 computers, but has DCUApp installed on 1050
computers, the first 1000 computers that contact the database will be added. The
additional 50 computers will still be attributed a licence, they will fire triggers and
collect application usage data, a warning will appear on the Web User Interface
Home page to signal that the number of licenses has been exceeded.

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Modularized Licensing
Previously, if a customer was licensed for multiple products, the same number of
licenses had to apply for each product. For example, a customer licensed for
Activity and Event had to have the same number of licenses of each. Now a
customer can have for example 500 each of Activity and Event but only 50 Process
licenses. Each module can also have a different expiry date.
The Product Licensing section of the Administration user interface is used to assign
licenses to users or computers. In the examples below, we will assume a
computer-based license has been deployed. However, the very same applies to
users, if a user-based license is installed.

Assigning Licenses
Use the Find pull-down list to display computers that are or are not licensed for a
particular product within the Desktop-Analytics suite. For example, lets say I want
to display all computers that do not have a Process license. I simply select the
Process Desktop-Analytics Not Licensed For option. All relevant computers will
be displayed. I can then add a Process license to one of the computers by simply
ticking the appropriate checkbox.
NOTE
If the license limit has already been reached for a particular product, then a
license must be removed from an existing computer before another computer can
be given a licence for that product. Alternatively, additional licenses may be
purchased for that product and assigned to the system.

How will I know my license limit has been reached?


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License information is displayed on the home page of Web Reporting, so it is


apparent when the license limit is being reached. It is also available by going to
Help About.

If you attempt assign a license whose limit has been reached, then you will see an
error message similar to the one below.

Temporary Licenses
Modularized licensing also allows us to assign a temporary license on top of an
existing permanent license. For example, lets say the site is currently licensed for
500 licenses of Event and Activity. A temporary pilot license may be applied lets
say for Process Desktop-Analytics. The Temporary Licenses section is used to
assign these temporary licenses to the required computers/users. Once the
temporary license expires, the permanent license continues as normal.
The Assign Licenses to Temporary Licensed Users/Computers button is used as a
quick way to assign the modules in the selected temporary license to
users/computers that have these modules assigned in an older license, i.e. one
that is about to expire.

StandAlone Trigger Testing


Overview.
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The standalone trigger test application allows for capture of a screen, definition of a
test trigger and ability to test the trigger without the need for an installation
procedure or the need for the server portion of the Verint product.

Components.
The packaged standalone trigger test application consist of 3 main portions which
will be outlined below, it is small and compact and easily portable between client
machines.
DPA Validator
This existing tool is used to capture the screen(s) of interest in exactly the same
manner as a user would when using the tool in a full product install without the
need to upload the files to the server.
LocalTriggerTest This new application allows the user to load the screen(s)
grabbed with the DPA Validator tool and select controls of interest to build a test
trigger. The user can then choose to run a test from this application to fire the
trigger.
Client folder This folder comprises of a configured set of client files for running
with a standalone license. These files are used to run the test trigger and produce
the result.
LocalTriggerTest
This application is designed to make it easy to detect initial problems with
triggering on discovery tasks at the customer site. Diagram 1. on a further page
outlines the different areas of the screen visually. They are listed below with a
description of the main functionality contained. Diagram 2. depicts the screen in
Running Test mode which is also described below.
Diagram1. Areas
Screen Preview Area This area contains the visual representation of a selected
screen showing the available controls highlighted from the DPA Validator session.
Each of the highlighted controls represents a clickable area which is used to add a
control to the Test Trigger Definition area.
Open Screen Location This action allows the user to select a different directory to
read the captured screens from
Available Screens at Location This area lists the current working directory and
contains a list of the available screens in that location. Selecting an item in the list
will present that screen to the user in the Screen Preview Area.
App Information area - This area contains information about the currently selected
screen.
App Name represents the executable name belonging to the selected screen.
App Version represents the version f the application belonging to the selected
screen.
App Wintext / Url - represents the Window title of the screen or the url if a web
application
No. Selected Controls represents the number of controls highlighted in the DPA
Validator session and thus available to use to define the trigger.

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No. Detected Controls represents the total number of controls that were detected
during the DPA Validator session on that screen.
Test Trigger Definition Area This area contains 2 main parts, the intermediary
area and the control list.
The intermediary area - is where control information appears when you select a
control by clicking on it in the screen preview area or when editing a control from
the control list. The area allows you to select a Condition on the control and specify
a value to correspond with the condition if appropriate. Some conditions do not
require a value element and once they are selected the item will automatically be
added to the control list e.g. On Clicked , Passback Value Only or Has
Changed, others will require a value element and will require you to select the
add/update button e.g. Not Equal To, Less than or Contains if you have
selected a value for one of these conditions but forget to click to add/update, the
item will be added automatically should you select another control or click the Save
and Test Trigger action.
The Control List area - is where the added controls that make up a trigger are
displayed. Clicking on a control row will bring it back to the intermediary area for
editing; selecting a row and clicking remove will remove the item from the trigger.
Each Trigger should have at least one control that has a condition other than
Passback Value Only and should not contain more than one On Clicked event as
in standard operation a user can only click on one button at a time.
Test Action Buttons These actions comprise of the methods used to
add/update/remove controls and then to start executing tests, end tests and close
the application.
Add this action adds a control in the intermediary area to the control list.
Update this action will update an entry in the control list when editing a control in
the intermediary area.
Remove this action removes the currently selected item from the control list.
Save And Test Trigger this action saves the defined trigger and starts the test
client the current application minimizes and a small dialog is presented to the user
to help with the test by way of information.
Stop test this action when used will stop the running test client.
Exit - this will close the app and stop the test client before exit.

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Diagram 1. Main Application Screen Area for LocalTriggerTest.exe

Diagram 1. Creating Test Screen for LocalTriggerTest.exe

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Diagram 2. Areas.
App Wintext / Url This area show the information about the screen where the
test trigger is expected to fire. This application and Wintext or url if on a web
application should be brought into Desktop-Analytics to test the defined trigger.
List of Conditions This area shows the conditions that need to be met before the
trigger will fire, this is a list of actions essentially to complete to fulfill the test.
End Test Action This action closes the current test session and returns the user to
the main application screen.
List of Passbacks This area shows the controls that will be returned when the
conditions of the trigger are met.

Diagram 2. Running Test Screen for LocalTriggerTest.exe

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SnapShot Procedure.
Extract the LocaltriggerTest.zip maintaining the directory structure.
Open the standalone trigger test folder which should have 2 programs and 1 folder
called client
Use the DPA Validator executable to capture the screen(s) of Interest.
Open the LocalTriggerTest executable
Select the screen of interest from the list of available screens.
Select controls on the Screen displayed in the Screen preview pane and Add
conditions to the relevant controls
Once happy all relevant controls have been added click the save and test trigger
action
Bring the relevant app into the foreground and complete the actions required to
fulfill the trigger conditions
Once the test trigger has fired a visual prompt will appear to confirm it was
successful.
Close the prompt and click the End Test action to return to the Main screen.

Detailed Procedure.
(based on items 1-10 above in snapshot procedure)
Extract the LocalTriggerTest.zip ensuring to maintain the directory structure as the
location of the client folder is relevant to the correct operation of the testing phase.
TriggerTest.exe and DPA Validator.exe must be placed in the folder above the
client, i.e: c:\Verint\DPA.
Open the Standalone trigger Test folder which should contain the DPA
Validator.exe, LocalTriggerTest.exe and a Folder named Client.
Use the DPA Validator Tool to capture the relevant Screen(s) of interest ensuring
that normal DPA Validator guidelines are observed, e.g. ensure you highlight the
controls on interest, shorten / remove any wintext/urls that may have a
changeable or unique element which would prevent the test trigger from firing next
time you visit the screen, e.g. a Window text of Test Case Open for 0:1:34where
the time element is continually changing.
Open the LocalTriggerTest tool the App should by default present the list of screens
just captured on the right hand side, nothing will be displayed in the screen
preview area.
The list of screens available is displayed on the right hand side if you select a
screen it will load the visual representation of that screen to the screen preview
area. This area is a scrollable area and each of the rectangles that are
superimposed on the controls are active areas, in that a click on one of those
selects the control under that position and enters its information in the
intermediary area.
Each control should have a Condition attached e.g. Passback Value Only, On
Clicked, Has Changed etc. Certain conditions like the ones mentioned formerly

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require no Value element as they are based on an action e.g. a click, a value
changing and as a result will be automatically added to the control list when such a
condition is selected. Conditions that are value based e.g. Equal To, Does not
Contain, Greater Than etc require a value element and should be added with the
add button (update when in edit).
Once you have added all controls of interest and ensured that they have the
correct conditions you can save and test the trigger. Before saving and testing a
trigger must have at least one condition of a type other than Passback Value Only
pass backs have no conditional element attached to cause/allow the trigger to fire
they are only controls whose value will also be returned when the conditions for the
trigger are met.
Each trigger should contain no more than 1 On Clicked condition as in a standard
app a user can only click on 1 control at a time. Once the Save and Test Trigger
action is clicked a prompt will display the app and window title of the target screen
to perform the test on, this app and window title should be brought to the
foreground in order to test the trigger. The main window of the local trigger test
app minimizes at this point being replaced by a smaller Helper screen to assist in
the trigger test.
The helper screen contains a reminder of the app and window title that should be
brought into Desktop-Analytics to test the trigger. It also contains information on
what conditions must be met for the trigger to fire, and the details of the controls
that will be used as passbacks on the trigger.
The relevant application should be brought into Desktop-Analytics and actions
taken to ensure that the list of conditions are met thus firing the test trigger.
Conditions that have already been met will appear in a green outline to indicate
they are ready items in a red outline are not met and steps must be taken to
make the item be recognized in green as the trigger will not fire until such point as
all conditions are met.
Once all conditions have been met the test trigger will fire displaying a visual
prompt see diagram 3. below. The prompt is an indication that the test was
successful. The prompt outlines the app the test was performed on the relevant
values of the conditional controls and passback controls at the point of the trigger
firing.

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Click OK on the prompt and the test is completed, you can continue to re-fire the
trigger if possible to do so.
NOTE
Once a trigger fires at least 1 condition that caused the trigger to fire must
go to a false state before the trigger can be fired again.
Once the testing is complete please click on the end Test action on the helper
dialog to end the test client and return to the LocalTriggerTest main screen where
you can edit the trigger for re-testing define a different trigger on the same app or
choose to test a trigger on a different application essentially repeating the required
steps from points 5-10.

Diagram 3. Test Successful Message.

Message Pop
Whats new
Message pop allows you to prompt the user for information. With the latest
version, you have more control over the look and style of the alert given to the
user. Previous versions looked similar to a normal windows message box, causing
many users to dismiss it before reading it. In the new message pop, you can:
Change the title
Add a heading
Give it a background style
Change the back ground colour
Change the icon
Change the number of buttons displayed
Change the text on the prompting button
Alter how and when the user can dismiss
the dialog
This document details all the possible
parameters that can be added to message
pop.

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Coping with old format


Old MsgPop had a command line format of :
-p%TRIGVAL Message Text including
<TriggerPassbackControls>
For backwards compatibility, Message pop will
still interpret the above command line.
However, in order to get the most out of
message pop, a number of new parameters are
available.

Parameters
A number of new commandline parameters are available in messagepop. In general
terms, these all take the form of a / followed by a particular parameter, followed
immediately by an option.
NOTE
No space should be used between the parameter and the option.
The parameters possible are /t /m /I /c /s /h /k /b /o /a /r and are detailed below
/tTITLE CAPTION (String)
Must be Enclosed in Quotes e.g. /tIontas New MsgPop
Default is App Alert
/mMESSAGE TEXT (String)
Must be enclosed in Quotes e.g. /mDo this
\n will put in a line break \t will put in a tab
e.g. /m First Line\nSecondLine\n\tThird Line tabbed in
/iICON (number)
Must be a Number e.g. /i1 or /i5
See Icon Options Below
/cBACKGROUND COLOUR (number)
Must be a Number e.g. /c1 or /c7
See Colour Options below
/sBACKGROUND STYLE (number)
Must be a Number e.g. /s1 or /s3
See Style Options Below
/hHEADER TEXT (STRING)
Must be Enclosed in Quotes e.g. /tImportant Outage Information

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/kHEADER COLOUR (number)


Must be a Number e.g. /k1 or /k7
See Colour Options below
/bBUTTON TYPE (number)
Must be a Number e.g. /b1 or /b4
specifying /o ignores a /b
See Button Options Below
/oOVERRIDE WITH CUSTOM BUTTONS (String newline sperated)
Must be a String Enclosed in Quotes e.g. /oTest
Specifying /oTest will create a button called Test
Specifying /oTest\nTest2\nFinished will create 3 buttons called
Test, Test2 and Finished
/r%RECT<ControlName> sends the co ordinates of the ControlName to
MessagePop. This will position the dialog close to the control named.
/aAUTO CLICK/DISABLE TYPE (number)
Must be a Number e.g. /a1 or /a2
Allows the MsgPop to be auto Closed after 5 seconds as one option
Allows the MsgPop to have its actions disabled for 3 seconds as an option to
prevent it from being closed until the time is up
See Auto Options Below

Options Explained
In general, an option must be immediately proceeded by the qualifying argument.
Adding a space (e.g. /i 12 instead of /i12 should be avoided)

Button Options
Example: /b1
1: MB_OKCANCEL;
2: MB_ABORTRETRYIGNORE;
3: MB_YESNOCANCEL;
4: MB_YESNO;
5: MB_RETRYCANCEL;
default: MB_OK;

OK and Cancel Buttons


Abort Retry gnore buttons
Yes No Cancel Buttons
Yes and No Buttons
Retry and Cancel Buttons
OK on its own.

