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ERCOT strictly prohibits Market Participants and their employees who are participating in ERCOT activities from using their participation in ERCOT activities as a forum for engaging in practices or communications that violate the antitrust laws. The ERCOT Board has approved guidelines for members of ERCOT Committees, Subcommittees and Working Groups to be reviewed and followed by each Market Participant attending ERCOT meetings. If you have not received a copy of these Guidelines, copies are available at the Client Relations desk. Please remember your ongoing obligation to comply with all applicable laws, including the antitrust laws. 2

Visual Color Scheme Changes Tool Bar vs. Navigation Pane Application Settings Manage Data Reporting 3

4 Goodbye Blue…….

5 Hello Brown!!

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9 Submit: The Submit view provides links to submit issues into MarkeTrak Subtypes. Search: Provides links to search features. Reports: Provides links to the reports that you have privileges to run, modify, or delete. Favorites:Favorites enable users to add links to frequently used features, items, and reports to folders that you create or that are provided by the system. Public Folders: Displays links, reports, URLs, etc that can be viewed by all other MarkeTrak users unless specifically restricted by MarkeTrak Administrators.

10 In the current version of MarkeTrak, the Settings link appears on the Solution Toolbar available across the top of each window view in the MarkeTrak application. Within the Solutions Settings page, users can select Home Page Reports and add Quick Links and set Preferred Projects.

11 In the upgraded version of MarkeTrak, the Settings link appears on the SBM User Workspace Toolbar located across the top right of each window view in the MarkeTrak application. Within the Application Settings page, users can select Home Page Reports, add Quick Links, set Preferred Projects and select links for the Favorites folder.

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13 In the current version of MarkeTrak, the Manage Data link appears on the Solution Toolbar available across the top of each window view in the MarkeTrak application. Within the Manage Data page, users can perform quick searches to locate contact information from any Market Participant parsed by Contact Type.

14 In the upgraded version of MarkeTrak, the Manage Data link appears on the Navigation Pane in the Search view. Functionally, the Manage Data window is the same as the current version.

15  Drill Through Reports  Duration Reports ◦ Time In State ◦ Time To State ◦ Elapsed Time Reports

Drill Through reports are a collection of a driver report and sub-reports that are tied together based on defined rules. The sub-reports are populated based on selections made in the driving report. For example, you are a supervisor who manages multiple teams and you need to know how certain MarkeTrak issues are distributed among each team. To assess possible risks, you also need to see the distribution for each team member and the trend for the length of time issues are opened and closed for each person. In the scenario you would create this Drill Through report with the following reports on the next three slides. ◦ Distribution of MarkeTrak issues by subtype. ◦ Distribution of issues by team member. (Driven by Team from Report 1) ◦ Open and Close Trend. (Driven by team member from Report 2) 16

Distribution of MarkeTrak issues by subtype: 17 Distribution report based on Sub-types Inadvertent Gaining, Inadvertent Losing, Customer Rescission, Redirect Fees.

Distribution of issues by team member (Driven by first Distribution report): 18

Open and Close Trend (Driven by team member report): 19

 Report 1 is the main driver. Clicking on a particular subtype in Report 1 filters Report 2 to display the issues broken down by team member for that subtype. Clicking a particular team member in Report 2 will drive Report 3 by displaying the trend report for that team member's issues.  NOTE: Drill Through reports are different than Drill Down reports. Drill Down reports allow users to navigate from a summarized view to a listing of all the individual issues. Drill Through reports allow users to see different dimensions of the same data in variable report formats.  NOTE: Both Multi-View and Drill Through reports display multiple reports on one page. The main differences are that Multi-View reports can display any report type in any order on the page while Drill Through reports are designed for Distribution reports which pass information between the different reports.  NOTE: Flashplayer is required for the drill through feature of this report. 20

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Duration reports provide historical trends of issues over a specified duration. Duration reports appear as bar graphs. There are three types of Duration reports available which are Time In State Reports, Time To State Reports, and Elapsed Time Reports. 22

Time in State Duration reports show the amount of time issues remain in each selected state. You choose which the time span to divide the results, for example you can choose to show how many issues remained in a selected state for more than 45 days or less than 45 days. The output is a bar graph. 23

Creating a Time In State report is a simple process. After selecting Time In State from the Report Type dropdown list, complete the following steps:  Select State(s): Select one or more states. For each age (see the entry for Time Interval Groups below), the report displays a colored bar for each specified state showing the number of issues that have been in that state for that length of time (for example, the number of issues that have been in the In Progress state for less than 10 days).  Time Interval Groups: Select one to four time intervals. For example, if you entered 2 days, 5 days, and 10 days, the report shows duration groupings of:  Less than two days  Two days to less than five days  Five days to less than ten days  Greater than or equal to ten days 24

