Commit 9f8c383f authored by Danir Tlepov's avatar Danir Tlepov

hello to experience_introduction_guide

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.. Read the Docs Template documentation master file, created by
sphinx-quickstart on Tue Aug 26 14:19:49 2014.
You can adapt this file completely to your liking, but it should at least
contain the root `toctree` directive.
Инструкция по внедрению Synergy Experience
====================================================
.. toctree::
:maxdepth: 2
:glob:
:numbered:
src/first_tuning
src/new_content
introduction_guide/resources/img/cjm_map.png

128 KB

Первоначальная настройка
-----------------------------
Clean
~~~~~~~~~~
#. Добавить пользователей в группу ``Experience``.
#. Проверить корректность URL до Synergy в настройках внешнего модуля
``Experience``.
**Настройки, автоматически установленные в подсистеме
администрирования.**
#. Создан следующий пользователь:
* Администратор (с ролями "Администратор" и "Разработчик Synergy",
логин/пароль: 1/1)
#. Заведена следующая орг.структура:
* ROOT (подразделение, руководитель Администратор)
**Настройки, автоматически установленные в конфигураторе.**
#. Импортировано приложение ``Experience``.
#. Созданы следующие группы пользователей:
* ``Experience`` (с пользователем Администратор)
Install/upgrade configuration
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
#. Добавить пользователей в группу ``Experience``.
#. Проверить, что группе пользователей ``Experience`` предоставлены
права на реестры.
#. Проверить корректность URL до Synergy в настройках внешнего модуля
``Experience``.
Manual
~~~~~~~~~~~
#. Импортировать приложение Experience из архива
``/opt/synergy/apps/experience/app-experience.7zip``.
.. hint::
#. При импорте приложения рекомендуем руководствоваться
`документацией`_.
#. Если на сервере уже был установлен продукт, следует
сверить номера версий приложения в архиве и на сервере,
при необходимости нужно увеличить номер версии в архиве.
#. Добавить пользователей в группу ``Experience``.
#. Проверить, что группе пользователей ``Experience`` предоставлены
права на реестры.
#. Заменить URL до Synergy в настройках внешнего модуля ``Experience``.
#. В Kibana создать следующие шаблон индексов:
* ``r-experience_registry_assessment``
#. Импортировать визуализации из файла
``/opt/synergy/apps/experience/experience_visualizations.json``.
#. Импортировать дашборды из файла
``/opt/synergy/apps/experience/experience_dashboards.json``.
.. hint:: Дополнительные подробности доступны в подробной документации о `Kibana`_.
.. _`Kibana`: http://rtd.lan.arta.kz/docs/guide/ru/hamming/dashboards.html
.. _`документацией`: http://tdd.lan.arta.kz/docs/synergy/tags/hamming/release-notes/html/app_export_import.html#app_import
Как использовать Synergy Experience
----------------------------------------
Общий порядок добавления новой услуги
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
#. Создать услугу в реестре "Услуги".
#. Определить этапы взаимодействия (путь потребителя). Один этап -
одна новая запись в реестре "Этапы услуг". На карте CJM этапы
соответствуют столбцам таблицы.
#. Определить метрики услуги для карты CJM. Одна метрика - одна
новая запись в реестре "Действия для услуги". На карте CJM
метрики соответствуют строкам таблицы.
.. important:: Метрика, соответствующая графу оценок, должна
иметь код ``#dashboard``, прочие метрики - произвольный код.
Готово, новую услугу можно использовать во внешнем модуле
``Experience``.
Приведем пример услуги предоставления спортзала.
.. csv-table::
:header: "Этапы"
:widths: 30
"Возникновение потребности"
"Интерес"
"Исследование"
"Покупка абонемента"
"Первое посещение"
"Повторные регулярные посещения"
"Становление постоянным клиентом"
"Рекомендация друзьям"
.. csv-table::
:header: "Действия", "Код"
:widths: 30, 15
"Цель потребителя", "#target"
"Каналы взаимодействия", "#canal"
"Процесс взаимодействия", "#process"
"Опыт потребителя", "#dashboard"
"Барьеры, проблемы", "problems"
"Идеи и решения", "#ideas"
Процесс работы с картой путешествия потребителя
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
* Переходите в модуль "Experience" -> "Оценки" и выбирайте услугу.
* Отобразите карту CJM (по умолчанию, отображается только граф
оценок).
* Управляйте элементами карты: доступно добавление, редактирование
и скрытие плашек, форматирование текста средствами `HTML`_,
выделение текста и плашки цветом.
* Один элемент карты - одна запись в реестре "Данные для дашборда".
Реестр заполняется автоматически из карты CJM.
.. _`HTML`: http://htmlbook.ru/content/formatirovanie-teksta
.. figure:: ../resources/img/cjm_map.png
Рис. Пример заполненной карты в Synergy Experience
Процесс сбора и анализа отзывов
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
* Создавайте оценки услуги с привязкой к этапу и расположению.
Одна оценка - одна новая запись в реестре "Оценки услуги".
* Переходите в модуль "Experience" -> "Оценки" и выбирайте услугу.
* При необходимости, используйте один или несколько фильтров:
* услуга
* период времени
* расположение
* веха
* отображение карты CJM
* отображение скрытых элементов на карте
* количество комментариев на странице
* тип оценки
* Граф отображает среднюю оценку в разрезе этапов выбранной услуги
согласно текущим значениям фильтров.
* По нажатию на среднюю оценку доступен подробный список всех
оценок, которые попадают в текущие значения фильтров.
Процесс управления проблемами
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
* Переходите в модуль "Experience" -> "Проблемы".
* При необходимости, используйте один или несколько фильтров:
* услуга
* эталонная оценка
* период времени
* расположение
* веха
* отображение проблем на исполнении
* сортировка данных
* Модуль указывает на потенциальные проблемы: в каких точках
взаимодействия с потребителем средняя оценка ниже эталонной.
В учет идут все оценки, которые попадают в текущие значения
фильтров.
* По двойному нажатию на проблему доступен подробный список
всех оценок, которые попадают в текущие значения фильтров.
* В модуле доступна регистрация выявленной проблемы, назначение
работы выбранному ответственному.
* В результате решения проблемы доступно создание вехи. Веха
используется для того, чтобы анализировать динамику изменения
оценок потребителей после исправления проблемы.
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