Icon Options
Example: /i10
1: Forbid
2: Red X

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3: Question Mark
4: edit
5: gear
6: save
7: barchart
8: stop
9: Green Tick
10: Warning
11: Default: info

Colour Options
Example: /c4 /k4
1: Blue
2: Green
3: Red
4: White
5: Purple
6: Yellow
7: Orange
Default: System Grey

Style Options
Example /s 2
1: Fade from specified colour
to grey and back to colour
2: Outline border in specified
colour inside in grey

3: Metal effect (diag slashes


of grey in colour specified)

default: Solid Colour of


specified type

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Auto Options
1: FORCE All BUTTONS DISABLED
FOR 3 Seconds (keeps the msgpop
from being closed as no button
can be clicked for 3 seconds)
2: AUTO CLICK Default Button
AFTER 5 seconds (Auto close
MsgPop on 5 seconds if not
closed by clicking a button)
default: NO TIMEOUT (Normal
stays until clicked)

Highlighting and Guidance Prompting


Triggers now have a visual element to them. If required, particular screen controls
that make up a trigger can be highlighted to the user. If you highlight a passback
variable, it will highlight this control in the "True" highlight colour (By default,
Green). If you select a control that is part of the trigger condition, such as where a
text box contains a value greater than 100 : Then, while the control does not
contain a value greater than 100, the control will be highlighted in the "False"
highlight colour (By default, Red). As soon as the trigger system detects that the
value is true ( e.g. greater than 100 ), the control will then be highlighted in "True"
highlight colour.

Guided Highlighting
The highlighting system is designed as a guide for a user to fire the trigger. For
example, some triggers may have a number of conditions set up against them.
Only when all conditions have been met will that trigger fire.
If the trigger system detects that a condition is false, it will :
Highlight the detected item as false .
Cease higlighting any other controls until this condition is met.
Once the detected false condition is changed to true, the highlighting system will
turn this control to a true highlight. It may then highlight the next false condition.
This should allow for guiding the user through the appropriate prompts and
guidance items that are required to fire the trigger.
Buttons are always evaluated as "true" if they can be found on the interface.
NOTE
Any false element that causes the red highlighting to occur will stop the
highlighting system. This may cause "true" highlighted elements to not be shown
or highlighted at all, until the false condition is changed.

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If highlighting is selected to be performed on web pages, and accidentally a double


click occurs on the web page (resulting in the whole page getting selected by the
cursor), then the highlighting system may also highlight the area selected by the
cursor. The workaround to this issue is to refresh the page.
Some applications are not currently supported within the guided
highlighting/guidance prompting system. These are:
Lotus notes
Java
Terminal emulators
Remedy
Powerbuilder
PDF documents

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To make a control highlighted, simply select the highlight check box that is
available from the trigger definition page.

Check the highlight


box for control
requiring highlight.

This control has been


selected for
highlighting.

In the above sample, the Spouse/Partner field will remain highlighted in red until
the value Administrator appears in it and will then change to be highlighted in
green.

Defining and Firing an Highlight trigger


The selected control appears highlighted in red on the application, this while the
condition on the field is false.

Once the condition based on the highlighted control become true, the control gets
highlighted in green.
NOTE
Any machines or Users assign to the Trigger Tracing configuration option,

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will have the TriggerHighlight option turned on by default, meaning that all controls
in triggers will automatically get highlighted independently from the highlight check
box status in the trigger definitions.

Guided Prompting
The message prompt available in the product can provide guidance for users in the
form of tutorial type prompts. These are created by using the Message prompt
utility with the new controllable co ordinates for displaying it. For example, a user
might need to be reminded that a particular element of a form must be updated. A
trigger can be set up to display the message prompt of your choice next to the
relevant form element. To do this, you add the following to the end of the Message
prompt Trigger command arguments:
/r%RECT <Element>
In the trigger example below, a prompt will be displayed near the field containing
the Middle Name, this to remind the end user that a value is required in that field.

The resulted trigger looks like below. This messagepop is moved to a position
close to the specified. Only a single element can be specified in this way per
trigger.

Trigger Feedback
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Trigger Feedback can be used to quickly assess if a trigger fire, this feature is also
available to Process only license sites and is not only restricted to client side
triggers, (server side triggers are also supported). PCMONTAG commands will be
ignored as per design, see limitation section for more details.

General Operation:
The Trigger Debugger option can be activated on a particular user or computer,
this is done via a Configuration key located in the Tracing Group Area.
Once the key assigned with a value of Y, a prompt will occurs after firing any
triggers.
Answering OK to the prompt will execute the trigger command.
Answering CANCEL to the prompt will stop the execution of the trigger command,
reply with Cancel if your intention is to assess the trigger validity (will the trigger
as I defined it fire?) without the need of executing the command.

Trigger Debug content:


The prompt contains the following:
Window Title
Trigger ID.
Content
Trigger Name.
Command the trigger is set for.
Controls and conditions as defined in the trigger definition.

Configuration Key assignment:


The TriggerDebug key can only be assigned to a particular group of users or
computers, it is not available as a Default configuration key, this to avoid
accidentally assigning the key to all.
The Trigger Feedback profile has been assigned the TriggerDebug key, if you which
to add this key to a new profile:
Select the profile to which you want the key to be assigned from the
Administration\Configurations\Configuration Profiles section of the web UI, select
the Tracing Group Area, click on the Add Configuration item button and select
TriggerDebug key.

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Operation:
Once the TriggerDebug key is assigned with the Value set to Y, all the time a
trigger fire on the particular client machine a prompt message similar to the one
represented below will appear. No changes are required to the trigger definition;
the only requirement is to make sure the key is adequately assigned.
In the sample below, a trigger is defined on Calculator Button 1 clicked, the prompt
happens just after clicking on the button:

This message is a proof that the trigger is firing as expected. Click OK if you
require the trigger to execute the command or Cancel if not.

Limitations:
PC-Shutdown are not supported, having
the trigger debug option turned ON will
prevent this type of triggers from firing,
other system event triggers such as PC
Start-UP and IDLE are supported.
PCMONTAG trigger command is ignored,
this due to the nature of this type of
command that fire at each snap.

Remote Tracing
Overview
Remote tracing allows a client machine to print tracing for particular areas of the
product without the need to restart the client program. Tracing is printed out to a
temporary file. Once the temporary file reaches a certain size, this file is zipped up
and placed in a Traces\ directory. The zip file is password protected to obscure
sensitive information. The zip password is given to know support engineers and
cannot be changed.

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Once a zip file has been created, it will be sent from the client to the nominated
web server on next transfer interval. Typicaly, the nominated web server will be
the same as the dataserver. However, it is possible to nominate any compliant web
server as a dedicated trace file destination.

Click here to delete


All Traces.

Click here to
download a Trace.
Click here to delete a
Trace.

As shown above, the Administration web site contains a Tracefiles tab that will list
all received trace files. You can select a trace file archive to download (or delete) as
required. Trace file archives use the following naming convention:
COMPUTER_USER_DATETIME_EXECUTABLENAME_MODULENAME_PcMonTrace.txt
Example:
XP-IE7-2_Administrator_20091216175825384_DCUApp_DA_PcMonTrace.txt
You can search the trace files listed using a drop down filter for filename starting
with or containing a keyword.
Tracing can be turned on or off by assigning the target user or computer to a
configuration profile that has been configured for remote tracing. A Tracing
configuration profile is set up on the configuration page of the administration web
site. As with other configuration profiles, users or computers can be added. A
number of standard tracing profiles are available on installation. These can be
changed or added to as required.

Default Tracing
profiles.
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Default values for tracing groups


Name

Traces

Transfer
Interval

Configuration
interval

Max File
size

Trigger
Tracing

Ctrltrg.dll
Web Triggers
Button Clicks

1 minute

2 minutes

32Mb

Trigger
Feedback

Visual Triggers*
Web Triggers
Win32 Triggers

1 minute

2 minutes

None *

DCUapp
Tracing

DCUApp.exe

1 minute

2 minutes

32Mb

Process
Tracing

ProcMon.dll
Ctrltrg.dll

1 minute

2 minutes

32Mb

Network
Tracing

GSoap Network
Layer

1 minute

2 minutes

32Mb

Guidance
Tracing

PopData.exe
Ctrltrg.dll

1 minute

2 minutes

32Mb

Trigger Feedback uses visual highlighting onscreen to show that triggers have fired,
and does not output any trace files.
The default tracing groups have a lower than normal transfer interval and
configuration interval to allow traces to be received from the client machines
quickly. In addition, they also have the tray icon and the close option visible by
default. This allows the users greater control over the client while in tracing mode,
to enable stopping and updating of the client if necessary.
NOTE
Adding many machines to a tracing profile will significantly impact both
server and client performance. It is recommended to only nominate one or
two users or computers for a tracing profile

Typical Operation
If instructed to turn tracing on by a support engineer, a suitable candidate machine
or user is selected. This user or computer is then placed within one of the tracing
configuration profiles, as required. Within the transfer interval as dictated by the
previous configuration profile (typically: 15 minutes) the tracing system will
become enabled for that user or computer. At this point, tracing will start on the
user's machine. Within 1-2 minutes, a trace file archive should be ready for review
for this user via the trace files tab on the administration site.
A tray icon should also appear on the user's machine, allowing them to view the
current log of the machine, and also allowing them to close (stop) logging entirely.
This removes the need for the DCUStop.exe utility to be present on the client
machine.

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Once tracing is no longer required, the user / computer is removed from the
tracing profile. Within 1-2 minutes, that user's session will revert back to the
normal profile, and tracing will be removed.
On shutdown of the client, it is possible that a trace file may be left behind on the
client machine in an unzipped state. This can occur if the system becomes
unresponsive at shutdown or if the system is shut down unexpectedly. In this case,
on next log in or the next time the client starts up (which ever is sooner) , the
trace file will be zipped up and transported off the client to the default dataserver.
NOTE
Although there is a limit to the number of files and the size of the files
stored on the local client machine, there is no limit set on the server to the
number of trace archives that will be held. For this reason, it is
recommended to remove the client machine from the tracing profile as soon as
tracing is no longer needed.

Tracing Options
All tracing options can be edited after installation. The default profiles are there as
a guide for typical tracing operations.
The full list of tracing options are as follows:
Name
TriggerHighlight

TriggerDebug

Value Range

Description

Y/N

Visual highlighting colours


will surround trigger
conditions that have been
met before the trigger fires

Y/N

Visual dialog will open


detailing the trigger
conditions that have been
met when the trigger fires

TraceFileMaxNum 2-100

The Maximum number of


zipped archives to keep on
the client machine before
the oldest is overwritten

TraceFileMaxSize 1024-32999999

Maximum size in bytes a


trace file will be before it is
zipped up ready for
transfer

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TraceFileServer

web server address used


http://servername/services/ to accept and store trace
files

TraceDCUApp

0-5

Level of traces for General


Client (DCUApp)

TraceCtrlTrg

0-5

Level of traces for triggers

TraceIEHooks

0-5

Level of traces for internet


explorer triggers

TracePopData

0-5

Level of traces for


Guidance system

TraceHKGsoap

0-5

Level of traces for network


layer

TraceDCUProt

0-5

Level of traces for


protection mechanism

TraceDCUStart

0-5

Level of traces for Startup


system

TraceCITRIXSERV 0 - 5

Level of traces for Citrix


system

TraceProcMon

0-5

Level of traces for Process


Engine

TraceHKProc

0-5

Level of traces for Button


clicks

The trace level is typically of range 0-5. Unless specified by support engineers, a
tracing level of 5 is recommended.

Autocapture
Introduction
The Autocapture feature is a Remotely Triggered DPA Validator, where supported
applications can be captured by firing triggers. It can be used during both
discovery and troubleshooting phases.
Autocapture will be deployed on each client machines as an additional client file.
Most DPA Validator functionality is present in Autocapture, however with
Autocapture, the normal DPA Validator settings can be set from a trigger
command. This enables it to be run on the client machine with very little required
interaction from the person operating the client computer.
The use of this feature can also be considered where accessing the end-user
desktop, to run a DPA Validator session, is not possible. Accessing the server will
still be required in order to define the autocapture trigger.
Other cases where a re-visit of the desktop client would be required and where

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Autocapture could fit:


A change to the client application has invalidated the existing DPA Validator.
The initial capture was performed on an incorrect screen and need redone.
Multiple variations of the same application exist, requiring numerous captures.
Another advantage is that newer version of this executable can be pushed to the
client machines via client upgrade; as such it can be used during trial of screen
capture.