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Narrow your search for issues through the Search Filter:  Include Items From Sub-projects: Select this check box to include items from sub-projects of the project selected from the Report Project list.  Show Search Filter In Results: Select this option to display your Search Filter settings in the output of the report. This option allows report viewers to see which filters are used in the report. It is also helpful when you select to print a report, since it displays which Query At Runtime parameters were selected.  Limit selections using field dependencies and project selections: When you select a field from the Fields drop-down list, the Operator drop-down list contains values appropriate for that field, and the list box underneath the list of field values contains the possible values for that field. In some cases, you see a Find button, which you can use to filter the list of values.  Select an operator, and then select the value or values that constitute your search criterion.  Click OK to save your criterion. 26

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Select additional options depending upon the type of Duration report:  Use Logarithmic Scale (Graphs Only): Select this check box to apply a logarithmic scale to your report. You may want to do this to reduce your report results to a manageable range if they cover a large range of values. This option only applies to certain report styles, such as line, scatter and bar charts.  Footer: Optionally, supply a footer for your report.  Report Item Type: Optionally, you can use this field to filter the issues in the report by issue type. 28

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Drill-Down Display Options enable you to specify which fields to include in the drill-down reports as well as column widths and sorting criteria:  Value Display Format: Select this check box to use the default columns for the drill-down report. Clear the check box to enable the Select Columns to Display feature.  Select Columns to Display: Select the fields that you want to appear as columns in the drill-down reports. To select or deselect a field, move it to or from the right-hand box using the arrow buttons.  Set Custom Field Widths: Optionally, specify the width (in pixels) for the columns in the drill-down reports.  Sorting: Select the fields on which you want to sort the data in the drill-down reports. 30

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Average Time To State Duration reports show the amount of time issues take to reach a selected state. The output is a bar graph. 33

 Report Project: The project you select when creating a report determines which items are returned in your report. The project selection also determines where the report is stored and which users can access the report. For example, if you select Project A, only users who have privileges to run reports in Project A can run the report.  Total By: Select the unit of time to base the results on. This time unit appears along the bottom of the report so that you can see the item trends in relation to a time period that suits your needs.  Start Date: This field is required; however, the time of day is optional. Either click the calendar icon to select a date, or enter a date specification using the format indicated below the input field.  Select State: Select the state on which to base the report.  Select Calendar: No selection. Calendar is the standard twenty-four hour calendar.  Group By: This field is optional. If you select a field by which to group items, one bar appears for each value for that field that occurs within the results for each time period. 34

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 Include Items From Sub-Projects: Select this check box to include items from sub- projects of the project selected from the Report Project list. This option is not available for reports created against auxiliary tables.  Show Search Filter In Results: Select this option to display your Search Filter settings in the output of the report. This option allows report viewers to see which filters are used in the report. It is also helpful when you select to print a report, since it displays which Query At Runtime parameters were selected. Start Date: This field is required; however, the time of day is optional. Either click the calendar icon to select a date, or enter a date specification using the format indicated below the input field.  Limit selections using field dependencies and project selections: Select this check box to use the project's field dependency rules. For example, in Project A, the Priority field has a dependency with the Severity field. The dependency states that when the Severity field is Critical, then the Priority field must be 1 or 2. You create a Details report on Project A and add a Search Specification of Severity in Critical. Then, you add a Search Specification for the Priority field. The available Field Values for the Priority field will be limited to 1 and 2. Note: Changing this setting does not affect values that have already been selected.  Basic Conditions: When you select a field from the Fields drop-down list, the Operator drop-down list contains values appropriate for that field, and the list box underneath the list of field values contains the possible values for that field. In some cases, you see a Find button, which you can use to filter the list of values. Select an operator, and then select the value or values that constitute your search criterion. Click OK to save your criterion. 36

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The following options are available in the Additional Options area of the Trend and Duration report forms. These options can be considered "advanced" report options.  Show Labels in Local Time: Select this check box if you want column labels to display times using your local time zone. Clear the check box if you want labels to show times in Universal Coordinated Time (UTC).  Use Logarithmic Scale (Graphs Only): Select this check box to apply a logarithmic scale to your report. You may want to do this to reduce your report results to a manageable range if they cover a large range of values. This option only applies to certain report styles, such as line, scatter and bar charts.  Footer: Optionally, supply a footer for your report.  Report Item Type: Optionally, you can use this field to filter the issues in the report by issue type. 38

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The following options are available in the Drill-Down Display Options area of the report form. They enable you to specify which fields to include in the drill-down reports as well as column widths and sorting criteria.  Value Display Format: Select this check box to use the default columns for the drill-down report. Clear the check box to enable the Select Columns to Display feature.  Select Columns to Display: Select the fields that you want to appear as columns in the drill-down reports. To select or deselect a field, move it to or from the right-hand box using the arrow buttons. Footer: Optionally, supply a footer for your report.  Set Custom Field Widths: Optionally, specify the width (in pixels) for the columns in the drill-down reports.  Sorting: Select the fields on which you want to sort the data in the drill-down reports. 40

