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  • Hierarchical drop-downs in Dovetail Agent

    Many customers use hierarchical (multi-level) drop-down lists in their Clarify/Dovetail implementations. So, when one level of a select list changes, the down-level lists change as well. Clarify allows up 5 levels for a list. As an example, in baseline Clarify, there's a list titled CR_DESC that is a three level list for CPU, Operating System, ...
    Posted to Gary Sherman (Weblog) by gsherman on December 10, 2007

  • SLA Monitoring

    One of the common tasks for a support/call center manager is making sure the team is living up to its service level agreements (SLAs). Pretty much every customer I've ever dealt with has different SLAs. As you can imagine, there's a zillion ways for companies to setup and track their SLAs. Example SLAs: All cases must be responded to within ...
    Posted to Gary Sherman (Weblog) by gsherman on August 31, 2007

  • Using the fcSDK in PowerShell

    Years ago, if I wanted to ''script'' Clarify, I would use UNIX shell scripts, including UNIX mini languages such as sed and awk, that would create dat files that could be imported with dataex. When ClearBasic was introduced, we also got cbbatch, which was a command line interpreter for ClearBasic, so we could script Clarify using CB. When we ...
    Posted to Gary Sherman (Weblog) by gsherman on April 25, 2007