Autocapture and Discovery


Best practice is to use the autocapture command on Window Open triggers, each
time the specific application opens it will produce a screen capture, and therefore
all variations of the same application can be stored and compared.
A bitmap, its clf and traces are produced and send to the server at the next client
upload interval.

Autocapture command
PCMONAUTOCAPTURE application_options trace_options prompt expiry silent
The order of the additional parameters is irrelevant.

PCMONAUTOCAPTURE command options


These options duplicate the Options available contained in the Settings dialog of
DPA Validator. All are optional.

Application Option
Format:
/oOptionstring
Optionstring can contain one or more of the following values
M
D
J
H
S
U

Window is MDI child window


Use dynamic table support
Window is Java Popup window
Window is HLL compliant Terminal Emulator
Use SAP specific code
Also extract Menu options

There MUST NOT be a space character between the /o and the first option
character
and/or between the different option characters.
Examples:
/oM
/oH

Use MDI
TerminalEmulator

Trace Option

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This sets the trace level for DPA Validator traces (which are zipped up with the clf &
bmp files) and Switches on HTLM tracing.
An entry for AutoCapture has been added to the RTTInfo.xml file which is
independent from this tracing option!
The entry in the RTTInfo file will enable tracing of the startup code in AutoCapture
and also tracing from where the zip file is created. This trace file will be handled as
any other trace file on the system.
Format:

/tOptionstring

Optionstring can contain number 1 to 5 and/or H for HTML trace


There MUST NOT be a space character between the /t and the first trace option.
Examples:
/t5
Use tracing level 5
/t3H
Use tracing level 3 and HTML tracing
/tH3
Same as above
If the option does not exist in the command, then a minimum trace level of 3, html
and DPA Validator trace will be produced.

Prompt Option
This option brings up a message box containing a prompt message, the application
name and the window text of the window that triggered the capture. An OK and
Cancel buttons are displayed.
If the OK button is clicked the screen capture is performed.
Pressing the Cancel button will abort the screen capture.
Format: /pPrompMessage
PromptMessage can contain newline (\n) and tab (\t) characters.
The string CANNOT contain double quote characters.
If the backslash character (\) is used it must be escaped with a backslash (\\)
If the string contains space characters it MUST be enclosed in double quotes.
There MUST NOT be a space character between the /p and the start of the
message string or the starting double quote.
If there is no valid prompt string the prompt option is ignored!
Example:
/p"Proceeding with\nAutocapture"
This will output the following message if the application is CALC and the window
text is Calculator.

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Expiry Option
This option will stop the screen capture being performed if not sufficient time has
elapsed since the last screen capture on the same application (with the same
window handle, once the application closes, the window handle will changes next
time it is re-opened, therefore it cannot be expected that the timeout will be
relevant for cases when the application closes and is re-opened). If the capture is
on a new application window then the expiry is ignored. This option is only used by
CtrlTrg and is ignored in AutoCapture.exe.
NOTE
There MUST NOT be a space character between the /e and the first digit of
the number.
/e option:
Format:

/eNumberOfSeconds

Example:
/e60
This will stop a capture from being performed until 60 seconds have
passed since the last capture on the same window that has the same window
handle (each time the application closes a new window handle is attributed to the
application).
NOTE
It is the main application window that is used for this check.
Different tabs, child windows etc are NOT used in this check!
/E option:
Format:

/eNumberOfSeconds

Example:
/E60
This will stop a capture from being performed until 60 seconds have
passed since the last capture on the same window that has the same window title
and application name (this can be used for cases where the requirement is not to
recapture if the same application with the same window title is closed and reopened).
NOTE
It is the main application window that is used for this check.
Different tabs, child windows etc are NOT used in this check!

Silent Option
This option will not show any error messages produced.
AutoCapture will quit silently but will zip up the trace file if the tracing option was
set.

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Format: /s

Example of Autocapture Trigger


The below sample trigger will capture the Application Calculator with any window
title.

The command is setup to display a prompt message. Upon opening Calculator, the
below message will appear:

Clicking Cancel will close the message and the screen will not be captured.
Clicking OK will proceed with the screen capture, the below message will display
during the capture to prevent the end-user from interfering with the process.

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The grabs issued from the screen capture are compressed and initially stored on
the client machine, the default location being C:\Verint\DPA\Client\Screens. The
format of the compressed zip file is as follow:
Wingrab20100312023734CALC_1.zip
Translated it become: WinGrab YEAR MONTH DAY HOUR MINUTE SECONDS
APPLICATION_N.zip.
Where N is the number of times Autocapture came across the same application.
At the next Transfer Interval, the client will send all the zip files that have been
gathered in the screens folder and upload them to the server to the Incoming
folder, the default location being C:\Verint\Data\Incoming.
A Cancel button will appear after a timeout of 5 seconds, this to allow the end-user
to Cancel the capture.
Uploading screens to create triggers:
No prompt like in Wingrab, i.e: access Bridge. It should but doesnt work

Other Use cases


Autocapture is not restricted to Window Open but can be used on a wide range of
triggers.

Limitations
Auto capture will NOT attempt to add a URL to trusted sites if it fails to get access
to a web page. A warning message is displayed instead.
AutoCapture will NOT attempt to install AccesBridge if it detects that
AccesBridge is not installed. A warning message is displayed instead.
Certain warning messages are NOT displayed by AutoCapture.
These include all warning messages about unsupported applications.
As there is a small delay between the when an event like a button click happens
and AutoCapture receiving a command triggered by this event it is best NOT to
base triggers for AutoCapture on events that result in a change to the current
application as it might not capture what was intended or fail altogether (having a
capture command on clicking the close button of an application for example).
Auto capture will wait up to 10 seconds for a web page to go to state interactive or
complete so a trigger could be used on the event that changes a web page.

Messages
Similar to DPA Validator, Autocapture will display warning message when it come
across known applications for which it knows particular steps are required.

Tracing

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Unlike DPA Validator, the initial trace that is produced before any screen is
capture is activated if tracing is turned on in the Rttinfo.xml for the Autocapture
module.

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Guidance Script
Introduction
Datapop is a method of sending stored data between applications. It can be used
to automate user interaction between applications, start up new applications, and
send stored data, keystrokes, or mouse events to any window on screen.
This feature is available from the Guidance Script tab in the Administration section
of the Web User interface. It allows DataPop scripts to be created in an automated
way but leaving the option to manually tweak the script if required.

Terminology
Trigger Event
A click, key stroke, change of value, or other windows event that can be used to
fire a trigger which will initiate a datapop script /? Sequence.
Target Screen
Any screen that may require a click, select, or data value to be placed into it
Source Screen
Any screen that contains data which can be stored to be used in a Paste into
some further Target screen
Execution Screen
Any screen that is used as the point at which the datapop script should be started.
Execution Control
A windows interface object to which a trigger event can be attached
Data Control
Any piece of data inside a windows interface object that can be copied from a
Source screen or pasted into on a target screen (
NOTE
This could be the same windows object as the execution control)
PopData Event
A windows event (key press, button click, mouse click, or paste command) that is
generated by popdata
Copy Command
A popdatastore trigger that will copy one or more control variables on a source
screen.

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Paste Command
A PopData command that will set a value within a specific Data Control

Action Command
A PopData command that will send a user action to a specific data control
Datapop script
A series of commands that are interpreted by datapop, which amount to controlling
and pasting data into a screen (or sequence of screens). Historically, these items
have been within a Popdatascript.pds file located on the client machine.

Wizard User Interface


10 SP4-HF1 Web User Interface uses a Wizard approach to the design of the
datapop script creation and maintenance.

Guidance Scripts tab


Only screens that have triggers with a Guidance Copy Data command
associated to them are shown on the guidance scripts tab. The source screen is the
starting point of the Guidance process. It contains the data that will later be placed
into one or more target screens.

Only Guidances
triggers are display.

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Copy Data Trigger


In the sample Guidance trigger below, TicketID, Site, CustName and Location are
all data controls which will get stored in the DataPop memory once the Ticket ID
field contains the word copy. The screen belonging to this trigger is the source
screen. This trigger can be created either from the Administration\Guidance
Scripts\Triggers section or from the Administration\Triggers section.

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Paste Data Trigger


In the sample below we fire a trigger event which will execute a datapop script (
Script is called CRM, the command to execute must at least contains /sCRM). This
datapop script will send data into a specified data control on a target screen. In this
case place the previously copied data control into the Ship to fields, this once the
TDBedit field contains the word paste.

1.1.1.1.2

Paste Data Command line argument


Format: /s<scriptname> /h<windowhandle> /t<valuelist>
scriptname (required)
Name of script in script file to be executed
windowhandle (optional) %WINDOWHANDLE trigger command parameter should
be used in conjunction with this.
CtrlTrg will send to PopData the window handle of the current window for PopData
to process.
Use this only if the trigger that starts the popdata script is based on the same
window that the script should fire against i.e. do not use if the script has to wait for
a window / URL or if the script has to open a new Application to start.
valuelist (required) %TRIGVAL should be used in conjunction with this:

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/t%TRIGVAL String with Name/Value pairs of data sent to PopData Format:


[Name1]Value1[Name2]Value2...[NameN]ValueN (this is the format %TRIGVAL
produces in ctrltrg)

Creating and Setting Script Properties


Click on Add New Script button from the Administration\Guidance Scripts\Scripts
section to create a new script or use the Upload script button to upload an existing
one.
Click on Add New
Script to start
creating script.

Select a name and initial properties for your script

You can enter a confirmation prompt if the user is required to confirm the script
execution before the script runs. The confirmation prompt is optional.

Select source Screen

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Use the Find feature


to locate the source
screen.

Click to select
the source
screen.

The Guidance script wizard presents all screens that currently have triggers on
them with the trigger command of PCMONSTOREDATA .
If no source screens are available you can exit the script wizard and create the
required copy triggers.

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Select Source Screen Variables

Select the
variables to be
included in the
script.

Once a source screen is selected, you can select controls on this screen that can be
used as variables in the guidance script.
The control types that can be used to copy data are , in general, any control that
will passback a value on a normal trigger. The control types that can be used to
paste data into are any control that you would, under normal circumstances, be
able to type into or select with a mouse. You cannot copy elements such as radio
boxes, buttons, or check boxes, as the values of these only contain checked /
unchecked, true / false or clicked.
Once all the source variables for this screen have been selected, additional source
screens can be selected, or you can proceed to the Create Script Variables step by
selecting Next.

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Create Script Variables

You can add to, combine, modify or format your source variables. For example, one
source variable might be a first name, and another might be a last name. You
could create a new source variable, which combines these two, to generate a full
name for pasting into a single data control.
Existing source variables are shown as a readonly list any formatting or change
to them will create a new variable with the amended contents of the source
variable within it.
The following script variable types are available:

Declare Script Variable


Create a new formatted variable for use in the script using previously selected
screen source variables or previously declared script variables.
Under the Add new variable section of the Create variable step, select Declare
Script Variable from the Variable type pull down list. Provide the variable with a
name and value.

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1.1.1.1.3

Release Notes

Variable parameter and format


Format: FORMAT [NewVariable] <Variable1> <Variable2>
Example script equivalent:
In this example we want to create a new variable that combined two existing
variable.
The existing variables ate The First name and Last Name, both will be send as one
variable named FistLastName.
FORMAT [FirstLastName]Dear <FirstName> <LastName>

Display Pick List


Display a list of values to the end user to allow them to select from. The value
selected by the end user can be pasted into a target control. It is best practice to
use the FORMAT command to build up the list of values as shown in this example.
The
variable that contains the item selected by the user can be used in further script
commands.
NOTE
As long as a Pick list is defined in a script, the end user will be
prompted with the list at the beginning of the script execution. This even if the list
variable is never called anywhere in the script. Hitting Cancel when the list opens
will stop the script execution.
To add create a Pick list, you must first add a variable containing the list of values
that the user can pick from.
Create variable containing list:
Under the Add new variable section of the Create variable step, select Declare
Script Variable from the Variable type pull down list.
Provide it with a name, then add the list of values separating each of them with a
comma, the result look like shown in the above screenshot, variable name was
given the name of New and the list of values are a,b and c.

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Create the Pick list variable:


The next step is to create the variable that will call the list.
In the same section as above, select a variable type of Display Pick List from the
Variable type pull down list.
Provide it with a name, then select the previously created variable from the Pick list
pull down list, in our case select New.
If required a Message can be added as shown in our example.
NOTE
Only one single item can be selected from the list. The selected item then
becomes the values of the OutvalueName, which can then be used in further
format or POPDATA commands. This command is executed as the script is read
from the file BEFORE execution of the script begins

The result looks like below:

1.1.1.1.4

Variable parameter and format


Format:
FORMAT
FORMAT
FORMAT
FORMAT

FORMAT [TITLE]This is a pick list


[PROMPT]Pick Me!
[opt1]Option_1
[opt2]Option_2
[opt3]Option_3

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FORMAT [list]<opt1>,<opt2>,<opt3>
USERSELECT [selected] <list> <PROMPT> <TITLE>
[selected] is the new variable that will contain the item picked from the <list> by
the user.
Example script equivalent:
Taking the example as shown in previous screenshot, the pick list in the script will
look like below:
FORMAT [New]a,b,c
USERSELCT [abc]<New> Select from abc list List abc

Select Part of a Value


Use part of a value instead of the full content.
This option will Trim (remove character) from a value, For example: remove a
reference number that appears at the beginning of a value.
Under the Add new variable section of the Create variable step, select Select Part
of a Value from the Variable type pull down list. Provide the variable with a name,
select the variable to Trim from the Input variable pull down list. Declare the
number of characters to remove from the beginning of the value and number of
characters the value will be limited to.
In the below example, a new variable has been created to shorten TicketID by
removing the first 5 characters and limit the value to 4 characters.