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Elapsed Time Duration reports show the amount of time issues remain in a state or collection of states. You can use this report to display issues that have remained in a state beyond the desired time. The report helps you to find bottlenecks in your processes by breaking down how long issues spend in particular states. For example, assume that you are the manager of a loan processing division that has a service level criteria which seeks to have all new loans reviewed and approved in 5 days. However, when more information is required from the customer, issues move into a state that should not be counted in the total 5 days that this process should take. To manage this process, you could create an Elapsed Time with three buckets: less than 2 days, 5 days, and greater than 5 days. You select only the states that issues are in while they count toward the 5 day requirement. The results inform you about your process and possible problems while ignoring delays that are initiated by slow customer response. The less than 2 days bucket gives you a general sense of the incoming rate of new loans. The 5 days bucket (issues opened 2 to 5 days) lets you monitor the loans to make sure that they are addressed in less than 5 days. If the loans have not been addressed in the desired 5 days, they will appear in the greater than 5 days bucket, which you can analyze to improve your overall process for future loan processing. Elapsed Time reports output as a bar graph. 44

 Report Project: The project you select when creating a report determines which issues are returned in your report. The project selection also determines where the report is stored and which users can access the report. For example, if you select Project A, only users who have privileges to run reports in Project A can run the report.  Start Date: This field is required; however, the time of day is optional.  End Date: This field is optional. If you do not specify an end date, the report uses the current date.  Select State: Select one or more states to display how long issues have remained in that state. If you select multiple states, the results will be the sum of time that each item has remained in the collection of states. For each time interval group (see the entry for Time Interval Groups below), the report displays the number of issues that have been in those states for that length of time (for example, the number of issues that have been in the New and Assigned states for less than 10 days). You can choose to divide the results by a particular field (see entry for Group By) which would result in multiple columns for each Time Interval Group.  Select Calendar: No selection. Calendar is the standard twenty-four hour calendar.  Total By: Select the unit of time to base the results on. This time unit appears along the bottom of the report so that you can see the item trends in relation to a time period that suits your needs.  Time Interval Groups: Select one to four time intervals. For example, if you entered 2 days, 5 days, and 10 days, the report shows duration groupings of: Less than two days ◦ Two days to less than five days ◦ Five days to less than ten days ◦ Greater than or equal to ten days  Group By: This field is optional. If you select a field by which to group items, one bar appears for each value for that field that occurs within the results for each time period. 45

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 Include Items From Sub-Projects: Select this check box to include items from sub-projects of the project selected from the Report Project list. This option is not available for reports created against auxiliary tables.  Show Search Filter In Results: Select this option to display your Search Filter settings in the output of the report. This option allows report viewers to see which filters are used in the report. It is also helpful when you select to print a report, since it displays which Query At Runtime parameters were selected.  Limit selections using field dependencies and project selections: Select this check box to use the project's field dependency rules. For example, in Project A, the Priority field has a dependency with the Severity field. The dependency states that when the Severity field is Critical, then the Priority field must be 1 or 2. You create a Details report on Project A and add a Search Specification of Severity in Critical. Then, you add a Search Specification for the Priority field. The available Field Values for the Priority field will be limited to 1 and 2. Note: Changing this setting does not affect values that have already been selected.  Basic Conditions: When you select a field from the Fields drop-down list, the Operator drop-down list contains values appropriate for that field, and the list box underneath the list of field values contains the possible values for that field. In some cases, you see a Find button, which you can use to filter the list of values. Select an operator, and then select the value or values that constitute your search criterion. Click OK to save your criterion. 47

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The following options are available in the Additional Options area of the Trend and Duration report forms. These options can be considered "advanced" report options.  Use Logarithmic Scale (Graphs Only): Select this check box to apply a logarithmic scale to your report. You may want to do this to reduce your report results to a manageable range if they cover a large range of values. This option only applies to certain report styles, such as line, scatter and bar charts.  Footer: Optionally, supply a footer for your report.  Report Item Type: Optionally, you can use this field to filter the issues in the report by issue type. 49

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The following options are available in the Drill-Down Display Options area of the report form. They enable you to specify which fields to include in the drill-down reports as well as column widths and sorting criteria.  Value Display Format: Select this check box to use the default columns for the drill-down report. Clear the check box to enable the Select Columns to Display feature.  Select Columns to Display: Select the fields that you want to appear as columns in the drill-down reports. To select or deselect a field, move it to or from the right-hand box using the arrow buttons. Footer: Optionally, supply a footer for your report.  Set Custom Field Widths: Optionally, specify the width (in pixels) for the columns in the drill-down reports.  Sorting: Select the fields on which you want to sort the data in the drill-down reports. 51

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