1.1.1.1.5

Variable parameter and format


Format: TRIM [newVariable]<oldVariable>startpos,length
Example script equivalent:
Taking the example as shown in previous screenshot, the pick list in the script will
look like below:
TRIM [Part of TicketID]<TicketID>5,4

Lookup variables

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Use a value from a file instead of the current variable. For example: lookup a
postal address from a postal code.
To add a lookup variable, select lookup value as variable type, add the name of
the variable the lookup should apply to, in the above example we want to replace
values from the Site variable by values from a stored in a lookup text file, so that a
site of BT48 could be replaced by Derry District.

NOTE
The lookup file must be placed in the client folder where DataPop can
read from. It is no required to add the full path to the Lookup from file location,
only the file name is required.
In script actions, select the name of the variable that uses the lookup file, in this
case District, data placed in there will come from the substitution lookup file, i.e a
value of BT48 will be placed as a value of Derry.
A typical lookup file looks like this:
NOTE
Use Tab as delimiter.
BT47
BT48
BT49
1.1.1.1.6

Letterkenny
Derry
Belfast

Variable parameter and format


Format: LOOKUP [NewVariableName]<InValueName> lookupfile
The lookup file should be of the format:
Invalue<tab>NewVariableName
Example script equivalent:
Using the above as an example, the lookup variable will look like below in a script:
LOOKUP [District]<Site>lookup.txt
And the lookup.txt file will contain the below:
BT47 Letterkenny

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BT48
BT49

Derry
Belfast

Select Target Screen


Selects a target screen for the script.The target screen the screen that may require
a click, select, or data value to be placed into it.

Use the Find feature


to locate the target
screen.

Click to select the


source screen.

Set Target Screen Options


There are a number of options available specifically for the target screen. This
allows you to wait for a target screen to appear, or run a windows command that
will create the screen automatically, For example, loading a particular web page in
an internet browser.

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The script author specifies the type of application, whether a new or existing
instance of the application should be used, whether the user should be prompted to
confirm the target screen script actions and how long the script should wait for the
screen to become available. Default options are displayed dependent on the
screen selected in the previous step.
1.1.1.1.7

Target Application Type


Win32HWD: Win32 applications and Use window handle.
Web Application: Open web based applications.
Opening a new screen against internet browsers must include the precise URL that
you wish to open. It also should include the window title for the web page. For
example, abcnews.com opens the abc news home page, but you want to ensure
that the script waits until the window title contains Breaking news, politics, online
news before you start using it as a target screen
WinForms Application: Open Windows Forms applications.

1.1.1.1.8

Use Existing
Opening an existing application will instruct the guidance system to find a
corresponding window on the desktop, and use it for the target screen. If the
window is in the background obscured by other windows, it may be brought to the
front as part of the open action. If the window is minimized, it may remain
minimized but will still be sent the datascript actions.
An existing target screen is found by its window title. It is not found by its web
address, even if it is a web browser.

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1.1.1.1.9

Release Notes

Open New instance


Opening a new application will attempt to run the command you include. It
therefore must include the command extension (e.g. IEXPLORE.EXE).

1.1.1.1.10 Open New instance if an existing window not found


Will open a new instance of the application is the application cannot be found.
1.1.1.1.11 Open Action Command Parameters and format
PopData requires to open the application it need to past into, so that it is aware of
the application type and can take appropriate action accordingly.
Format: OPENAPP apptype openflag
AppType:
WIN32
Opens a Win32 application
WEB
Opens a web application (only Iexplorer supported at present)
WINFORM
Opens a WindowsForm application
MDIWIN32
Opens a Win32 MDI application
MDIWINFORM Opens a WindowsForm MDI application
openflag (required)
OPENALWAYS Opens a new application with the given command line commandline
is application + (optional)parameters Commandline must contain the exact same
command that would work from the start.. Run menu (e.g. IEXPLORE.EXE will
work, IEXPLORE will not work)
NOTE
Open Always on a web pages requires the precise URL of the page.
Open Flag:
USEEXISTING Tries to connect to an already open application with given appname
and window text commnandline is appname(without extension) + space + window
text.
For USEEXISTING, valid application names are:
IEXPLORE google
IEXPLORE.EXE google
iexplore.exe google
iexplore google
INVALID are:
c:\program files\internet explorer\iexplore.exe Internet Explorer (application
"friendly name")
NOTE
This MUST also include part of the window title for the
application. This is DIFFERENT to the WAITFOR URL command: It CANNOT be part
of the URL, only the window title, and MUST be case specific. This is DIFFERENT to
the OPENALWAYS which *IS* the URL and not the window text

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USEHWND
Connects to a window using the window handle passed to popdata
with the /h parameter, commandline is ignored (only useful if connecting to the
window in focus as the trigger fires).
NOTE
This option should only be used to paste data in the application currently in
the foreground, it is useful is more than one application with same window text are
open, without this option PopData will paste in the first application with same
window text that was found, this last one is not automatically the one we are
interested in, this option must be used to guarantee that the data get placed into
the variation of the same screen that is in foreground window.
OPENIFNOTFOUND Opens a new application with the given command line ifthe
application is not open already. commandline is application + (optional)parameters
Can only be used as a second command after an initial USEEXISTING open
command (i.e. in order to get OPENIFNOTFOUND working, you actually need two
OPENAPP commands, one after the other)
Example script equivalent:
Taking a Win32 application name as ButtonTest.exe with window title of Trigger
Stress Test as an example, here is how it will look in the script:
OPENAPP WIN32 USEEXISTING BUTTONTEST.exe Trigger Stress Test
1.1.1.1.12 Confirm Prompt Parameter and format
The end user can be prompted before script execution if necessary, for example a
Ready to execute? message can be setup to appear on screen, cancelling the
message will stop the execution of the script.
Format: OPENAPP apptype openflag CONFIRM commandline CONFIRMMSG
confirmmsg
Confirm:
CONFIRM (optional)

If a message box confirming the command is required.

ConfirmMsg:
CONFIRMMSG (optional)
Displays confirmmsg if CONFIRM is also specified on
the command confirmmsg can include newline (\n) and tab (\t)
Example script equivalent:
Taking a Win32 application name as ButtonTest.exe with window title of Trigger
Stress Test as an example, where a confirmation message of Ready to execute?
has been setup, here is how it will look in the script:
CONFIRM ready to execute?
OPENAPP WIN32 USEEXISTING BUTTONTEST.exe Trigger Stress Test

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1.1.1.1.13 Wait Until Action


Two options are available.
Wait for URL to display:
This option must be used for Web based applications, the maximum time PopData
will wait for the window to display is 10 seconds, and additional time delay can be
added as a string from the Set Target Screen Actions step.
If the url never display after the set timeout then the script execution will stop.
Once PopData has detected the specified URL, it will execute the next statement.
Wait for window to gain focus:
This option must be used for either Web or Win32 applications, same timeout
settings as above.
Wait for Timeout:
This option can only be used on its own if the application PopData is waiting for is
open using the Window Handle.
1.1.1.1.14 Wait Until Action Parameters and format
DataPop require a Wait For parameter, it provides required information about the
application it need to paste into.
Format: WAITFOR waitflag waitinfo
WaitFlag:
WINDOW
Waits for a window which contains given window text to appear as
the foreground window. waitinfo is part of required window text This must be case
specific Waiting for this window text will timeout after 10 seconds If timeout is
exceeded, script will stop at this point.
URL
Waits for a Internet_Explorer_Server window which has a given URL appear
as the foreground window. waitinfo is part of required URL This must be case
specific Waiting for this URL will timeout after 10 seconds If timeout is exceeded,
script will stop at this point.
TIMEOUT
Waits for specified amount of milliseconds. (1000 = 1 second)
waitinfo is number of milliseconds.
Example script equivalent:
Taking a Win32 application name as ButtonTest.exe with window title of Trigger
Stress Test as an example, here is how it will look in the script:
OPENAPP WIN32 USEEXISTING BUTTONTEST.exe Trigger Stress Test
WAITFOR WINDOW Trigger Stress Test

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Specify Target Screen Actions


The following actions are available:

Target Control Actions

Select Variable name


to paste data from.

Select
Script
Actions.

Name of control data


will be paste to.

1.1.1.1.15 Paste Data parameter and format:


Select a target control on the screen and paste source screen or script variable into
the control. In the sample below, we are pasting the value from Site, Location and
CustName from the source into the corresponding fields, on the target screen.
To do this, click on the control you want data to be paste into, it will then appear
under the Script actions, select Paste Data from the pull down list and the
variable from the other pull down list.

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Format: POPDATA controlinfo1value1 controlinfo2value2 ... controlinfoNvalueN


Example script equivalent:
Taking the above as an example:
POPDAT {27|16|0|0|TBEdit|TBEdit|||}<TicketID>
1.1.1.1.16 Send Mouse Click parameter and format
Select a target control on the screen and send a mouse click to it.
To do this, click on the control you want to be clicked, it will then appear under the
Script actions, select Send mouse click from the pull down list and the variable
from the other pull down list.

Format: SENDCLICK clickflag controlinfo


clickflag (required)
LEFT Send left mouse click
RIGHT Send right mouse click
DBL
Send double left mouse click
Example script equivalent:
Taking the above as an example:
SENDCLICK LEFT {27|16|0|0|TBEdit|TBEdit|||}

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Target Screen Actions

Screen actions are not sent to a control on the screen, but you may need to send a
click to a control to ensure it has focus before performing the screen action.
If you have a included source screen or script variables in the script, the
conditional execution option is available. By enabling this option you can add
conditional if blocks to the script so that different parts of your script can be
executed depending on different values of your variables.
1.1.1.1.17 Screen Script Actions Send Single Key Press Parameter and Format
Send key presses to the application, can be use to direct the cursor to a field where
data can be later paste, this if pasting data in that particular application is not
supported. For example a number of Tab key string can be send to FireFox until the
cursor reach the appropriate field in which data will placed.
Select key down if required (i.e: CTRL+) and then select keyboard key from the
available pull down lists.

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To do this, select Send Single Key Press from the Screen Scripts Actions pull
down list and then click Add Screen Action. The Send Single key press actions
will be added to the action list where further selection of key press can be defined.
Format:
SENDKEY ctrlflag+altflag+shiftflag+keyname
ctrlflag (optional) CTRL+
altflag (optional) ALT+
shiftflag (optional) SHIFT+
The order of these flags is arbitrary
Example script equivalent:
Taking the above as an example:
SENDKEY 1
SENDKEY CTRL+ C
SENDKEY ALT+ TAB
1.1.1.1.18 Screen Script Actions Wait (ms) Parameter and Format
Use this option to add timeout in your script. For example add a timeout after
sending a mouse click and before pasting data into a control, this to guarantee that
the application had time to place the cursor in appropriate control prior to push
data.
Enter a waiting time, the value is in ms, so 1 second will read 1000.
To do this, select Wait (ms) from the Screen Scripts Actions pull down list and
then click Add Screen Action. The Wait (ms) action will be added to the action
list where the timeout value can be defined.

Format:
WAITFOR waitflag waitinfo
waitflag (reqired)
WINDOW Waits for a window which contains given window text to
appear as the foreground window.
waitinfo is part of required window text
URL Waits for a Internet_Explorer_Server window which has a given URL
appear as the foreground window.
waitinfo is part of required URL
TIMEOUT

Waits for specified amount of milliseconds.

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waitinfo is number of milliseconds


Example script equivalent:
Taking the above as an example:
WAITFOR TIMEOUT 2000
1.1.1.1.19 Screen Script Actions Send String Parameter and Format
Use this option to add value to a control. For example before pasting a First name
you could add First name as a prefix. Simply type the required value in the Send
string box.
To do this, select Send String from the Screen Scripts Actions pull down list and
then click Add Screen Action. The Send String action will be added to the action
list where further selection of key string can be defined.

Format: SENDSTRING value


Example script equivalent:
Taking the above as an example:
SENDSTRING Mr
1.1.1.1.20 Target Screen Conditions Parameter and Format
Use this option to add conditions to your script. For example only paste data if the
value of a variable is higher than 5.
NOTE
Conditions are limited to variables containing only numerical values.
To do this, click on Add condition button from the script actions section and
select required conditions.

NOTE
Currently only If and EndIf commands are available from the Web User
Interface.

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Format (If):
Must be first command in a conditional block
IF <TestVariableName> condition conditionvariable
<TestVariableName> This will look in the valuelist for a Name/Value pair that
matches the TestVariableName and will use the associated value.
=
!=
>
<

Equal to
Not Equal to
Greater than than
Lesser than

(only valid for numerical condition variables)


(only valid for numerical condition variables)

conditionvariable
"string value" hard coded string value
numericValue hard coded numerical value
<VariableName>
This will look in the valuelist for a Name/Value pair that
matches the VariableName and will use the associated value.
Format (Else If):
Must follow an IF or an ELSE IF command
ELSE IF <TestVariableName> condition conditionvariable
<TestVariableName> This will look in the valuelist for a Name/Value pair that
matches the TestVariableName and will use the associated value.
=
Equal to
!=
Not Equal to
>
Greater than than
(only valid for numerical condition variables)
<
Lesser than
(only valid for numerical condition variables)
conditionvariable
"string value" hard coded string value
numericValue hard coded numerical value
<VariableName> This will look in the valuelist for a Name/Value pair that matches
the VariableName and will use the associated value.
Format (Else):
Must follow an IF or an ELSE IF command
No additional parameters allowed with this command
Format (ENDIF):
Closes a conditional block
No additional parameters allowed with this command
Format (END):
END Ends the current script
Example script equivalent:
Taking the above as an example:
IF <Site> > 5
POPDATA {22|11|0|0|TBEdit|TBEdit|||}<abc>

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Review Script

This section display the script as it will appears on the client machines, although
not recommended, the script can be manually modified from the Review script
section.

Addendum
Citrix Installs
DPA Client will install on Citrix Metaframe and XEN releases from Citrix metaframe
version. A number of Citrix specific items are discussed in this section. For more
information on installation and configuration within citrix, please refer to the
Installation Guide Document, DPA_10SP4-HF4 Installation Guide.

Client footprint
The citrix client install differs slightly in that it uses SVRDCU.exe ( server Data
collection Unit ) rather than DCUApp for DPA data collection. In a single client
install, DCUApp is responsible for all configuration and data transfer off the client
machine. In a citrix environment, since any number of data collection units may
be in operation, it is inconvienient to use this method. Instead, each Server Data
Collection Unit will only generate off line data (SVN data) and read locally from
the PCMONConfig.ini file to receive its configuration. A second application,
CitrixServ.exe is installed to be responsible for all transfer from the citrix server to
the DPA application server. This server is installed on the citrix machine as an NT
Service.

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Computer Name
Under citrix, the user is reported as the logged in user within the citrix machine (
typically, the same user as is logged into the standard DPA client machine).
However, to distinguish this users session from a user who is physically logged
into the citrix machine, the computer name for the citrix user is reported
differently. If it is preferred, the citrix computer name can be further distinguished
between a Published application session, and a published desktop session. The
standard citrix installer will add a citrix command line argument to the current
version run registry on the citrix machine so that any user who logs in via
published applications will log with the computer name of
CITRIXDT_ComputerName (where ComputerName is the machine name of the
citrix server machine). Any citrix published application session within a citrix
environment that is not called with this /c command line argument will report the
computer name of CITRIXPA_Computername.

Published application mode


In order to use DCUApp within a published application mode, the command line of
the published application needs to be modified to allow the SVRDCU executable to
be run within the same citrix session as the target application. To do this, modify
the existing published application command line within your citrix configuration:

Add the following to the command line of each Published Application:


C:\Verint\DPA\Client\CitrixStart.exe
For example:
N:\Verint\DPA\Client\CitrixStart.exe C:\WINNT\System32\mspaint.exe

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Published Desktop mode


With published desktop mode, so long as the
HKEY_LOCALMACHINE\Softwar\Microsoft\Windows\CurrentVersion\Run
entry for SVRDCU.exe is set ( typically done so at install time ) then no other
configuration is required.

Tracing system
Although the SVRDCU executable responds as normal to remote tracing
configurations, the citrixServ NT Service does not. If tracing is required against
this service, an RTTINFO.xml file needs to be placed on the citrix machine and the
citrixServ.exe service should be restarted in order to initiate tracing. Removal of
tracing requires removal/renaming of the XML file, and restarting of the service.
The rttinfo.xml trace file is located in the program files\Verint\DPA folder on the
application server. Ensure that the XML portion for AppName CITRIXSERV is set
for TRACEALL at level 5 to enable citrixServ tracing.

Shutdown procedure
Citrix implementation uses a number of helper applications slightly differently to
optimize the multi-user nature of the citrix platform. The Hkproc32ExelS.exe
executable which manages 64 bit and 32 bit button clicks within the 64 bit
environment is an example. This executable normally closes down on a single user
DCUApp. Within Citrix, it remains open and running for any new SVRDCU
connection. To completely shutdown DPA under citrix, you must ensure that all
instances of SVRDCU, Hkproc32ExelS, and CitrixServ are terminated

Protection mechanism
Citrix installation does not require a protection mechanism to keep it running
since it always runs while the desktop or application is served to the metaframe
client. Thus the normal svrstr.exe helper process that runs on normal clients does
not run within Citrix.

PopData file
Default filename: popdatascript.pds

Script Commands

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Comments
All lines beginning with // are comments which are ignored by PopData
Example:
//
Calculator test script 1

Script Identifier
SCRIPT scriptname
scriptname (required)
Reverenced in popdata by the /s command argument
is the script section which will be executed by popdata Comparison is case sensitive
Example:
SCRIPT CalcTest1

Control Information
This holds the information to access a particular control in an application.
This information can be extracted from a CLF file using the ClfConvert utility.
Format: {index|pos|servid|type|name|dispname|frame|servUrl|buttonId}
ind
(integer)
pos
(string)
servid (integer)

Index of control
Position string
Embedded Server Object Index (Not implemented yet)

type
(integer)
name (string)
disp
(string)
frame (string)
servUrl (string)
(not implemented yet)
buttonId (string)

Control type
Control name
Control display name (only used for confirm dialog)
URL (or part of) of frame that contains control
URL (or part of) of Server Object of embedded Server
Text of button (only used for type 4

CtrlTrig Commands
Format: PCMONSTOREDATA CLEAR %TRIGVAL
stores/updates name/value pairs in datastore in ctrltrg
CLEAR (optional)
cleares all values in the datastore before adding new values
%TRIGVAL (required)
HAS TO BE AT THE END OF THE LINE!
Format: PCMONPOPDATASTORE CLEAR /sScript /dDirectory /h%WINDOWHANDLE
%TRIGVAL
stores/updates name/value pairs in datastore and sends datastore to popdata
CLEAR (optional)
clears all values in the datastore after popdata command is
run.

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/sScript (required) name of script


/dDirectory (optional)
Directory where PopData is found if NOT in the client
directory (has to be full path but can start with %CLIENTDIR\)
/h%WINDOWHANDLE (optional)
passes the window handle of the current
foregrounf window to popdata -only useful if script runs against current window
%TRIGVAL (required) HAS TO BE AT THE END OF THE LINE!
Format: PCMONPOPDATA /sscript /dDirectory /h%WINDOWHANDLE %TRIGVAL
just calls popdata without using the datastore
/sScript (required) Name of script
/dDirectory (optional) Directory where PopData is found if NOT in the client
directory
(has to be full path but can start with %CLIENTDIR\)
/h%WINDOWHANDLE (optional) passes the window handle of the current
foreground for window to popdata
%TRIGVAL (required) HAS TO BE AT THE END OF THE LINE!

Keynames
This is the list of keynames and associated keycodes that PopData acceps:
Keynames
This is the list of keynames and associated keycodes
that PopData acceps:
1
2
3
4
5
6
8
9
12
13
13
16
17
17
18
19
20
20
21
23
24
25

"LEFT MOUSE"
"RIGHT MOUSE"
"CANCEL"
"MID MOUSE"
"X1 MOUSE"
"X2 MOUSE"
"BACKSPACE"
"TAB"
"CLEAR"
"RETURN"
"ENTER"
"SHIFT"
"CONTROL"
"CTRL"
"ALT"
"PAUSE"
"CAPS"
"CAPSLOCK"
"IME KANA/HANGUL"
"IME JUNJA"
"IME FINAL"
"IME HANJA/KANJI"

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27
28
29
30
31
32
32
33
33
34
34
35
36
37
37
38
38
39
39
40
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
65
66
67
68
69
70
71
72
73
74
75

"ESC"
"IME CONVERT"
"IME NONCONVERT"
"IME ACCEPT"
"IME MODE"
"SPACEBAR"
"SPACE"
"PRIOR"
"PAGE UP"
"NEXT"
"PAGE DOWN"
"END"
"HOME"
"LEFT"
"LEFT ARROW"
"UP"
"UP ARROW"
"RIGHT"
"RIGHT ARROW"
"DOWN"
"DOWN ARROW"
"SELECT"
"PRINT"
"EXECUTE"
"PRINT SCREEN"
"INS"
"DEL"
"HELP"
"0"
"1"
"2"
"3"
"4"
"5"
"6"
"7"
"8"
"9"
"A"
"B"
"C"
"D"
"E"
"F"
"G"
"H"
"I"
"J"
"K"

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76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
93
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124

"L"
"M"
"N"
"O"
"P"
"Q"
"R"
"S"
"T"
"U"
"V"
"W"
"X"
"Y"
"Z"
"LEFT WINDOWS"
"RIGHT WINDOWS"
"WIN CONTEXT"
"APPLICATION"
"SLEEP"
"NUMPAD 0"
"NUMPAD 1"
"NUMPAD 2"
"NUMPAD 3"
"NUMPAD 4"
"NUMPAD 5"
"NUMPAD 6"
"NUMPAD 7"
"NUMPAD 8"
"NUMPAD 9"
"NUMPAD *"
"NUMPAD +"
"SEPERATOR"
"NUMPAD -"
"NUMPAD ."
"NUMPAD /"
"F1"
"F2"
"F3"
"F4"
"F5"
"F6"
"F7"
"F8"
"F9"
"F10"
"F11"
"F12"
"F13"

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125
126
127
128
129
130
131
132
133
134
135
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
170
171
171
172
172
173

"F14"
"F15"
"F16"
"F17"
"F18"
"F19"
"F20"
"F21"
"F22"
"F23"
"F24"
"F27"
"F28"
"F29"
"F30"
"F31"
"NUM LOCK"
"SCROLL LOCK"
"F32"
"F33"
"F34"
"F35"
"F36"
"F37"
"F38"
"F39"
"F40"
"F41"
"F42"
"F43"
"F44"
"F45"
"LEFT SHIFT"
"RIGHT SHIFT"
"LEFT CONTROL"
"RIGHT CONTROL"
"LEFT MENU"
"RIGHT MENU"
"BROWSER BACK"
"BROWSER FORWARD"
"BROWSER REFRESH"
"BROWSER STOP"
"F46"
"BROWSER SEARCH"
"R1"
"BROWSER FAVORITES"
"R2"
"BROWSER HOME"
"R3"

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173
174
174
175
175
176
176
177
177
178
179
180
180
181
181
182
182
183
183
184
186
186
187
187
188
188
189
189
190
190
190
191
191
192
192
192
215
217
218
219
220
221
222
226
233
234
235
236
237

"VOLUME MUTE"
"R4"
"VOLUME DOWN"
"R5"
"VOLUME UP"
"R6"
"NEXT TRACK"
"R7"
"PREV TRAK"
"STOP MEDIA"
"PLAY/PAUSE MEDIA"
"M1"
"START MAIL"
"M2"
"SELECT MEDIA"
"M3"
"START APPLICATION 1"
"M4"
"START APPLICATION 2"
"M5"
"OEM_1"
";"
"PLUS"
"+"
"COMMA"
","
"MINUS"
"-"
"PERIOD"
"DOT"
"."
"OEM_2"
"/"
"OEM_3"
"APOS"
"~"
"["
"]"
"'"
"OEM_4"
"OEM_5"
"OEM_6"
"OEM_7"
"OEM_102"
"L1"
"L2"
"L3"
"L4"
"L5"

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238
239
240
241
242
243
244
245
246
247
248
249
250
251
253
254

"L6"
"L7"
"L8"
"L9"
"L10"
"APP"
"F25"
"F26"
"ATTN"
"CRSEL"
"EXSEL"
"EOF"
"PLAY"
"ZOOM"
"PA1"
"CLEAR"

Proposed User sequence


Grab user screens:
A data pop project will require a number of screens to be used. Proof of concept
will be to DPA Validator the screens required, since, if we can grab the screen
correctly, then it is likely that we can copy control variables out of these screens,
and paste data into them.
Create Copy and Paste Triggers:
Create the copy and paste triggers for use in the script.
Select a Source Screen:
Specify a screen that contains a control variable for copying. Select the control
variable that is required for later use.
More than one source screen can be selected.
Create Script Variables:
The user can create script variables based on all source screen variables selected
for use in this script.

Select a Target Screen:

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More than one target screen can be selected.


Specify Target Screen Attributes:
The script author specifies whether a new or existing instance of the application is
used for the script and whether the end user should confirm the script execution
on the target screen.
Specify Target Screen Actions:
The script author can select a screen control to apply actions to, or send actions to
the screen. When a screen control is selected, the paste data and send click actions
are available for the control. The screen actions that are available are send key
press, wait or send string.
Review Script:
The script author can review and modify the generated script before it is saved.
Activate Changes:
When all triggers and script changes are made the script author should Activate the
changes to deliver the changes to the client machines.

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Appendix A: Configuration Options


Below is a list of all configuration options.
SnapInterval
TransferInterval

0.1
15

IdleInterval

300

TriggerUpdateInterval

ConfigUpdateInterval

15

CitrixMinWinCount

MaxBlockTransfer

10

MaxBlockTransferCitrix

1000

VncAuthorisation

Snap interval for DCUApp


The interval to transfer SVN data from
client to logrecord web service
The interval after which point a machine is
classed as Idle.
The interval to check the configuration
web service for trigger updates
The interval to check the configuration
web service for configuration updates
The minimum number of windows still
open before svrdcu will stop. Used for
published applications not for published
desktop.
The size of the block of data to transfer at
transfer interval.
Number of data blocks to transfer when
running SVRDCU
The Vncpassword to be set for screen
viewing

TriggerCtrlPrefix

RemoteDir
MaximumWinTextMatch
WorkDir
FileDirectory
ProductVersion
ProductInformation

DisableMonitor

UseMDI

'Filled
Script'
ON UI
'Filled
Script'
ON UI
N

in By Install
NOT SHOWN
in By Install
NOT SHOWN

Global prefix for all passback values.


Useful for integration against third
party commandline applications
Remote directory : path used for
locating activity files
Contact Support for details.
Working Directory: path used for
SVN / SXN files if local folder must
be read only / limited permissions
File Directory
The name of the installed product
Reserved not currently in use

Turn off monitoring : if enabled,


DCUApp will no longer function,
other than checking for configuration
options every 15 minutes
Site wide variable which instructs
DCUApp to log MDIChild window
titles instead of MDIParent window
Titles

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UseApi

UseVnc

UseLiveUpdate

UseLogData
UseChatMonitor
UseTriggers
UseProcesses
UseNetworkMonitor
UseTray
UseTrayViewLog
UseTrayComment
UseTrayStartStop

Y
N
Y
Y
N
N
N
N
N

UseTrayClose
UseActivityManager

N
N

SimpleMode

Y/N

DefaultActivities
UserActivities
ConfigurationServer
http://_WEBSERVER
NAME_/services
DataServer
http://_WEBSERVER
NAME_/services
BackupServer
http://_WEBSERVER
NAME_/services
TriggerServer
_WEBSERVERNAMEN
OPORT_
UpgradeServer
_WEBSERVERNAMEN
OPORT_

Allow data injection via API if


licensed for API module
Use VNC screen viewing option
(requires winvnc to be included on
client file footprint)
Send real time live update
datastream to live info web service
Log usage data (if licensed)
Monitor chat clients (if licensed)
fire triggers (if licensed)
fire processes (if licensed)
monitor network traffic (if licensed)
use the trayIcon
use the Tray Icon view log option
use the Tray Icon comment option
use the Tray Icon start /stop logging
feature
use the Tray Icon close option
use the Tray Icon activity manager
Minimal Activity Tracker:
if Y:
F5 keypress will open Activity dialog
window
Activity pull down list is read only /
select only
activities are listed here
the user activities are entered here
The ConfigurationServer entry the
_WEBSERVERNAME_ is replaced by
installer scripts to be the relevant
server name and port
The data server entry the
_WEBSERVERNAME_ is replaced by
installer scripts to be the relevant
server name and port
This name and port are used if no
connection can be made to the
DataServer
The trigger service server entry the
_WEBSERVERNAMENOPORT_ is
replaced by installer scripts to be the
relevant server name and port
The upgrade service server entry the
_WEBSERVERNAMENOPORT_ is
replaced by installer scripts to be the
relevant server name and port

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Appendix B: Impact 360 QM version


10
Application Event Trigger (AET) supports both Impact 360 QM 7.8 and Impact 360
QM 10 recorders. New for 10.0.4HF2 is the capability of multiple V10 recording
servers (N+N support).
No additional configuration is required for use with the QM 7.8 recorder. Triggers
will be configured to call commands that invoke the FIModule application.
The information in this section applies only to the configuration of AET to work
with QM 10.
Recording Group New group
This group allows nominating particular machines or users to either V10 or V11
recording : for example, a site where 50% of systems run V10, this Recording
group can be used to specify which machines use the appropriate recorders
'UseV10Recorder' Y or N enables the use of V10 recording and V10 command
execution in localtrig and RCAPIInterface.dll
'UseV11Recorder' Y or N enables the use of V11 recording and V11 command
execution in localtrig and CONAPIInterface.dll
V10Server: Machine name or IP Address of the CTI Link / Version 10 CTI Link
web service machine.
V10Server now allows a | separated list e.g.
192.168.1.101|192.168.1.102|192.168.1.103 instead or a single entry.
NOTE
The V10Server address will not be used if Version 10 CTI Link servers are
configured via the ILA registry.
This makes it possible to use only the default profile even in environments where
agents at different sites connect to different Version 10 CTI Link servers. As long
as the other settings in the configuration are common across the enterprise, a
single default profile can be used for agents connecting to different Version 10 CTI
Link servers. See Configuring for Multiple Version 10 CTI Link Servers.

ForceV10Server:
Y or N (Y for Yes N for No). if Yes, calls will ignore the ILA
registry entries for server name and use the value entered in V10Server only.

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V10SwitchID:
ID of Version 10 CTI Link API Switch. Must be added by
administrator. Cannot be obtained automatically.
UseScreenIP:

Y or N (Y for Yes and N for No). If Yes, calls will use

GetDeviceByScreenIP. If No, calls will use GetDeviceByNTLogin:


Must be
chosen by administrator. Dependent on CTI Link / Version 10 CTI Link installation
type.
LocalTrigTrace:
For debug / Test only: Valid range 0 - 5
0
No tracing
1
Critical error tracing
2
SOAP call tracing
3
LocalTrig function call tracing
4
Not used
5
Debug level tracing

LocalTrigTimeout:
A numerical value which represents the timeout for the calls
to the Ultra Recorder. Stating a positive number i.e. 5 represents a 5 second
timeout and entering a negative number i.e. -200 represents 200 milliseconds
timeout.
V10GetExtTimeout: Time in minutes that the extension is assumed to be valid.
After this timeout period, the next call to CTI Link / Version 10 CTI Link will
attempt to obtain a new extension prior to any other call. Typically this value will
be set to 240 minutes on the assumption that an agent will stay in the same
extension for at least 4 hours before logging in an a new position. Setting this
value to a lower value will increase the number of calls made to the CTI Link /
Version 10 CTI Link server.
V10Port:
Port for Version 10 CTI Link API Web Service (V10Server Soap
communication).
AgentIdentificationILA
Set to Y if ILA Mode is Agent Identification. Set to N
if ILA Mode is any other option. If set to Y all GetDeviceByNTLogin calls will send
the NTUserName as the login parameter. If set to N all calls to
GetDeviceByNTLogin will use DOMAIN\NTUserName as the login parameter.

Custom Data
The Custom Data tab is where the administrator will import the Custom Data Field
Names from the Impact 360 QM version 10. The Custom Data Field names will
be available from the trigger definition page so the passback value in a trigger can
be associated with the Custom Data Field. The Custom Data page has a grid

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control displaying the currently loaded Custom Data and a choice to "Load from a
Webservice" or "Upload from an .XML File".
Pre-requisite Configuration on QM10 Server
Custom Data fields that will be used with AET must be configured on the QM 10
Hub Server, from the Portal Toolbox: Custom Data and Caption Editor. In most
cases the Custom Data fields is initially created on the CTI Link server, and then
edited via the Portal Toolbox. In any case the fields must be defined and
configured in both CTI Link and the Portal. Refer to the QM 10 documentation for
information on configuring CTI Link and Custom Data Fields.
NOTE
Please note these requirements for QM 10 CTI Link and Custom Data
configuration that are specific to integration with the AET Module.

This is a High Level description of the set up of custom data fields with the AET
specific aspects noted. Refer to QM10 documentation for complete detail of each
area.
A switch is added to CTI Link to accept the API calls the AET client module
makes. The default name of switch should not be changed.
The Client Disconnect sent to IntelliLink setting must not be set CTI Link server
The switch is normally the 2nd entry in CTI Link. It must be active.
Configuration of custom data in CTI Link
When custom data fields are configured on the CTI Link server they can only be
configured as CTI
Configuration of the custom data in the Portal Tool Box
When the same custom data fields are edited in the Portal Tool box the data
source must be changed to API. The CTI, ScreenAnalysis or IntelliScreen setting
should not be checked
Custom Data configured on QM at Caption Editor or in the xml file should not start
with the word Custom Data. Custom Data fields in QM 10 that are configured
with Custom Data are assumed to be unused default fields and are not imported
into the AET module for use in triggers.

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The AET module references PD identifier, not the caption, when sending a tag to
the QM 10 Recorder. If the custom data caption/PD relationships are changed in
the QM 10 caption editor then they should also be updated by repeating the steps
below to ensure that the AET module is in synch with the QM 10 Server.

Changes to Custom Data fields in QM 10 will require the restart of key services on
the QM 10 server to take effect. Be sure to plan for this brief downtime when
working with Custom Data fields in QM 10.
Custom Data Limitation
Custom data field sizes are limited as follows:
The control name has to be the identifier of the Verint Custom Data field.
These identifiers are assumed to be PD1 to PD75, although any prefix is allowed,
so long as it is followed by a number from 1 to 75.
The values for these identifiers are truncated using the following schema:
CD / PD identifier designation
PD1
PD2 - PD16
PD17 - PD23
PD24 - PD25
PD26
PD27 - PD41
PD42 - PD48
PD49 - PD50
PD51
PD52 - PD66
PD67 - PD73
PD74 - PD75

Size Reserved
128 bytes
64 bytes
32 bytes
16 bytes (these are numbers but no
check of content yet made)
128 bytes
64 bytes
32 bytes
16 bytes (these are numbers but no
check of content yet made)
128 bytes
64 bytes
32 bytes
16 bytes (these are numbers but no
check of content yet made)

All values are treated as strings internally. Any value found to contain more than
the reserved number of bytes will be truncated at the appropriate reserved
boundary.
Values for names that do not appear in this schema are currently sent to the DDR
API as they are.
Optional further refinement not implemented at present:

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Check for numeric data for PD24, PD25, PD49, PD50, PD74, PD75
Numeric field must contain no more than 16 characters, but otherwise are treated
as strings internally. Any character over the 16 character limit in these fields are
truncated in same way as all other fields.

Load from a Webservice


Loading from a web service will require you to enter the IP address of an Impact
360 QM version Hub Web server where the Custom Data fields were created using
the Caption Editor.

This Web Server should be the same location where the items were configured via
Caption Editor described in 1.1.1 above from which the custom data definitions
can be returned. This is not a call to the CTI Link web service. The "Retrieve
Custom Data" action will contact the specified web service and return the
definitions for the custom data, loading them to the database and showing on
screen.

To Verify that the items were returned correctly / are current or most up to date
simply compare the list of items on screen on this page with the items defined in
Caption Editor.

This option is the preferred option as it ensures that the AET module has the same
definition that the QM 10 Server is expecting to receive on Tag requests.

Upload from an .XML File


NOTE
Loading from an xml file is not the preferred method as it does not ensure
that the items defined in caption editor are in synch with the AET module,
this method is a manual step if the retrieve from web service is not an option.

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Selecting to upload from an .XML file requires a file in the format shown below,
which contains the definition of the custom data field names and the
corresponding display name defined for the field. A user should browse to the file
location and then select the "Retrieve Custom Data" action to retrieve the
information
Below we can see the format of the XML file.
<CustomDataValues>
<Fields>
<CDField>
<Name>PD1</Name>
<Display>Display Name 1</Display>
</CDField>
.
<CDField>
<Name>PD.N</Name>
<Display>Display Name.N </Display>
</CDField>
.
<CDField>
<Name>PD75</Name>
<Display>Display name 75</Display>
</CDField>
</Fields>
</CustomDataValues>

Profile Hierarchies
Configurations have a hierarchy where DEFUALT is the base configuration. Any
item defined on a computer configuration overrides the corresponding item in the
default configuration and a user configuration will override both computer and
default configuration sets.

Where a profile has been created and assigned to a user and a separate profile
has been created and assigned to a computer the DCUApp program will receive 3
profile sets, the DEFAULT set, the set assigned to the currently logged on user
and the set belonging to the current computer that the user is logged on to. In
this case all three sets are combined to produce the actual set of configurations
and the hierarchy is as follows:

DEFAULT configuration is considered the base set.

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Computer configuration, which is assigned to the current computer, overrides the


DEFAULT set where an item is defined in both sets. For example, a DEFAULT set
of V10Server set to server1.verint.com and a V10Port set to "80" combined with
Computer configuration set of V10Port set to "8080" will result in a configuration
set of V10Server set to server1.verint.com and a V10Port set to "8080".

User Configuration, which is assigned to the current computer, overrides the


DEFAULT set and the Computer assigned configuration in the same way as a
computer assigned configuration overrides the DEFAULT. For example, a
DEFAULT set of V10Server set to server1.verint.com, V10SwitchID set to "4"
and a V10Port set to "80" combined with Computer configuration set of V10Port
set to "8080" and V10SwitchID set to "2" coupled in with a User Configuration of
V10SwitchID set to "8" will result in a configuration set of V10Server set to
server1.verint.com with a V10Port set to "8080" and a V10SwitchID set to "8".

NOTE
When the QM 10 Desktop Version 10 CTI Link Agent is installed, it will
update the registry of Version 10 CTI Link server at
HKEY_LOCAL_MACHINE\SOFTWARE\Verint\ILA, then the V10Server
configuration option is completely overridden by the list of Version 10 CTI Link
servers (See 1.6.1 below), unless the ForceV10Server config option is set to Y. In
the case where the ILA server items are being used and not the V10Server value,
All V10Server items, Default, Computer, and User, are all ignored. This is only
the case with the V10Server option, and does not affect any of the other
configuration keys.
Example showing configuration precedence
Compute User :
Key
Default r: PC22 Fred
10.20.3
0.40*
V10SwitchID
2
UseScreenIP
N
LocalTrigTrace
5
V10ExtTimeout
0
V10Port
8001
AgentIdentificationILA Y
ForceV10Server
N
V10Server

Actual :
Jim on
PC22

10.20.30 10.20.30. 10.20.30.


.45*
50*
45*
3
4
3
Y
Y
0
5
0
4001
8001
Y
N

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Actual:
Fred on
PC22

Actual:
Fred on
other PC

10.20.30.
50*
4
Y
0
0
4001
Y
N

10.20.30.
50*
4
N
0
0
4001
Y
N

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* as noted above, the V10erver key will only be used if there is no Version 10 CTI
Link server list located in the registry of the machine or the ForceV10Server
option is valued to Y. Despite this, the Default configuration must always contain
a fall back Version 10 CTI Link server name. This is to ensure that there will
always be a potential V10 server address, even if the multiple lists are removed
from the registry at some point.

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Multiple Version 10 CTI Link Servers


QM10 Desktop Version 10 CTI Link Agent configuration for Multiple Version 10 CTI
Link Servers
When the QM10 Desktop Version 10 CTI Link Agent is installed, it will update the
registry of Version 10 CTI Link server at
HKEY_LOCAL_MACHINE\SOFTWARE\Verint\ILA as seen in the image below.

Where a site requires a number of Version 10 CTI Link servers, User can use
Version 10 CTI Link Server IP Update tool to add more Version 10 CTI Link
servers. This will update the HKEY_LOCAL_MACHINE\SOFTWARE\Verint\ILA
registry as seen in the image below.

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If this QM10 Desktop Version 10 CTI Link Agent has been installed and updated to
use multiple Version 10 CTI Link servers and its registry has been updated as
mentioned above, then AET will adopt the InfoLink IP items as a list of appropriate
servers to use instead of using the V10Server configuration key. The InfoLink Port
is ignored by AET.AET will on initialization attempt to obtain the extension to
associate with the Version 10 CTI Link server from each server within the list of
registry items. This will be done any time an extension is required by the AET
triggering system. The first server that provides an appropriate extension
response will then be adopted until a new initialization is forced (either through
log on, extension timeout, or explicit getExtension call)

AET Only Configuration for Multiple Version 10 CTI


Link Servers
If a number of Version 10 CTI Link servers are present within a site, but QM10
Agent Desktop Version 10 CTI Link Agent registry items are not present, then AET
can be used to specify which machines point to which Version 10 CTI Link servers,
by adding a V10Server Key value to different custom configurations, and then
assigning each computer to a specified Version 10 CTI Link server.

Configuration Storage
The Default and Computer configuration sent to the client is stored in memory and
(on non-Citrix installs) is also stored within the PcMonConfig.ini file located in the
client directory. The user configuration is stored in the
HKEY_CURRENT_USER\Software\Iontas\UserConfiguration registry entry as well as
being loaded in memory.

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Acceptable Commands
The commands for execution of QM10 recording instructions are included within the standard installation and can be viewed from the trigger
commands area of the Web UI.
The following table shows the commands used and appropriate parameters (if any) to be used with them:
Name

Command

Parameters

Notes

Recording - Version
10 - API Pause

PCMONLTAPI_DDR_Pause

%TRIGVAL

This will first delete all existing name/value Custom


Data pairs from memory and then pause the recording
with the name/value pairs from the parameter list.

Recording - Version
10 - API Resume

PCMONLTAPI_DDR_Resume

%TRIGVAL

This will first update the current recording with the


current parameter list, and then resume the recording.

Recording - Version
10 - API Get
Extension

PCMONLTAPI_DDR_GetExtension

Explicitly calls an Init function. This is not required in


normal operation as the init function is done at first
login

Recording - Version
10 - API Store Tag
Data

PCMONLTAPI_DDR_StoreTagData

%TRIGVAL

This will store the name/value Custom Data pairs in


memory for tagging at later stage either by a
PCMONLTAPI_DDR_TagData command or a
PCMONLTAPI_DDR_StopRecording command which
will both send the current stored list along with any
additional Custom Data items

Recording - Version
10 - API Tag Data

PCMONLTAPI_DDR_TagData

%TRIGVAL

This will send all name / value Custom Data pairs in


memory and within the current parameter list for
tagging the in progress recording or, if no recording is
in progress, the last recording. Only CTI initiated
recordings will be tagged. Call Recordings not
initiated by CTI will not be tagged by this command
for example, recordings initiated by an AET Start
Recording command.
(RCAPI_UpdateByExtension call)

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Recording - Version
10 - API TAG Data
by SID

PCMONLTAPI_DDR_TagData

USESID
%TRIGVAL

This will send all name / value Custom Data pairs in


memory and within the current parameter list for
tagging against current recording, using the Recording
SID to add the Tag
(RCAPI_UpdateBySID call)

Recording - Version
10 UpdatePrivateData

PCMONLTAPI_DDR_UpdatePrivateData

%TRIGVAL

This will send all name / value Custom Data pairs in


memory and within the current parameter list for
tagging the currently recorded call on the extension.
(UpdatePrivateDataByDevice call)

Recording API
Start Recording

PCMONLTAPI_DDR_StartRecording

%TRIGVAL

This will first delete all existing name/value Custom


Data pairs from memory and then start a recording
with the
name/value pairs from the parameter list

Recording Version 10 - API


Stop Start
Recording

PCMONLTAPI_DDR_StartRecording

SENDSTOP
%TRIGVAL

This will first Issue a


PCMONLTAPI_DDR_StopRecording command
and then delete all existing name/value Custom
Data pairs from memory and then start a
recording with the
name/value pairs from the parameter list

Recording API
Stop Recording

PCMONLTAPI_DDR_StopRecording

%TRIGVAL

This will first update the current recording with the


current parameter list, and then stop the recording.

Recording - API
Start Stop
Recording

PCMONLTAPI_DDR_StopRecording

SENDSTART
%TRIGVAL

Recording - Version 10 - API Start Stop


Recording

NOTE
Even if the command contains %TRIGVAL, triggers can be created without passing any parameters.

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Appendix C: Impact 360 QM version 7

Appendix C: Impact 360 QM version 7


Application Event Trigger (AET) supports both Impact 360 QM 7.8 and Impact 360
QM 10 recorders.
The information in this section applies only to the configuration of AET to work
with QM 10.

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Command Description
Recording - Version 7 - Agent
Logon

Command
Parameters
-e AgentLogon
-u"%USER"
-h"%COMPUTER"

Recording - Version 7 Connected

-e Connected
-e DataEvent
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

Recording - Version 7 DataEvent

-e DataEvent
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

Recording - Version 7 Disconnected - for random stop


records

-e DataEvent
-e Disconnected
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

Recording - Version 7 - Agent


Logoff

-e AgentLogoff
-u"%USER"
-h"%COMPUTER"

Recording - Version 7 - Start


Record (Overrides Random
rules)

-e Connected
-e StartRecord
-e DataEvent
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

Recording - Version 7 - Stop


Record (Overrides Random
Rules)

-e DataEvent
-e StopRecord
-e Disconnected
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

Recording - Version 7 - Stop


Record and Start Record

-e StopRecord
-e Disconnected
-e Connected
-e StartRecord
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

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Notes
Issues the agent log on
command and passes
the username and
computer name
Issues the connected
command followed by
the data event
command and passes
the username and
computer name along
with identified data
elements
Issues the data event
command and passes
the username and
computer name along
with identified data
elements
Issues the data event
command followed by
the disconnected
command and passes
the username and
computer name along
with identified data
elements
Issues the agent log off
command and passes
the username and
computer name along
with identified data
elements
Issues the Connected
command followed by
the start recording
command followed by
the data event
command and passes
the username and
computer name along
with identified data
elements
Issues the data event
command followed by
the StopRecording
Command and the
Disconnected command
and passes the
username and computer
name along with
identified data elements
Issues the
StopRecording
command followed by
the disconnected
command followed by
the connected command
and then the
StartRecording

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Appendix C: Impact 360 QM version 7

Recording - Version 7 - Unify


DataEvent

-e DataEvent
-u"%USER"
-h"%COMPUTER"
-d%TRIGVAL

command and passes


the username and
computer name along
with identified data
elements
the data event
command and passes
the username and
computer name along
with identified data
elements

No additional configuration is required for use with the QM 7.8 recorder. Triggers
will be configured to call commands that invoke the FIModule application.
V10Server: Machine name or IP Address of the CTI Link / Version 10 CTI Link
web service machine.
NOTE
The V10Server address will not be used if Version 10 CTI Link servers are
configured via the ILA registry.
This makes it possible to use only the default profile even in environments where
agents at different sites connect to different Version 10 CTI Link servers. As long
as the other settings in the configuration are common across the enterprise, a
single default profile can be used for agents connecting to different Version 10 CTI
Link servers. See Configuring for Multiple Version 10 CTI Link Servers.
ForceV10Server:
Y or N (Y for Yes N for No). if Yes, calls will ignore the ILA
registry entries for server name and use the value entered in V10Server only.
V10SwitchID:
ID of Version 10 CTI Link API Switch. Must be added by
administrator. Cannot be obtained automatically.
UseScreenIP:

Y or N (Y for Yes and N for No). If Yes, calls will use

GetDeviceByScreenIP. If No, calls will use GetDeviceByNTLogin:


Must be
chosen by administrator. Dependent on CTI Link / Version 10 CTI Link installation
type.
LocalTrigTrace:
For debug / Test only: Valid range 0 - 5
0
No tracing
1
Critical error tracing
2
SOAP call tracing
3
LocalTrig function call tracing
4
Not used
5
Debug level tracing
LocalTrigTimeout:
A numerical value which represents the timeout for the calls
to the Ultra Recorder. Stating a positive number i.e. 5 represents a 5 second

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Appendix C: Impact 360 QM version 7

timeout and entering a negative number i.e. -200 represents 200 milliseconds
timeout.
V10GetExtTimeout: Time in minutes that the extension is assumed to be valid.
After this timeout period, the next call to CTI Link / Version 10 CTI Link will
attempt to obtain a new extension prior to any other call. Typically this value will
be set to 240 minutes on the assumption that an agent will stay in the same
extension for at least 4 hours before logging in an a new position. Setting this
value to a lower value will increase the number of calls made to the CTI Link /
Version 10 CTI Link server.

V10Port:
Port for Version 10 CTI Link API Web Service (V10Server Soap
communication).

AgentIdentificationILA
Set to Y if ILA Mode is Agent Identification. Set to N
if ILA Mode is any other option. If set to Y all GetDeviceByNTLogin calls will send
the NTUserName as the login parameter. If set to N all calls to
GetDeviceByNTLogin will use DOMAIN\NTUserName as the login parameter.

Custom Data
The Custom Data tab is where the administrator will import the Custom Data Field
Names from the Impact 360 QM version 10. The Custom Data Field names will
be available from the trigger definition page so the passback value in a trigger can
be associated with the Custom Data Field. The Custom Data page has a grid
control displaying the currently loaded Custom Data and a choice to "Load from a
Webservice" or "Upload from an .XML File".

Pre-requisite Configuration on QM10 Server


Custom Data fields that will be used with AET must be configured on the QM 10
Hub Server, from the Portal Toolbox: Custom Data and Caption Editor. In most
cases the Custom Data fields is initially created on the CTI Link server, and then
edited via the Portal Toolbox. In any case the fields must be defined and
configured in both CTI Link and the Portal. Refer to the QM 10 documentation for
information on configuring CTI Link and Custom Data Fields.

NOTE
Please note these requirements for QM 10 CTI Link and Custom Data

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configuration that are specific to integration with the AET Module.

This is a High Level description of the set up of custom data fields with the AET
specific aspects noted. Refer to QM10 documentation for complete detail of each
area.
A switch is added to CTI Link to accept the API calls the AET client module
makes. The default name of switch should not be changed.
The Client Disconnect sent to IntelliLink setting must not be set CTI Link server
The switch is normally the 2nd entry in CTI Link. It must be active.
Configuration of custom data in CTI Link
When custom data fields are configured on the CTI Link server they can only be
configured as CTI
Configuration of the custom data in the Portal Tool Box
When the same custom data fields are edited in the Portal Tool box the data
source must be changed to API. The CTI, ScreenAnalysis or IntelliScreen setting
should not be checked

Custom Data configured on QM at Caption Editor or in the xml file should not start
with the word Custom Data. Custom Data fields in QM 10 that are configured
with Custom Data are assumed to be unused default fields and are not imported
into the AET module for use in triggers.
The AET module references PD identifier, not the caption, when sending a tag to
the QM 10 Recorder. If the custom data caption/PD relationships are changed in
the QM 10 caption editor then they should also be updated by repeating the steps
below to ensure that the AET module is in synch with the QM 10 Server.

Changes to Custom Data fields in QM 10 will require the restart of key services on
the QM 10 server to take effect. Be sure to plan for this brief downtime when
working with Custom Data fields in QM 10.
Custom Data Limitation
Custom data field sizes are limited as follows:
The control name has to be the identifier of the Verint Custom Data field.

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These identifiers are assumed to be PD1 to PD75, although any prefix is allowed,
so long as it is followed by a number from 1 to 75.
The values for these identifiers are truncated using the following schema:
CD / PD identifier designation
PD1
PD2 - PD16
PD17 - PD23
PD24 - PD25
PD26
PD27 - PD41
PD42 - PD48
PD49 - PD50
PD51
PD52 - PD66
PD67 - PD73
PD74 - PD75

Size Reserved
128 bytes
64 bytes
32 bytes
16 bytes (these are numbers but no
check of content yet made)
128 bytes
64 bytes
32 bytes
16 bytes (these are numbers but no
check of content yet made)
128 bytes
64 bytes
32 bytes
16 bytes (these are numbers but no
check of content yet made)

All values are treated as strings internally. Any value found to contain more than
the reserved number of bytes will be truncated at the appropriate reserved
boundary.
Values for names that do not appear in this schema are currently sent to the DDR
API as they are.
Optional further refinement not implemented at present:
Check for numeric data for PD24, PD25, PD49, PD50, PD74, PD75
Numeric field must contain no more than 16 characters, but otherwise are treated
as strings internally. Any character over the 16 character limit in these fields are
truncated in same way as all other fields.

Load from a Webservice


Loading from a web service will require you to enter the IP address of an Impact
360 QM version Hub Web server where the Custom Data fields were created using
the Caption Editor.

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This Web Server should be the same location where the items were configured via
Caption Editor described in 1.1.1 above from which the custom data definitions
can be returned. This is not a call to the CTI Link web service. The "Retrieve
Custom Data" action will contact the specified web service and return the
definitions for the custom data, loading them to the database and showing on
screen.

To Verify that the items were returned correctly / are current or most up to date
simply compare the list of items on screen on this page with the items defined in
Caption Editor.

This option is the preferred option as it ensures that the AET module has the same
definition that the QM 10 Server is expecting to receive on Tag requests.
Upload from an .XML File
NOTE
Loading from an xml file is not the preferred method as it does not ensure
that the items defined in caption editor are in synch with the AET module,
this method is a manual step if the retrieve from web service is not an option.

Selecting to upload from an .XML file requires a file in the format shown below,
which contains the definition of the custom data field names and the
corresponding display name defined for the field. A user should browse to the file
location and then select the "Retrieve Custom Data" action to retrieve the
information
Below we can see the format of the XML file.
<CustomDataValues>
<Fields>
<CDField>
<Name>PD1</Name>
<Display>Display Name 1</Display>
</CDField>
.
<CDField>
<Name>PD.N</Name>
<Display>Display Name.N </Display>
</CDField>
.

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<CDField>
<Name>PD75</Name>
<Display>Display name 75</Display>
</CDField>
</Fields>
</CustomDataValues>

Profile Hierarchies
Configurations have a hierarchy where DEFUALT is the base configuration. Any
item defined on a computer configuration overrides the corresponding item in the
default configuration and a user configuration will override both computer and
default configuration sets.

Where a profile has been created and assigned to a user and a separate profile
has been created and assigned to a computer the DCUApp program will receive 3
profile sets, the DEFAULT set, the set assigned to the currently logged on user
and the set belonging to the current computer that the user is logged on to. In
this case all three sets are combined to produce the actual set of configurations
and the hierarchy is as follows:

DEFAULT configuration is considered the base set.

Computer configuration, which is assigned to the current computer, overrides the


DEFAULT set where an item is defined in both sets. For example, a DEFAULT set
of V10Server set to server1.verint.com and a V10Port set to "80" combined with
Computer configuration set of V10Port set to "8080" will result in a configuration
set of V10Server set to server1.verint.com and a V10Port set to "8080".

User Configuration, which is assigned to the current computer, overrides the


DEFAULT set and the Computer assigned configuration in the same way as a
computer assigned configuration overrides the DEFAULT. For example, a
DEFAULT set of V10Server set to server1.verint.com, V10SwitchID set to "4"
and a V10Port set to "80" combined with Computer configuration set of V10Port
set to "8080" and V10SwitchID set to "2" coupled in with a User Configuration of
V10SwitchID set to "8" will result in a configuration set of V10Server set to
server1.verint.com with a V10Port set to "8080" and a V10SwitchID set to "8".

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Appendix C: Impact 360 QM version 7

NOTE
When the QM 10 Desktop Version 10 CTI Link Agent is installed, it will
update the registry of Version 10 CTI Link server at
HKEY_LOCAL_MACHINE\SOFTWARE\Verint\ILA, then the V10Server configuration
option is completely overridden by the list of Version 10 CTI Link servers (See
1.6.1 below), unless the ForceV10Server config option is set to Y. In the case
where the ILA server items are being used and not the V10Server value, All
V10Server items, Default, Computer, and User, are all ignored. This is only the
case with the V10Server option, and does not affect any of the other configuration
keys.

Example showing configuration precedence


Actual :
Jim on
PC22
10.20.3 10.20.30 10.20.30. 10.20.30.
V10Server
0.40* .45*
50*
45*
V10SwitchID
2
3
4
3
UseScreenIP
N
Y
Y
LocalTrigTrace
5
0
5
V10ExtTimeout
0
0
V10Port
8001
4001
8001
AgentIdentificationILA Y
Y
ForceV10Server
N
N
Key

Compute User :
Default r: PC22 Fred

Actual:
Fred on
other PC
10.20.30. 10.20.30.
50*
50*
4
4
Y
N
0
0
0
0
4001
4001
Y
Y
N
N
Actual: Fred
on PC22

* as noted above, the V10erver key will only be used if there is no Version 10 CTI
Link server list located in the registry of the machine or the ForceV10Server
option is valued to Y. Despite this, the Default configuration must always contain
a fall back Version 10 CTI Link server name. This is to ensure that there will
always be a potential V10 server address, even if the multiple lists are removed
from the registry at some point.

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Appendix C: Impact 360 QM version 7

Multiple Version 10 CTI Link Servers


QM10 Desktop Version 10 CTI Link Agent configuration for Multiple Version 10 CTI
Link Servers
When the QM10 Desktop Version 10 CTI Link Agent is installed, it will update the
registry of Version 10 CTI Link server at
HKEY_LOCAL_MACHINE\SOFTWARE\Verint\ILA as seen in the image below.

Where a site requires a number of Version 10 CTI Link servers, User can use
Version 10 CTI Link Server IP Update tool to add more Version 10 CTI Link
servers. This will update the HKEY_LOCAL_MACHINE\SOFTWARE\Verint\ILA
registry as seen in the image below.

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Appendix C: Impact 360 QM version 7

If this QM10 Desktop Version 10 CTI Link Agent has been installed and updated to
use multiple Version 10 CTI Link servers and its registry has been updated as
mentioned above, then AET will adopt the InfoLink IP items as a list of appropriate
servers to use instead of using the V10Server configuration key. The InfoLink Port
is ignored by AET.AET will on initialization attempt to obtain the extension to
associate with the Version 10 CTI Link server from each server within the list of
registry items. This will be done any time an extension is required by the AET
triggering system. The first server that provides an appropriate extension response
will then be adopted until a new initialization is forced (either through log on,
extension timeout, or explicit getExtension call)

AET Only Configuration for Multiple Version 10 CTI


Link Servers
If a number of Version 10 CTI Link servers are present within a site, but QM10
Agent Desktop Version 10 CTI Link Agent registry items are not present, then AET
can be used to specify which machines point to which Version 10 CTI Link servers,
by adding a V10Server Key value to different custom configurations, and then
assigning each computer to a specified Version 10 CTI Link server.

Configuration Storage
The Default and Computer configuration sent to the client is stored in memory and
(on non-Citrix installs) is also stored within the PcMonConfig.ini file located in the
client directory. The user configuration is stored in the
HKEY_CURRENT_USER\Software\Iontas\UserConfiguration registry entry as well as
being loaded in memory.

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Appendix C: Impact 360 QM version 7

Acceptable Commands
The commands for execution of QM10 recording instructions are included within the standard installation and can be viewed from the trigger
commands area of the Web UI.
The commands for execution of QM10 recording instructions are included within the standard installation and can be viewed from the trigger
commands area of the Web UI.

The following table shows the commands used and appropriate parameters (if any) to be used with them:
Name

Command

Parameters

Notes

Recording - Version
10 - API Pause

PCMONLTAPI_DDR_Pause

%TRIGVAL

This will first delete all existing name/value Custom


Data pairs from memory and then pause the recording
with the name/value pairs from the parameter list.

Recording - Version
10 - API Resume

PCMONLTAPI_DDR_Resume

%TRIGVAL

This will first update the current recording with the


current parameter list, and then resume the recording.

Recording - Version
10 - API Get
Extension

PCMONLTAPI_DDR_GetExtension

Explicitly calls an Init function. This is not required in


normal operation as the init function is done at first login

Recording - Version
10 - API Store Tag
Data

PCMONLTAPI_DDR_StoreTagData

%TRIGVAL

This will store the name/value Custom Data pairs in


memory for tagging at later stage either by a
PCMONLTAPI_DDR_TagData command or a
PCMONLTAPI_DDR_StopRecording command which
will both send the current stored list along with any
additional Custom Data items

Recording - Version
10 - API Tag Data

PCMONLTAPI_DDR_TagData

%TRIGVAL

This will send all name / value Custom Data pairs in


memory and within the current parameter list for
tagging the in progress recording or, if no recording is in
progress, the last recording. Only CTI initiated
recordings will be tagged. Call Recordings not initiated
by CTI will not be tagged by this command for
example, recordings initiated by an AET Start
Recording command.

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Appendix C: Impact 360 QM version 7

(RCAPI_UpdateByExtension call)
Recording - Version
10 - API TAG Data
by SID

PCMONLTAPI_DDR_TagData

USESID
%TRIGVAL

This will send all name / value Custom Data pairs in


memory and within the current parameter list for
tagging against current recording, using the Recording
SID to add the Tag
(RCAPI_UpdateBySID call)

Recording - Version
10 UpdatePrivateData

PCMONLTAPI_DDR_UpdatePrivateData

%TRIGVAL

This will send all name / value Custom Data pairs in


memory and within the current parameter list for
tagging the currently recorded call on the extension.
(UpdatePrivateDataByDevice call)

Recording API
Start Recording

PCMONLTAPI_DDR_StartRecording

%TRIGVAL

This will first delete all existing name/value Custom


Data pairs from memory and then start a recording with
the
name/value pairs from the parameter list

Recording Version 10 - API


Stop Start
Recording

PCMONLTAPI_DDR_StartRecording

SENDSTOP
%TRIGVAL

This will first Issue a


PCMONLTAPI_DDR_StopRecording command and
then delete all existing name/value Custom Data
pairs from memory and then start a recording
with the
name/value pairs from the parameter list

Recording API
Stop Recording

PCMONLTAPI_DDR_StopRecording

%TRIGVAL

This will first update the current recording with the


current parameter list, and then stop the recording.

NOTE
Even if the command contains %TRIGVAL, triggers can be created without passing any parameters.

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Desktop and Process Analytics

Desktop and Process Analytics Release Notes


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Release Notes

245

Desktop and Process Analytics

Release Notes

About Verint Witness Actionable Solutions


Verint Witness Actionable Solutions is the leader in enterprise workforce
optimization software and services. Its solutions are designed to help
organizations of all sizes capture customer intelligence, uncover business trends,
discover the root cause of employee and customer behavior, and optimize the
customer experience. From contact centers to remote office, branch and backoffice operations, its award-winning, next-generation Impact 360 Workforce
Optimization suite is the industrys most unified solution setfeaturing quality
monitoring and recording, workforce management, customer interaction analytics
(speech analytics, data analytics and customer feedback surveys), desktop and
process analytics, performance management, eLearning and coaching. Impact
360 helps improve the entire customer service delivery network, powering the
right decisions to help ensure service excellence and transform organizations into
customer-centric enterprises.

About Verint Systems Inc.


Verint Systems Inc. is a global leader in Actionable Intelligence solutions and
value-added services. More than 10,000 organizations in over 150 countries use
our workforce optimization and security intelligence solutions to improve
enterprise performance and make the world a safer place. For more information,
visit www.verint.com.
1

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246